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Customer Interaction Center by Interactive Intelligence

Manage the service experience on a single-platform.

​Customers expect nothing less than service excellence when they contact you. In fact, they deserve the most efficient and knowledgeable experience you can give them. With the Customer Interaction Center™ (CIC) from Interactive Intelligence, you deliver an exceptional experience to every customer you serve.

One platform to manage the service experience

CIC gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems. Real time and historical information organize the service experience in a seamless and expedient manner. Enable CIC’s powerful IP communications alongside existing resources and new technologies, and interaction processing power becomes even greater.

Features to improve operational performance

Ultimately, CIC’s suite of integrated contact center applications brings interaction processes and customer service best practices together. And when needed, scale to advanced functionality via CIC’s simple application licensing.

Cloud or on-premises

Interactive Intelligence offers the choice of a complete on-premises solution, a cloud solution at a fixed monthly cost — or a managed service where we do it all.

Exceed customer expectationsThe CIC solution allows your contact center to take a highly personalized, all-in-one approach to customer care. This lets you better anticipate — and exceed — customer expectations.

  • Manage and blend inbound/outbound multichannel interactions, and give customers their choice of contact options — voice, email, fax and chat, as well as SMS, business objects, and social media
  • Automate multimedia queuing and routing processes to quickly connect customers with a knowledgeable agent
  • Develop and manage creative outbound campaigns to build your brand, build loyalty, and open new revenue-streams
  • Improve agent training and agent performance — remote agents included
  • Elevate service levels and customer satisfaction with real-time monitoring and full-time operational visibility; metrics let you increase the accuracy of forecasts and schedules
  • Unify communications on the desktop for agents, at-home agents and supervisors – as well as business users and knowledge workers across the enterprise
  • Move to IP networks, voice over IP (VoIP) and the cloud with a clear path architected on the SIP standard while supporting at-home agents, remote locations and mobile employees
 

Genesys Customer Interaction Management by Genesys

With Customers Everywhere Changing Their Interaction Behaviors and Touchpoints,Modernization of Your Contact Center is Today’s Business Imperative

For organizations seeking to seamlessly and cost-effectively modernize their call and Contact Centers, there are five primary areas to consider:

End-of-Lifecycle ACD Replacement

Toward the end of an Automatic Call Distributor (ACD) system’s lifecycle, the costs and risks of maintaining the equipment begin to rise steadily. Needed upgrades and potential outages make replacing the technology an essential part of serving customers today.

Customer Experience Innovation

Innovating the customer experience while taking advantage of improvedbusiness processes is the ideal approach to Contact Center modernization. It provides a lasting foundation for achieving optimal customer experiences at the lowest cost of operations. Breaking down the organizational silos and removing technology constraints of legacy infrastructure enables you to deliver consistent experiences at every touchpoint and across all channels of the customer journey. It also enables you to stay competitive in any market you serve.

TDM to SIP Infrastructure Refresh

Because they are primarily hardware-based, costly to operate, and difficult to implement, TDM (Time-Division Multiplexing) systems face an uncertain future. The legacy PBX infrastructure is limited to the functionality of the ACD and lacks extensibility. PBXs are hampered by problems with interoperability and upgradability that are driving enterprises to look for more flexible and dynamic solutions. The adoption of SIP (Session Initiation Protocol) as an open standard can speed your evolution to an IP-based Contact Center. Through the power and flexibility of a SIP-enabled ACD replacement, organizations have the freedom to adopt agile architecture and administration models, while embracing new applications and services. IP soft switches, ACD as a software application layer, and SIP enablement are the catalyst components in this evolution.

Operational Efficiency Gains

Ensuring your company has sufficient Contact Center staff properly trainedto handle a wide range of customer interactions has never been more challenging. But now you can ensure that each customer is reaching the most appropriate agent. More and more companies like yours are virtualizing Contact Centers to fully utilize their most important asset – their people.

Genesys gives you everything you need to create a great customer experience through highly scalable and flexible Contact Centervirtualization. With Genesys, creating a powerful, virtualized customer engagement environment to route any customer interaction across your departments, teams, and locations, is easy. This is underpinned throughContinuous Workforce Optimization, including planning, scheduling, and managing your people across your company.

Multi-channel Interaction Management

Multi-channel touchpoints have greatly complicated the end-to-end customer journey. The Genesys Customer Experience Platform is unique in its ability to ensure consistent cross-channel customer experiences at every digital touchpoint and channel. The platform preserves context and history across interactions, smoothing out the conversation as customers transition between channels. Genesys supports multiple digital channels, including web (email, forms, chat, WebRTC, social media) and mobile (SMS/MMS messaging, self-service, apps) to deliver the consistent experiences regardless of the channels.

 

Unified IP by Aspect

Customer relationships are a lot like strong friendships. If you want to have a great experience, you need to listen, understand and do the right thing. That's why the contact center is so important. It's where relationships are built, strengthened or destroyed in seconds. You can either cross your fingers and hope for the best, or set yourself up for success with Aspect. Transform your business with our modern call center software solutions and bring together all the critical pieces that underpin remarkable customer engagements. With two one elegant contact center software platforms - Aspect® Unified IP® for large on-premise or hosted enterprise applications, and Zipwire™, a pure cloud contact center solution for small and medium-sized applications - we give your agents the tools they need to have rewarding conversations with your customers across all channels and take immediate, meaningful actions. 

 

Solidus eCare by Aastra - A Mitel Company

Solidus eCare - Intelligent Interaction for Excellent Customer Care

Solidus eCare is a rich suite of seamlessly integrated Unified Communications and Collaboration (UCC) and contact center applications for intelligent interaction in the enterprise. With Solidus eCare you get a powerful and flexible toolbox, providing contact center services, self-service applications and business automation integration. It also offers clear, easy-to-use, historical, real-time reporting and analytics tools to solve business problems, reduce operational costs and improve performance.

A Fully Integrated End-To-End Solution for Enterprise Communication

Aastra’s contact center solution promises everything you need to raise the bar of excellence, heightening customer satisfaction, organizational productivity and business profitability.

Best of all, it is all available in one single solution. As enterprises explore their growth strategies in revenue and productivity, gaining a rapid return on investment (ROI) and heightening customer loyalty and value have consistently been identified as number one priorities on corporate agendas.

Comprehensive solution - the heart of the business

Solidus eCare, a rich suite of seamlessly integrated Unified Communications & Collaboration (UCC) and contact center applications, offers advanced features to create efficiencies and peak management in your contact center. With full flexibility, full scalability, full openness and high availability, Solidus eCare enables consistent, efficient, first-rate customer service across all media.

Convenient one-stop shopping

Digging into the toolbox, you’ll find an open integration environment, multimedia support, and a built-in auto attendant. Unique to Aastra’s architecture are the embedded IP recording capabilities and the integrated Interactive Voice Response (IVR). You’ll also find the BluStar Agent - Aastra’s latest agent application - with advanced UCC features accessible to agents from any terminal, connecting them to the rest of the organization. Today’s contact centers generate more data than virtually any other part of the business.

The integrated monitoring, as well as reporting and analytics applications enhance visibility of your workflows. For example, appointment management, scheduling and self-service applications; repetitive routine tasks (such as appointment reminders, warnings, notifications etc.) can be automated so staff can concentrate on more specialized activities.

Main benefits with Solidus eare:

  • All-in-one contact center
  • Integrated Mobility
  • Business Process Efficiency
  • Open for Easy Integration
  • Business Control through Analytics and Reporting

Solidus eCare is also deployable in a customer’s existing VMware virtualized server environment, giving you all the benefits that virtualization technology has to offer, including increased VMware redundancy options. Viewed as an extremely cost-effective move, not only is the hardware footprint diminished, but also energy consumption, maintenance costs, physical space and staffing requirements.

 

Altitude uCI by Altitude Software

A fully integrated contact center can play a key role on the overall enterprise information value chain.

Altitude uCI™(Unified Customer Interaction) is an IP based, contact center management solution, which  powers your people to new levels of productivity, speeding up deployment of new services and campaigns all within a single system to license, learn and operate.

Altitude uCI suite is a comprehensive solution that enables you to manage all customer interactions - Voice, VoIP, Email, SMS/MMS, Fax, Messaging or Web - and resulting activities in a unified environment.

Altitude uCI™ was designed to speed up your operations, while simplifying the contact center management complexity, since it increases productivity, reduces operational efforts, and, ultimately, raise customer satisfaction levels.

Altitude Software delivers a complete suite of modular solutions that enable companies to automatically respond to changing business needs, improve the overall customer service and achieve a significant return on investment.

What's unique about Altitude uCI™ compared to the competition is:

  • from IVR, to Routing, to Desktop creation, Workflow, Telemarketing, Recording rules, etc, we have a suite of modules to deploy selectively
  • as a true suite, all can be done learning one tool /one class
  • proven vendor independence, add/change platforms on the fly
  • Predictive Dialer winning Industry awards since 1995
  • the only suite with a single language+editor to manage all modules requires less IT complexity, so you get faster deployment & changes
  • 7 of 10 top outsourcers in Europe & Latin America chose Altitude uCI™
  • from 15 to 5.000 agent operations, we have been doing it for 20 years.
 

Univerge 3C by NEC

UNIVERGE 3C is a complete, software-based, unified communications and collaboration solution that redefines the way a business and individuals communicate.

This comprehensive solution delivers a fully functional IP-PBX along with a complete set of voice features and sophisticated unified communications (UC) and collaboration applications that can be tailored to your specific business needs.

It provides the necessary agility for today’s dynamic work environment and enables total control over how, when and where you choose to be reached – truly empowering your workforce.

UNIVERGE 3C operates across premise, cloud or hybrid environments. Through its standards-based components and distributed software architecture, it delivers to you unmatched flexibility, reliability and scalability to keep your organization competitive in today’s marketplace.

 

Mitel MiContact Center by Mitel

Mitel MiContact Center products help business of all sizes to serve their customers while improving employee productivity and controlling operational costs.

Contact centers come in all shapes and sizes.

To meet the needs of internal “customers,” some departments in large organizations even perform a contact center role without thinking of themselves as contact centers.

At the other end of the spectrum are enterprise-class operations that might have agents at multiple sites worldwide. They require automated interactions, advanced routing algorithms, workforce management tools, and a whole array of other capabilities to work effectively.

Contact centers that build relationships

Whether it is a department, an enterprise, or something in between, the goal of any contact center is ensuring that customers get the kind of service they need to build and maintain profitable relationships:

  • Empower customers
  • Ensure agent productivity
  • Manage efficiently
  • Streamline operations

 

 

SAP Contact Center by SAP

Deliver speedy, reliable, and consistent customer service via SAP Contact Center (formerly SAP Business Communications Management). Use robust call center and multi-channel functionality to efficiently connect customers with the right agents and information at the right time. Improve contact routing and enable self-service with interactive voice response (IVR).

  • Engage customers with personalized customer service
  • Boost contact center efficiency with an advanced communications solution
  • Take advantage of interactive voice response (IVR)
  • Connect all sites, employees, and even remote workers with one communications solution
  • Monitor and adapt your customer service operations in real time

 

 

Hermes.Net by Vocalcom

Manage Your Contact Center Performance in Real TimeDesigned from the ground up to make your agents more productive

Vocalcom Contact Center Software has best in class capabilities delivered with simplicity to power optimal customer experiences, and faster customer service, with unmatched speed, simplicity, and manageability—across every channel, over any devices, and touch points. Vocalcom effortless contact center™ lets you gather data and use the insights to build customer relationships that are more meaningful, personal, and productive.

 

Avaya Aura Call Center Elite by Avaya

Enterprises of all sizes need Unified Communications and Collaboration technology and solutions that improve employee efficiency and effectiveness, workforce mobility, customer service—and ultimately competitiveness. Unified Communications and Collaboration help simplify the proliferation of everyday technologies—audio conferencing, web conferencing, video conferencing, unified messaging, instant messaging, presence, and more. Integrate voice, video, and data, enabling users to communicate and enjoy collaboration in real time, in the mode best suited to each interaction. This eliminates inefficiencies in communications to make small, midsize, or enterprise businesses more productive and responsive. It helps to improve decision making and accelerate business processes, while providing opportunities to reduce communications and operating expense. Embedding communications into business applications and processes (sometimes known as Communication Enabled Business Processes) can create competitive advantage by increasing the responsiveness of the enterprise and removing latency from business processes

 

eSpace Unified Communications by Huawei

Huawei Unified Communications & Collaboration provides such functions as smart office, ICT integration, cloud service, and multimedia conferencing, allowing you to access information anytime anywhere in a cost-efficient manner.

 

Bpm'online customer service by bpm'online

Bpm'online customer service is a robust application to deliver omnichannel customer service and support providing you with the following features:

1) 360° customer view: manage accounts and contacts, segment customers, enrich data through social media, search for and merge duplicates, analyze dublicates;

2) Omnichannel communications: make calls and receive messages directly in the system, provide your customers with comprehensive self-service capabilities and 24x7 access to their case history and knowledge base, engage, collaborate, and share information using enterprise social network, and analyze productivity of service staff;

3) Agent workplace: manage your daily tasks more effectively using a pre-configured single window interface, control and manage inbound and outbound communications easily with bpm’online customer engagement center;

4) Case management: accumulate all cases from your customers and partners in one section of the system, manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service, manage case history, your activities, calls and tasks easily with bpm’online intelligent time management tools;

5) Knowledge management: accumulate the knowledge of your company in a unified knowledge base, enable your agents to rate articles, post comments and regularly update articles;

6)Service catalogue: create a unified database of services to facilitate the work of your service agents, manage service categories, setup service calendars and regulate resolution deadlines for each service, identify the services with the highest priorities and track case histories for these services;

7) Business process management: automate any customer service processes – from case management to problem resolution;

8) Synchronization and integration: employ a built-in utility for data importto and from Excel to quickly import or export data on accounts and contacts, product catalogue, documents and invoices into bpm’online customer service, enjoy seamless integration with Microsoft Exchange that synchronizes email, contacts, and tasks with a click of a mouse, keep the entire history of communications with the customer in the bpm’online application, regardless of the mail provider;

9) System designer: use System Designer to setup workplaces, show or hide system sections for different user roles, or personalize the application by adding company's logo and applying your corporate color scheme; customize bpm’online customer service to fit the unique business needs and requirements.

What makes bpm'online customer service unique?

Leverage built-in processes Bpm'online service offers out-of-the-box processes based on industry best practices. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence.

Manage omnichannel communications Personalize communications with your clients using bpm’online service. Manage all client requests in a single view no matter what channel they came from: phone, email, chat, social network or customer portal.

Engaging interface that users love

Work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device that is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important.

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