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Buyer's Guide Directory
Call Center
Software
 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-Hosted Call Center Software
 UCN
is a provider of on-demand contact center software and business
telecommunication services delivered over the UCN™ national VoIP
network. UCN has integrated it’s advanced contact handling
applications, called inContact®, with its telecommunications
products –dedicated voice T1 (the Intelligent-T™), switched 1+
service and toll free numbers, enabling our customers to improve the
quality of their customer contacts and the productivity of their
reps.
Today, the product is supporting 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.
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.
In contrast, onsite solutions may sit idle between peak periods.
Because calls are managed within the network, on-hold calls are
queued in the network. Basic IVR or sophisticated self-service IVR
integrated with a customer’s CRM system are supported. 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.
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.
Callport(tm), our fully-integrated contact center, is built on our
proven carrier-grade platform and provides "everything down to the
agent". Provided as a managed service, either hosted or on-site,
Callport's extensive collection of pre-integrated modular components
allows a great deal of flexibility to meet the needs of any contact
center, without requiring the expensive and time-consuming custom
integration usually associated with advanced contact center
technology. With its ability to interface with virtually any
third-party system, support for at-home agents and multi-location
centers, infinite scalability, and little or no capital costs,
Callport is the last technology upgrade you will ever need.
Pre-integrated modular solutions, available as part of Callport or
stand-alone) include:
Ad2Action(tm) lead capture, real-time payment processing, and
intelligent "best agent" call routing
AgentScript(tm) web-based, multi-lingual agent scripting with
support for complex business logic and in-script call control
CallAssure(tm) call monitoring, recording, archiving, and analytics
for quality, training, and compliance
CallSight(tm) real-time post-call surveys to monitor customer
perception of call center interactions
CrisisLink(tm) on-demand solution for personnel location,
notification, and communications during emergency events
FaxHost(tm) high-volume inbound/outbound fax management and
distribution
TellWhere(tm) dealer/office locators with variable geo-precision and
real-time geo-based call routing
VoiceVerify(tm) compliant, fully-automated third-party verification
solution
WebQueue(tm) increases customer satisfaction and reduces
long-distance costs associated with long queue times
Point solutions and other foundational technology include:
ACD, CTI, PBX, and other "basic building blocks"
Support for SIP, T.38, G.711, G.729ab, etc.
Custom speech and IVR applications
Packaged and custom conferencing solutions
Outbound interactive notification, polling, and surveys
Toll-Free number management (Intelemedia is a certified RespOrg)
Predictive/power dialing
Intelemedia contact information:
+1-800-300-2150
http://www.intelemedia.com
Envision
Telephony, Inc
 Envision
Telephony, Inc. is a global, award-winning provider of software and
services that improves performance
from the contact center to the enterprise. The company’s flexible,
integrated solutions enable Global 2000 customers to consistently
deliver legendary customer experiences by improving agent
effectiveness, contact center and enterprise performance.
Envision’s software includes business intelligence, speech
analytics, workforce management and Click2Coach® (Envision Quality
Monitoring and Envision eLearning). The company’s solutions are
deployed across thousands of desktops in both a telephony and
back-office environment. Envision offers business consulting,
implementation, training and support services using a proven, ROI-driven
methodology that delivers rapid and reliable results.
Learn more:
www.envisioninc.com or call 206.225.0800 ext. 500.
eGain
Communications Corporation
 eGain
Communications Corporation provides the most comprehensive and
proven customer service software suite for in-house or on-demand
deployment. Trusted by prominent enterprises and growing midsize
companies worldwide, eGain has been helping organizations achieve
and sustain customer service excellence for more than a decade. 24
of the 50 largest global companies rely on eGain to transform their
traditional call centers, help desks, and web customer service
operations into multichannel customer interaction hubs. These hubs
enable dramatically improved customer experience, unified
multichannel customer service, end-to-end service process
efficiencies, and enhanced contact center performance.
eGain Service 7 (TM) software suite includes integrated,
best-in-class applications for web self-service through FAQs,
search, browse, guided help and virtual agent self-service, email
management, contact center knowledge management, live web
collaboration through chat and cobrowsing, automation of fax and
paper-based service interactions, case management and service
fulfillment. These robust applications are built on the eGain
Customer Interaction Hub Platform, a scalable next-generation
framework that includes end-to-end service process management,
knowledge management, multichannel, multisite contact center
management, and certified out-of-the-box integrations with leading
call center, content and business systems.
Contact:
eGain Communications Corporation
345 E. Middlefield Road
Mountain View, CA 94043
US: 800-821-4358
Europe: 44-1753-464646
Email: info@egain.com
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