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Multichannel Call Center Solutions and Technology

Technology continues to change the face of today’s call centers. A multi-channel system allows a contact center to provide improve customer care by providing quality service 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, improve the customer support experience and boost revenues.

Until recently, many communication systems, which 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 about the operations and interactions of multiple contact centers.

The emergence of unified multimedia software radically changes all that. This type of system unifies ACD, IVR, servers for email and Web, computer telephony, 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 call center unified communications system is a much more efficient, much more cost-effective, much more powerful tool for winning customer loyalty and generating revenue than its predecessors.


[24]7.ai

[24]7 is redefining the way that companies interact with consumers. The company’s customer engagement platform assists several hundred million visitors and engages in 1.5 billion conversations annually, across all channels, most of which are automated. Using [24]7 solutions, many of the world’s largest and most recognizable brands are anticipating and acting on consumer intent to create more personalized customer experiences. This shift to an intent-driven engagement strategy results in an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.

Aspect

Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.

BroadSoft

BroadSoft is the leader in cloud PBX, unified communications, team collaboration and contact center solutions for business

Evolve IP

Evolve IP's award-winning cloud platform enables superior cloud services including unified communications, cloud computing, disaster recovery, and more.

Genesys

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel customer experiences, journeys and relationships. Trusted by over 4,700 customers in 120 countries, Genesys orchestrates over 25 billion contact center interactions per year in the cloud and on premises. 

Jacada Inc.

Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based visual IVR solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel.

NICE inContact

The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.

NICE Systems

NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.

Virtual Hold

The virtual queuing solutions from Virtual Hold Technology® assist support desks with first call resolution and other customer service goals -- despite small staffs. Virtual Hold informs callers of the estimated wait time and gives them the choice of remaining on hold or receiving a callback when it’s their turn to speak with an agent. Virtual Hold: * Improves FCR, reduces abandoned call * Eases transfer and escalation headaches * Increases caller satisfaction and employee efficiency. To learn more about Virtual Hold solutions, visit our website and then try a demo by calling 888-412-2214. To set up an introductory meeting or have VHT build a business case analysis for your business, email info@virtualhold.com or call 877-886-8187.

West

West’s cloud-based communication solutions combine innovative technology, fluid orchestration with your existing systems to minimize your investment, and consultative business intelligence to optimize results. We’ll help you use multi-channel strategies to strengthen self-service and outpace the competition.