Buyer's Guide Directory
Call Center Software
Upstream Works Software, Ltd. www.upstreamworks.com
Upstream Works provides best-in-class Omnichannel Contact Center software to increase agent success and customer engagement. We bring the customer journey together across all channels, interactions and applications with management simplicity and desktop elegance. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.
For more information contact firstname.lastname@example.org request a personal demo at email@example.com.
See UWF in action at www.upstreamworks.com.
With more than twenty years of expertise in the Contact and Call Center field, Mediatel Data company has demonstrated a commitment to developing powerful solutions across a variety of business environments, always looking for a successful long term business-to-business relationship.
Our modular, component-building applications, represents a significant advancement in contact center services. Mediatel solutions, which can be deployed on-premise, via the cloud or hybrid architecture, are VoIP enabled platforms allowing users located anywhere, to interact with voice or internet callers, using voice, fax, text, email, chat, Social Media, Web collaboration or mobile apps.
With several awards and accolades from industry experts worldwide, and more than 2,000 clients on 4 continents, Mediatel provide cost effective solutions, with flexible agent staffing, while improve productivity.
Designed on robust cutting-edge technology Mediatel Contact Center software is internationally awarded with helps companies to rapidly improve productivity and profitability from vertical markets such Banks and Financial Institutions, Automotive, HealthCare, E-Commerce, Telecomm, Manufacturing, FMCG, Retail or BPO.
Clients use Mediatel products and services in a wide variety of contact center and telephony applications, which include:
· Customer Service
· Market Research
· Lead Generation
Mediatel offers assistance and FREE Proof Of Concept for an agreed period of time.
For More Information:
Web site: http://www.dialogic.ro
Etech Global Services is a leading provider of customer engagement solutions for many of the world’s most trusted brands. They trust Etech with their most precious assets – their customers. Why? Because Etech’s commitment to continuous improvement, next generation technology, and empowering people results in a solution that drives customer experience and reduces effort. Etech’s industry-leading technology services, Etech Monitoring Solutions; provides critical analytics and insights into your customer interactions.
Etech’s Quality Monitoring Solutions is exclusively designed for organizations to identify opportunities and provide actionable insights to improve processes, increase sales conversion, and enhance overall customer experiences. Highly skilled quality experts in combination with software analytics deliver critical intelligent data and actionable insights to drive business improvements. Etech's solution, powered by Artificial intelligence and machine learning, assists in processing and automating large volumes of customer interactions, and will reveal hidden opportunities to drive your business growth.
Etech has over 200+ quality assurance auditors led by an experienced leadership team with over 20 years of hands-on experience.
QEval is an innovative Quality Monitoring solution that enhances and elevates contact center Quality Assurance programs. With the help of QEval software, you will identify opportunities and formulate actions to improve your processes, sales conversion and customer satisfaction.
- Inbound and Outbound – Calls, Chats and Email Evaluations.
- Design your own custom audit forms.
Etech’s comprehensive Quality Monitoring software provides intelligent reporting for continuous improvement efforts. With dynamic reporting functionality QEval goes well beyond merely compiling data or verifying compliance. These intelligent reports and data are actionable and can help drive agent skills improvement.
Pegasystems Build for Change® Platform is the heart of Better Business Software®. It delivers business agility and empowers leading organizations to rapidly close execution gaps and seize new opportunities. Pegasystems leverages its recognized leadership in Business Process Management (BPM), Multi-Channel Customer Relationship Management (CRM), Business Rules, and Adaptive Analytics to uniquely give its clients the power to engage customers, simplify operations and Build For Change®. For more information, please visit us at www.pega.com.
Outsource Consultants - Call Center Advisors
Leverage our call center expertise to drive impactful change.
Call center executives face many difficult decisions trying to improve their internal operations while also evaluating options to leverage third parties to improve operational performance and reduce costs.
Outsource Consultants can help your organization with:
* Call Center Outsourcing Strategy
* Multichannel customer contact center technology
* Technology vendor selection. Migrating from premise to cloud-based technology.
* Consolidating or expanding contact centers
* Designing a new call center or expanding current infrastructure
* Training and quality improvement strategies
The independent consulting advisors at Outsource Consultants focus on meeting the individual challenges of our clients contact centers both large and small. Each individual on our team has a minimum of 20 years in the call center industry. We provide objective perspectives based on our deep experience with operations, technology, marketing, processes, training, quality, outsourcing, and premise and cloud technologies.
Whatever project we're working on – whether for a Fortune 500 or a small business – clients rely on our call center consulting approaches to drive results and reduce costs. By leveraging our years of experience and proven methodologies, we bring value to any project with our depth and breadth of knowledge.
Our call center consulting strategies and expertise will drive RESULTS.
Working in conjunction with your team, Outsource Consultants will focus on developing a curriculum that can be used to efficiently improve the quality and performance of your contact center operations.
Step one will begin with our team evaluating your team’s current training documentation, testing, and other procedures. Step two will be to provide options for the design of the new training curriculum that may include:
* Training Delivery Methods
* Call Type Focus: Sales, Service, Support, or Retention
* Supervisor Training Curriculum
* System Training Interface
* Online Self Paced Training Options
* Knowledge Retention Testing Procedures
* Nesting Procedures
* Refresher Product/Service Training
* Last Minute Flash Training and Testing Procedures
Our process is very simple: Just contact us at 952-303-2478 to discuss your training and business needs and objectives and we will provide you with a training assessment.
OUTSOURCE CONSULTANTS - Call Center Outsourcing Advisors
Contact: Corey Kotlarz
Altivon builds some of the largest, most complex contact center solutions. We focus on understanding your needs first and foremost, then design, deploy, support and evolve the best-fit solution. Altivon has focused exclusively on delivering contact center solutions for more than 25 years.
Keeping up with contact center technology and trends can be daunting. Altivon can help you form and execute your strategy for elevating customer experience, enhancing employee engagement and evolving operations. Our project teams consist of best in class project managers, solution architects, application consultants, implementation engineers, software developers, quality engineers and trainers. These individuals are certified on key technologies and are expert in their deployment.
Give your customers choice and flexibility. Reduce their effort with solutions built around self-service, callbacks, process automation and more. Give your agents greater insight into the customer journey and leverage real-time analytics to guide complex interactions. Get the most out of your operation through performance monitoring and workforce management.
Founded in 1989, Altivon operates across North America with deployments internationally. We have delivered contact center solutions based on leading contact center technologies since 1997. We are the only Genesys partner to deploy solutions on all their technology platforms--PureEngage, PureConnect and PureCloud.
Q-Solutions Group offers an interactive cloud based agent scheduling system designed specifically for medium to small call centers. Our scheduling system accurately performs full variable agent scheduling and does not require dedicated personnel for daily operation. Our holistic implementation includes evaluation of your call demand and operation, your service levels verses associated costs, training your staff, and the initial set up of your optimized schedules. In addition, our scheduling system includes:
- · Team and individual scheduling
- · ½ hour scheduling increments
- · Time zone normalization
- · Emailing of schedules directly to agents
- · Variable user security levels
- · Call demand analysis
All of these features and more are included at a fraction of the cost of our competitors.
Typically, 70% to 80% of call center costs are directly associated with your agents. Our clients on average capture savings of 17% of agent operating costs while at the same time maintaining or improving their service levels, thus providing a true win-win solution for you and your customers!
IS YOUR CENTER OPERATING AS EFFICIENTLY AS POSSIBLE?
THE Q-SOLUTION CHALLENGE TO FIND OUT!
At Vocalcom, we believe innovation and technology have too often failed to penetrate Contact Centers because of the complexity of their design & implementation. By providing a comprehensive set of innovative capabilities, designed with the end user in mind, we give managers a fast & simple access to contact center best practices & rich-media engagement. Organizations of all sizes can provide personalized experiences while radically improving loyalty, sales performance, & business agility - an amazing experience for employee and customers while creating deep and powerful customer connections - Across every channel - At every interaction.
Our primary focus is to enable companies to scale up and down quickly with “instant-on” capabilities. Our cloud contact center solution is designed from ground up to rapidly respond to business changes, and quickly push out new market offerings while improving the effectiveness of every customer interactions - with no IT support required. Vocalcom has designed cutting-edge solutions that provide all the new capabilities you need to create great multi-channel customer experiences - all from the cloud within an intuitive and easy to use application. Awesomely Powerful and Easy-to-Use. That’s what makes Vocalcom so different.
Simplicity for the business users. Rich functionality for the enterprise. For any company looking for a fast and simple way to give agents a complete customer view, cross-channel service capabilities, collaboration tools and bring rapid innovations to customer interaction channels, Vocalcom is changing the game. Our portfolio of on-demand customer engagement solutions can be rapidly deployed with minimal investment and no IT support. Your customer benefit from a faster, smarter and more responsive customer service at every touch point, whether on mobile devices, the web, social media, in-store, or on the go. That’s all customers want!
Transform your contact center into a successful customer engagement center. Always on, always connected. Vocalcom powers meaningful, real-time customer connections enabling businesses to create rich customer interactions, and great multi-channel customer experiences. Our solutions are designed to enhance the profitability of every customer engagement while reducing costs. Organizations typically see a 30% reduction in training time, 40% in average handle time (AHT), +37% in fast first contact resolution (FCR), +40% in agents productivity, +300% in outbound contact rates. All powered by the Vocalcom Customer Platform.
Contact Us: http://www.vocalcom.com/en/t1/contact-us
Call Us: 1-888-622-5266
Web site: www.vocalcom.com
Worldwide Locations: http://www.vocalcom.com/en/offices
AMTELCO is the trusted supplier of Communications Applications and Software Solutions to Call Centers in all vertical markets, as well as System Developers, for over 36 years. We are well known across the planet for our innovative ideas, patents, integration capabilities, and call center solutions.
With a strong background in the telephone answering service industry, AMTELCO's primary focus is to design Rock Solid systems that offer cutting-edge technology, which reduces labor costs and increases profitability. Today, AMTELCO's specialized Call Center Innovations are recognized throughout the industry for improving customer service with straight-forward procedures and trouble-free system maintenance.
Today, AMTELCO is in all 50 of the United States and in more than 40 other countries either operating a solution locally or from our cloud-based infrastructure. Millions of telephone calls, text messages, secure communications a day are instantly and accurately processed by AMTELCO software throughout the world.
For more information on AMTELCO, please call 1-800-356-9148 and ask to speak with a sales representative or send an e-mail to firstname.lastname@example.org
CallMiner provides leading cloud-based conversational analytics solutions for improving agent performance and contact center efficiency across all channels (voice, social, email, chat). Unlike complex speech analytics that require a sophisticated fulltime analyst, CallMiner Eureka pushes actionable insights directly to the people who need and can act on the data, from the VP who manages contact centers and/or BPOs, the Supervisor who manages a team of agents, and to Agents themselves.
CallMiner offers post-call speech analytics software as well as real-time monitoring solutions tailored for improving sales effectiveness, driving positive customer experience, and for monitoring compliance.
With over 10 years of industry leadership and over 2 billion hours of conversations mined, CallMiner is able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.
CallMiner strives to maintain an organizational agility that allows us to adapt to the ever-changing needs of the market. Over 300 customer requested features have been implemented into our products and our software services team brings extensive product knowledge and years of hands-on best-practice expertise to each customer engagement.
These reasons and more are why we ranked #1 in overall customer satisfaction among speech analytics vendors.
200 West Street
Waltham, MA 02451
Onvisource - www.onvisource.com
Knoah Software - www.knoahsoft.com
VPI Corporation - www.vpi-corp.com
OAISYS - www.oaisys.com