|
|
|
MultiChannel
Technology continues to change the face of today’s call centers. A multi-channel system allows a contact center to provide quality customer service interactions through any medium, including: voice, text-SMS, Fax or Web. And the convergence of multi-site applications onto a single, centrally managed and administered platform promises to reduce costs, increase customer satisfaction, and boost revenues. Until recently, many communication systems, while they might have been managed in a single contact center, were still essentially a point solution, hosted on separate platforms, administered separately, running applications developed and deployed separately, and—most significantly—not sharing information information about the operations and customer interactions of multiple contact centers. The emergence of unified multimedia software radically changes all that. These systems unify ACD, IVR, servers for email and Web, CTI, outbound dialers, and other essential tools such as workforce management applications. These components are all unified into a single communication solution. Management has a complete view of all activity and a holistic view of each customer’s history. Developers work at a single interface to create customer-facing applications that combine the functionality of all systems. Administrators have one central point of control for all resources. In short, a unified multi-channel system is a much more efficient, much more cost-effective, much more powerful tool for winning customer loyalty and generating revenue than its predecessors. For further information on multichannel systems, click on a company's name.
|
|
|
| |
Altitude Software
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.
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 applications. And our Unified IP Contact Center delivers a comprehensive, CTI multichannel solution.
|
Cincom Systems
Synchrony is a CTI customer management solution that helps small and mid-size organizations and enterprise departments to deliver consistent and highly responsive customer interactions. Its unique architecture links multi-channel contact center functionality with a powerful agent desk-top portal that delivers significant productivity and revenue gains by providing a consolidated view of the information and resources necessary to optimize each customer interaction. Whether on-demand or on-site, Synchrony is delivering significant value to organizations around the world, including industry leaders in education, entertainment, financial services, healthcare, manufacturing, and travel.
|
Cisco Systems, Inc.
Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer support and service capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based speech self-service and assisted-support software solutions for large and mid-sized customer contact centers – all designed to improve service, reduce costs, and increase productivity.
|
Envox
Envox Worldwide is a leading global provider of voice solutions. The company’s products and related services, including Envox OnDemand, dramatically reduce the time, cost, and complexity of creating voice solutions and empower enterprises and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox products are available worldwide through a network of global channel partners.
|
RightNow Technologies
RightNow is leading the industry beyond CRM to high-impact Customer Experience Management solutions. Companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.
|
Siemens Communications, Inc.
Siemens HiPath™ ProCenter® contact center products and services can help your company increase first contact resolution and improve ROI while increasing customer revenue and retention. You can have immediate impact on your contact center efficiency with Siemens Integrated Presence Management and Collaboration tools, industry-leading IVR, ACD, call monitoring and reporting tools with the ability to make real-time adjustments to routing, queuing and skill-setting parameters.
|
Verint® Witness Actionable Solutions™
Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management and eLearning. Impact 360 helps organizations improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
|
Return to Directory | Additional Listings
|
|
| |
|
|
| |
|
|