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Buyer's Guide
Directory
Monitoring and
Recording Solutions
 Callfinity
provides telecommunications software and systems to enterprises and
service providers. Over 200 customers, such as British Telecommunications,
John Hancock Funds, and the Massachusetts General Hospital, use
Callfinitys on-premise equipment and hosted services for call recording,
IVR, ACD, IP PBX and other specialized uses in four countries around the
world.
Contact Information:
Marcy Sepp
877-897-2962 x101
marcy@callfinity.com
 HigherGround, Inc.
is a premier software developer of call
recording, data integration and reporting tools. These solutions are designed to deliver timely, accurate
information for analytics and decision support to improve operations,
performance and ultimately increase profitability. HigherGround
applications are used by call centers as well as by organizations in
public safety, financial services, healthcare, government and many other
industries.
HigherGround’s solutions collect data from multiple sources (ACD, CDR, IVR,
screen capture, agent evaluations, enterprise and customer databases,
etc.) and integrates the information into a single interface. The business
intelligence reporting and trend analysis tools empower clients with
knowledge and insight to improve agent performance, optimize
communications resources and increase revenue.
HigherGround’s Fusion Series 7 is a complete family of proven, innovative
solutions that can be combined to meet the specific needs and requirements
of any business. These solutions provide the intelligence necessary for
sound decision making and bottom-line control for compliance monitoring,
risk management and performance improvement.
Contact-Amy Nicosia
Marketing & Event
Specialist
P: 818.456.1600 x296
F: 818.456.1515
anicosia@highergroundinc.com
www.highergroundinc.com
Syntellect's
Customer Interaction Management solutions, including multi-channel contact
center and speech-enabled self-service solutions, are the gold standard
for contact centers in the government, insurance, financial services,
healthcare, and utilities markets. Combined with world class professional
services and our commitment to open standards, Syntellect provides
enterprises with superior customer service solutions. Our success is
measured by our ability to implement and continuously support solutions
for our customers.
Contact -
info@syntellect.com
800.788.9733
 TELEFORMIX
ECHO is a browser-based digital, VoIP and screen capture recording
solution - with an integrated CRM tool - designed to record, evaluate,
monitor and archive all customer interactions. The available broad
spectrum of Web Services provides a truly Service-Oriented Architecture
(SOA) allowing simple integration between ECHO and any web services
enabled platform. ECHO produces synchronized voice and screen recordings
with "over the shoulder" screen clarity and integrates seamlessly with
Avaya and Cisco switches in a turnkey solution.
Teleformix offers customizable and highly scalable solutions to
seamlessly integrate into any existing business architecture.
ECHO is a feature rich and extremely affordable solution. For additional
information, contact Teleformix at 1-800-513-4000, or visit
www.teleformix.com
Contact:
Greg Manhoff/Director of World Wide Sales
2100 Golf Road - Suite 460
Telephone: (847)472-5338
Fax: (847)640-1328
E-mail: gmanhoff@teleformix.com
Internet: www.teleformix.com
UCN-WFM
 UCN
is a provider of on-demand contact center software and business
telecommunication services delivered over the UCN™ national VoIP
network. UCN’s inContact® supports a number of solution areas,
including multi-site customer support operations, customer service
groups with at-home workers, inside sales, collections, direct
response marketing applications, reservation operations, answering
services and outsourced call center companies. Since UCN is a
managed hosted services provider, when you implement advanced
contact handling services from UCN, you gain access to a wide range
of features and functions that can be applied in a custom
application, solving that one nagging problem that has been too
expensive or too costly to solve using traditional methods.
UCN’s Workforce Management Software allows you to easily manage &
monitor agent work schedules, improve employee retention, implement
real time adherence tracking, achieve optimal service levels, reduce
labor costs, and much much more. Call flows can be programmed so
that calls are routed by skill, time-of-day, or geographic proximity
to the call origination point. Agents can be working in-office or
at-home, inContact views geographically dispersed groups as one
unified team, for all types of contacts – voice, email, fax or chat.
You can program an application to record every X call. Supervisors
can remotely monitor live calls or listen to recorded calls when
they have time. Real-time and historical reports are available.
InControl, a drag-and-drop programming tool is available for
creating custom call handling flows. InContact supplements existing,
onsite PBX systems with inNetwork® call-handling services, bringing
advanced IP services to the customer site, without requiring the
customer to upgrade to IP-based onsite equipment. UCN customers pay
by-the-month. No large upfront capex is required. Using inNetwork
services, customers can quickly scale up or down to meet capacity
requirements driven by unexpected business opportunity, short-term
projects or seasonal fluctuations.
Download White Paper
Jan Johnson | Vice President Marketing
Direct|Voice|Fax 888-983-3762
Intelemedia
Communications, Inc.
 Intelemedia
is a leading provider of call center technology, from a single
"point solution" (like IVR or call recording) to a fully-integrated
contact center ("everything down to the agent"). We provide the
infrastructure, either hosted or on-site, but focus on our clients'
needs at the business level. To that end, we do not offer a "shrink
wrapped" solution, but rather a modular approach of pre-integrated
building blocks, easily combined and customized to deploy the ideal
solution.
Contact:
+1-800-300-2150
http://www.intelemedia.com
VPI
(Voice Print International, Inc.)
Capturing Real Time Intelligence. Delivering Real Time Results.
VPI is a leading innovator and provider of integrated call
recording, quality monitoring, and workforce optimization solutions that
capture real time intelligence – delivering real time results. Through
its Activ! Performance Suite™, VPI enables organizations of any size or
kind to capture, evaluate, and analyze traditional voice, VoIP, video,
and Web interactions to help improve workforce performance, build
customer loyalty, minimize risk, and ensure regulatory compliance. VPI
call recording and workforce optimization solutions are designed with
reliability, adaptability, and expandability in mind to accommodate
changing technologies, customer needs and legislation.
VPI embraces the concept that within every customer interaction
there is an opportunity to empower employees to work more effectively
and efficiently, and an opportunity to improve customer loyalty from
understanding customer needs and perceptions. VPI’s commitment to
excellence and dedication to providing superior customer service has
resulted in an unmatched customer loyalty rate of 98%. Many VPI
customers realize a full ROI in as few as 6 months. Visit
www.VPI-Corp.com to register for a live interactive
demonstration and download free white papers and resource guides.
Contact Information:
Patrick Botz
Director of Marketing
VPI
Toll Free: 1-800-200-5430
Email: Info@VPI-Corp.com
Web:
www.VPI-Corp.com
At Random
Communications
 Telephone
Performance Assessment Services
Remote Call Monitoring, Telephone Mystery Shopping and Call Analysis
• Detailed call analysis and scoring
• Objective and Impartial Measurement and Feedback
• Recording and Assessment of Live or Prerecorded Calls
• Web Based Access
• Ability to produce customized reports in seconds
We offer third party remote call monitoring to analyze prerecorded
calls using our client’s recording system or we can record live calls
remotely. Our telephone mystery shopping solution works well for
smaller locations and allows for the ability to shape the direction of
the call for specific training purposes. All of our programs are
designed to provide objective, impartial observations to measure the
quality of service provided by your representatives. Calls are scored
by our experienced call analysts and reporting is easily accessed
through the web.
For more information contact:
At Random Communications, LLC
Cheryl Thibault
Cthibault@arllc.com
860-567-3733
www.arllc.com
SpectorSoft
agent PC monitoring software
is a THREE-TIME winner of the
PC Magazine
Editors' Choice Award. |
 |
In its June 2008 review, PC Magazine called Spector 360 "the most mature"
monitoring software available and "better than anything else … Talk about an
audit trail!"
Just like your Call Recorder does for phone activity, Spector 360 enables you to
improve Call Center performance and security by centrally monitoring EVERYTHING
your agents do on the computer.
Spector 360 goes beyond screen snapshots to also record emails sent and
received, chats/IMs, detailed application & network use, files accessed or
copied to removable media, uploads/downloads, keystrokes, alert words and much
more!
Use Spector 360 to automatically RECORD all agent activity.
REVIEW using
high-level charts and graphs. Quickly ANALYZE trends and patterns. Drill down to
INVESTIGATE unproductive behavior.
SEARCH for specific details. And
REPORT your
findings from the convenience of your desktop.
Call Centers worldwide are using Spector 360 alongside their Call Recording as a
complete solution to monitor ALL agent activity – on the phone AND on the
computer.
Top Reasons Call Centers Use Spector 360:
• MAXIMIZE agent performance
• MINIMIZE training costs
• VERIFY computer-based transactions
• MONITOR remote agents
• SAFEGUARD confidential information
• PREVENT risky agent behavior
• REDUCE problem resolution time
• MEASURE network and application usage
• COMPLY with contracts and regulations
Contact SpectorSoft for a Free Web Demo:
Tel: 1.888.598.2788
Email: Sales@SpectorSoft.com
Web: www.SpectorCC.com
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