Performance Management -Analytics

Altitude Software, is the leading independent contact centre vendor for unified interaction solutions. Altitude uCI™ (Unified Customer Interaction) suite over IP manages and improves interactions. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre.
 

Aspect Software, Inc. is one of the world’s largest companies solely focused on IP and traditional voice-based products and services for customer service, collections, sales and telemarketing business processes. Each day, Aspect powers more than 125 million customer-company interactions at thousands of contact centers around the globe. Our Signature product line offers ACDs, dialers, voice portals and computer telephony integration (CTI). The Contact Center Performance Optimization product line provides workforce, quality, performance and campaign management applications. And our Unified IP Contact Center delivers a comprehensive, CTI multichannel solution.

The leading provider of performance management technology for enhancing customer interactions, Autonomy etalk delivers customer contact center technology for customers requiring superior performance and analytic systems.

Cicero, Inc. is a leading provider of application and process integration solutions for customer service organizations.  By leveraging your existing applications, Cicero integrates diverse business applications and allows them to effectively share data and processes thereby improving the efficiency of the agents in contact centers.  It provides an intuitive point-and-click environment, which simplifies the integration of complex multi-platform applications and eliminates the need write or modify any application code.  Cicero is a proven application integration solution that is running on over 31,000 desktops including Fortune 500 companies in the financial services industry such as Merrill Lynch and Nationwide Insurance.  Contact centers and other customer service organizations using Cicero are able to integrate applications and automate processes in weeks and to experience an ROI within months of implementation.

Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer service capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based help desk speech recognition self-service and assisted-service software solutions for large and mid-sized contact centers – all designed to improve customer service, reduce costs, and increase productivity.

Enkata provides on-demand performance and talent management solutions-featuring First Call Resolution-guiding managers to the next best actions to prove performance and eliminate rework.

 

HigherGround is a premier software developer of call recording, data integration and reporting tools.  These solutions are designed to deliver timely, accurate information for analytics and decision support to improve performance.  The Fusion Series 7 systems collect data from multiple sources (ACD, CDR, IVR, screen capture, agent evaluations, enterprise and customer databases, etc.) and integrate the information into a single interface.  HigherGround applications are used by call centers as well as by organizations in financial services, healthcare, public safety and government.

Inova Solutions specializes in optimizing contact center performance by integrating key data and delivering real-time and historical metrics across organizational levels. Robust technology combined with two decades of industry experience allows us to craft powerful solutions that deliver measurable results to thousands of customers worldwide.

Latigent is a leading provider of business intelligence, workforce management, call center software for reporting and analytics, enterprise RSS and managing employees. Customers use Latigent's business intelligence, call center solution, enterprise RSS Reader and Aggregator solutions for decision support, data mining, balanced scorecards, and reporting from CRM, Avaya, Cisco, Aspect, Nortel, Blue Pumpkin, IEX, and various other ACDs, Workforce and silo data sources. BlueVue RePortal and Business Intelligence Suite uniquely delivers the full range of BI and Enterprise RSS capabilities in a single product, on a single, modern architecture. Gain business intelligence and analysis against relational data sources. See information in visually rich dashboards and score cards.

NICE Systems is a world-leading developer and provider of digital recording and monitoring software. NICE's solution includes total recording, and voice and screen capture for quality measurement applications. Focusing on meeting all recording needs, NICE offers NiceUniverse, an essential tool for measuring the quality of service provided by your agents and for improving your performance. NiceUniverse includes CTI automated voice recording, screen capture, on-line evaluation and comprehensive reporting

Performix is a leading employee performance management solution designed to align individual employee performance with corporate goals. Our unique combination of performance reporting, management, and optimization provides you with the insight and knowledge needed to drive the performance of your organization to new levels.

 Portrait Software is a global provider of Customer Interaction Optimization software that makes every interaction count.  The software is used by large organizations to deliver great customer service and to dramatically improve customer revenues, profitability and loyalty by applying insight and intelligent decisioning at the point of customer interaction.  In the face of fierce competition, every large and successful customer-focused organization faces the challenge of managing millions of customer communications across many different channels.  Portrait Software offers applications and solutions to optimize these customer interactions.

SER provides outbound dialers, including integrated VoIP, call management, monitoring and performance optimization for contact centers in the collections, teleservices, banking, fund raising, polling and surveys industries.

A leading provider of analytic systems for security and workforce-enterprise optimization. In 2007, it merged with Witness Systems to create a new division – Verint Witness Actionable Solutions. With the broadest portfolio of applications that optimize workforce and contact center performance, it provides powerful visibility and actionable intelligence to maximize the value of customer relationships and enhance performance enterprise-wide. The Verint solution is used by over 5,000 organizations in more than 60 countries worldwide.

VPI is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 40 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent.