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.
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.
OpenScape Cloud Contact Center by Unify
A world-class contact center can be essential to sales and support operations. It can offer you a sustainable competitive advantage. Now it’s available on demand.
With OpenScape Cloud Contact Center, you can run a call center without the costs and in-house expertise that other solutions require. Instead of IT, you can focus on your business and its success.
Protect your traditional call center with a hot standby in the cloud.
Add new capabilities to your business or support your existing contact center with an on-demand solution that will ensure business continuity—all without having to purchase, install, integrate, maintain and support everything. With our top-rated cloud contact center platform, we can help you achieve your business results at a substantially lower cost of ownership.
OpenScape Contact Center by Unify
Enhance your customer relationships with every interaction.
Do these challenges sound familiar?
OpenScape Contact Center meets and beats those challenges by helping you keep pace with customers’ demands, giving you a competitive edge. It’s designed to maximize first-contact resolution through intelligent skills-based routing, along with built-in expert presence and collaboration tools.
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.
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:
OpenTouch Customer Service by Alcatel-Lucent
A complete, modular contact center solution
The Alcatel-Lucent OpenTouch Customer Service Suite (OTCS) is a complete yet modular contact center solution that unifies all communication media throughout the organization with real time KPIs. With OTCS, contact center managers can focus on key goals by monitoring, in real time, operations and business outcomes and take immediate actions to improve productivity and results.
Built on an open and standard based platform, the OTCS suite allows unified management of all customer-related activities in the front and back-office. Focusing on business value, the OTCS suite ensures the consistent application of business rules, monitoring and automation to achieve excellence in customer service, ensure legislation compliance and reduces operating costs.
The OpenTouch Customer Service Suite also supports multi-PBX environments, which make it an effective solution for multi-site companies running complex and diverse technological environments.
Genesys Compact Edition by Alcatel-Lucent
Empowering call centers with advanced, easy-to-use features for users and managers
Genesys Compact Edition is an all-in-one contact center solution built on the latest edition of market-leading Genesys software. Now, businesses can implement a best-in-class customer experience with minimum time and investment.
Genesys Compact Edition is designed for mid-size contact centers of up to 150 agents, integrating IVR, email, performance management, and supervisor and agent desktops in a single package. The patented Visual CC feature is key to helping users immediately see trends and call flows in real time.
With an intuitive interface, contact center staff can manage call routing, email routing, agents and skills without programming skills. Genesys Compact Edition helps businesses react immediately to changing business conditions, building customer loyalty and revenue at a lower total cost of operation.
OmniTouch Contact Center by Alcatel-Lucent
A scalable and reliable contact center solution for up to 5000 agents
Alcatel-Lucent OmniTouch™ Contact Center Standard Edition is the ideal solution for companies with contact centers that are mainly driven by voice interactions, addressing installations of all types and sizes, from small to large capacities.
Currently used by more than 400,000 agents worldwide, OmniTouch CC Standard Edition is based on the unique and patented “matrix” call routing model. Flexible and customizable, any changes can be made quickly using the what you see is what you get (WYSIWYG) management interface, so even those without programming skills will find it easy to respond to business demands.
OmniTouch CC Standard Edition offers an embedded solution with both Alcatel-Lucent OpenTouch™ Business Edition and OmniPCX™ Enterprise, where contact center capabilities, such as supervision and distribution can be managed within the call server.
The contact center modules available are:
There is no need to rip & replace a complete environment to move to a multimedia contact center solution. Customers who already have OmniTouch Contact Center Standard Edition can deploy the OpenTouch Customer Service plugin as an add-on (overlay). Benefit from multimedia interactions such as email, web chat or social media plus CRM applications like integration, workforce management, outbound and IVR capabilities.
Easy-to-Install, Packaged Deployment Model
Cisco Packaged Contact Center Enterprise (Packaged CCE) is a predesigned, bounded deployment model of Cisco Unified Contact Center Enterprise. Customers whose contact center requirements fit the boundaries of the solution can enjoy the advantages of the simplified management interface, smaller hardware footprint, and reduced time to install. These customers can also benefit from the comprehensive feature set of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. The solution comes packaged with Cisco Unified Intelligence Center for comprehensive reporting and Cisco Finesse desktop software for an enhanced, next-generation desktop experience.
Unified Contact Center Express by Cisco
Improve Productivity and Customer Experiences
Easy to deploy and use, Cisco Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.
Features and Capabilities
Unified CCX offers sophisticated call routing and comprehensive contact management capabilities. It includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.
Unified CCX provides customer segmentation with state-of-the-art, built-in, interactive voice response capability, and proactive customer service for a superior customer experience with integrated, outbound, call management capabilities. Multichannel capabilities include management of voice, email, web chat, and social media inquiries.
Cisco Unified Contact Center Express offers:
Primary Business Benefits Include:
State-of-the-Art Contact Center Capabilities
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.
Cisco Unified Contact Center Enterprise provides:
With Cisco Unified Contact Center Enterprise, you can smoothly integrate inbound and outbound voice applications with Internet applications. These include real-time chat, web collaboration, email, and social media. This integration helps single agents support multiple interactions simultaneously, regardless of which communications channel the customer has chosen.
Each interaction is unique, and may require individualized service. For this reason, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.
Unified Capabilities Improve Customer Service
Cisco Unified Intelligent Contact Management Enterprise uses a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI) capabilities to:
Cisco Unified Intelligent Contact Management Enterprise enables you to transparently integrate traditional inbound and outbound voice applications with Internet applications such as real-time chat, Web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen. Because each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.
Contact Center: Enterprise by Enghouse Interactive
Enghouse Interactive's Contact Center: Enterprise (formerly Syntellect CIM) is a highly adaptable, multi-channel platform that enables contact centers to deliver a superior customer experience, ensuring the customer reaches the right resource anytime, anywhere.
Zeacom by Enghouse Interactive
Multi-channel Contact Center
A better way to look after your customers Improving customer loyalty could be as simple as implementing a Multi-Channel Contact Center solution. It might also be significantly cheaper than any other business initiative you’re considering. You’ll make customers happier with less waiting, less frustration and less dissatisfaction, whether you have a simple phone support helpdesk or a sophisticated multi-channel call center. And your agents will have what they need to be more helpful, more efficient and more motivated. Multi-channel Contact Center works on Avaya, Cisco, NEC and Microsoft. Beginning with the foundation module, you can add extras as your needs and budget dictate.
Increase first call resolution, lower abandonment rates, boost revenue and make your call center a happier place. World-class customer service begins with our Workflow Engine.
Get the insight you need to lift service standards and make your resources go further. Using out-of-the box and customized reports you can understand and optimize customer service center performance.
Reduce costs and enhance customer service levels with effective voice interaction. You can automate routine enquiries, give high-value customers priority, spread agents’ workload and survey your customers.
Turn your contact center into a profit center. Agents can ‘click to dial’ during off-peak call periods and reach out to your customers. Outbound calls can lift sales, promote special offers and check up on customer satisfaction.
Bring your contact center into the 21st Century. Phone, fax, email, text, web chat, social media and post – everything goes to one place. Customers love it when you can accommodate their preferred communication channel.
Whether you have an Avaya, Cisco, NEC or Microsoft Lync voice platform, Zeacom allows you to mitigate risk and provides you with the freedom to chose the platform that's right for you, without having to give up full-featured contact center functionality.
Contact Center: Service Provider by Enghouse Interactive
Enghouse Interactive Contact Center: Service Provider (formerly CosmoCall Universe), is an all-in-one virtual contact center suite that includes ACD, IVR, CTI, predictive dialing, multimedia recording and administrative tools. It was designed from the ground up as a unified multi-tenant platform for cloud-based deployment.
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
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:
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).
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.
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.
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:
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.