THE SUPPLIER DIRECTORY
SOLUTION PROVIDER PAGE
Calabrio II
CallMiner II
Contact Center Pipeline III
Customer Care Institute III
Eckoh IV Enghouse Interactive IV Genesys V HireIQ V inContact VI Intradiem VI Jacada VII LiveOps VII
NICE Systems VIII
Plantronics VII
Uptivity by inContact IX
Virtual Hold Technology IX
VoltDelta X
II Calabrio ONE® – Calabrio ONE redefines
workforce optimization (WFO), allowing
contact centers to personalize and optimize the toolset for each user - agents, supervisors, managers, knowledge workers and executives. Calabrio ONE is the first contact center
software suite of its kind built in an innovative Web 2.0 framework. The suite can leverage common underlying data, minimize cross-application administration, and be
implemented, used and managed easily. Workspace views are personalized by
employee role, providing the ability to match the work style of different users. Agents, supervisors and evaluators can log into their customized workspace to access the tools they need to provide excellent customer service, manage effectively and keep the contact center in line with business goals.
Contact:
a: Calabrio, Inc., 400 1st Avenue North | Suite 300, Minneapolis, MN 55401
t: +1.855.784.2807 f: +1.763.592.4605 e: info@calabrio.com w: www.calabrio.com
CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer
interaction. CallMiner’s market leading cloud-based voice of the customer analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social.
CallMiner offers both real-time monitoring and post-call analytics, delivering actionable
insights to contact center staff, business analysts, and executives. The results include improved agent performance, sales,
operational efficiency, customer experience, and regulatory compliance.
With over 13 years of industry leadership and over 2 billion hours of conversations analyzed, CallMiner serves some of the world’s largest call centers, delivering highly effective, usable, and scalable speech analytics solutions.
Contact:
Andrew Buckley, Director of Sales Operations t: (781) 547-5666
e: andrew.buckley@callminer.com w: www.callminer.com
III Contact Center Pipeline is a monthly
instructional journal focused on driving business success through effective contact center direction and decisions. Our goal is to provide contact center professionals with valuable content, insights, research and advice from trusted and respected industry experts and practitioners.
Each issue contains informative articles, case studies, best practices, research and coverage of trends, technology and people issues that impact the customer experience. Our writers and contributors have a unique understanding of how to optimize resources and maximize the value the organization provides to its
customers.
Draw upon CCP’s incisive analysis to help you make better decisions about your career and your center.
Contact:
Linda Harden, Publisher
e: linda@contactcenterpipeline.com t: 443-909-6951
w: www.contactcenterpipeline.com
The Customer Care Institute (CCI) is an international resource organization that assists Customer Care Professionals with improving the delivery of Customer Care.
The Institute's programs and services include: Customer Care certification courses Front-line and management skills training Customer satisfaction measurement programs Customer Care service center assessments Other programs designed to increase customer
satisfaction and build customer loyalty
CCI conducts and monitors research on Customer Care issues, identifies emerging trends, organizes Forums and workshops and publishes the Customer Care Update newsletter.
Over 13,000 Customer Care professionals are members of the Institute. CCI has assisted companies from a wide range of industries with enhancing their Customer Care programs.
Contact:
e: Dore Brooks at info@customercare.com
a: Customer Care Institute, 17 Dean Overlook, NW Atlanta, GA 30318, USA
t: +1 404-352-9291 ext. 221 w: www.customercare.com
IV Eckoh is a global provider of secure payment
products and customer service solutions,
working with organizations in over 10 countries around the world.
Our range of secure payment products removes customer card data from contact centers and IT environments. They are
designed to help merchants reduce fraud risk and become compliant with the Payment Card Industry Data Security Standards (PCI DSS). Eckoh’s CallGuard product can be deployed on the customer’s site or hosted. It allows contact centers to take card payments from customers without their agents seeing, hearing or
accessing card data in any way. We have been a PCI DSS Level One accredited Service Provider since 2010 and currently process over $1 billion in card payments annually.
Contact:
w: www.eckoh.us
e: tellmemore@eckoh.com t: 866-258-9297
Enghouse Interactive is a global leader in providing solutions that deliver differentiated customer experience and maximize the value of every customer interaction.
Enghouse Interactive’s comprehensive
portfolio of interaction management solutions span omni-channel contact centers, Computer Telephony Integration (CTI), self-service
Interactive Voice Response (IVR), knowledge management, operator consoles, call recording and quality monitoring, media voice services, and outbound dialers.
These solutions support any telephony
environment and flexible deployment options, on premise or in the cloud. With Enghouse Interactive solutions, your customers can reach you anytime, anywhere, and anyhow.
Contact:
e: info.ei@enghouse.com
a: Enghouse Interactive North America Headquarters, 2095 W. Pinnacle Peak Rd., Phoenix, Arizona 85027 USA
t: +1 602-789-2800
V Genesys is the global omnichannel customer
experience and contact center solution leader. Our customer experience platform and solutions help companies engage effortlessly with their
customers, across all touchpoints, channels and interactions to deliver differentiated customer journeys, while maximizing revenue and loyalty. Over 4,500 successful customers tell the story best. Here are a few.
Organizations looking to modernize and expand the capabilities of their contact centers have three major architectural options to consider: pure cloud, on-premises, or a hybrid deployment. Genesys cloud offerings provide scalability, agility and security. Genesys contact center solutions
canimprove your customer's journey by increasing personalization and by delivering consistent, connected customer experiences across touchpoints.
Powered by the Genesys Customer Experience Platform, our solutions enable businesses to intelligently manage interactions and improve customer satisfaction. That makes it easier than ever to align customer experiences with the perceived value they deliver−greater loyalty to the brand and higher revenue to the business.
Contact:
For more information visit us at www.Genesys.com
or call 1-888-Genesys.
HireIQ revolutionizes talent acquisition for front-line customer service positions such as those in contact centers, retail stores, branch banking, and hospitality by automating the early-stage screening process, automatically assessing for critical
communication skills, and using outcomes-based data to facilitate continuous employee
performance validation.
HireIQ’s solutions enable companies to improve their hiring decisions, shorten time-to-fill, reduce recruiting costs, and increase talent performance and retention through its on-line virtual
interviewing software and innovative predictive analytics solutions.
For further information, please visit
www.hireiqinc.com. Follow HireIQ on Twitter at
www.twitter.com/hireiqinc. Contact:
a: HireIQ Solutions, Inc., 1101 Cambridge Square, Suite C, Alpharetta, GA 30009
t: +1-678-279-2830 e: info@hireiqinc.com w: www.hireiqinc.com Twitter: @hireiqinc
VI
inContact (NASDAQ:
SAAS
) is the leader in
cloud contact center software, helping
organizations around the globe create
customer and contact center employee
experiences that are more personalized,
more empowering and more engaging today,
tomorrow and in the future.
inContact focuses on continuous innovation
and is the only provider to offer core contact
center infrastructure, workforce optimization
plus an enterprise-class telecommunications
network for the most complete customer
journey management.
To learn more, visit
www.incontact.com
.
Contact:
t: 866.965.7227 (866.965.SaaS)
e: info@incontact.com
a: 7730 South Union Park Avenue, Suite 500,
Salt Lake City, UT 84047
w: www.incontact.com
/
/
Intradiem is the only complete Intraday Automation solution provider for frontline
workforces including Contact Center, Back Office, Retail and Mobile.
Intradiem’s SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline
workforce that can adjust in real-time to deliver a dramatically better and more consistent
customer experience at reduced cost.
Over 250,000 frontline workers use Intradiem's solution every day. Innovative companies such as Sprint, Harte Hanks and The General leverage Intraday Automation to engage their workforce and deliver extraordinary customer service while reduce operational costs.
Contact:
Debbie Dockery t: 888-566-9457
e: ddockery@intradiem.com w: www.intradiem.com
VII Jacada enables organizations to deliver
effortless customer self service and agent assisted interactions by implementing cutting‐ edge mobile, smart device, and web based visual IVR solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England;
Munich, Germany; and Herzliya, Israel.
Contact:
Steve Herlocher, Chief Marketing Officer, Jacada
a: 5901 Peachtree Dunwoody Rd #550, Atlanta, GA 30328
e: sherlocher@jacada.com t: +1 770 776 2244
w: www.jacada.com
Twitter / Facebook / Linkedin
The LiveOps Cloud Contact Center supports interactions via telephone (inbound, outbound or blended), email, chat, SMS, Twitter and
Facebook. Agents can engage with a customer via any channel and pivot to another channel to better handle the enquiry as required. They have a single view of all interaction history.
LiveOps can also enable CRMs, such as Salesforce.com, Zendesk and Microsoft
Dynamics, to become the chosen multichannel interaction application for Customer Service and Sales teams.
LiveOps provides a data-rich environment with deep and highly usable MI available. Real time contextual insight of customer journeys can be used to anticipate the next best action.
Deploying agents anywhere is easy: LiveOps is accessed via a web browser, with no software to download or plug-ins to manage. We can use your existing telephones, or remove hardware entirely using WebRTC to bring calls straight to the agent’s browser. Scaling up and down to cater for seasonal fluctuations and a pay-per-use model extend flexibility further.
Contact:
e: info@liveops.com w: www.liveops.com t: (800) 908-4502
VIII
NICE’s Customer Engagement Solutions
enable you to deliver an effortless,
consistent and personalized experience.
The solutions empower your organization to
deliver perfect customer experiences, by:
•
Knowing Your Customer -
Understand the voice of your
customers and what actions
should be taken
•
Acting in Real Time - Take action
when it counts, based on
customer insights
•
Engaging Employees - Keep your
employees engaged and
motivated to deliver the best
service.
NICE help you deliver the perfect customer
experience that your customers expect at
every step of their journey and at every
touchpoint.
Contact:
w:
www.nice.com
Plantronics is a global leader in audio
communications for businesses and
consumers. We have pioneered new trends
in audio technology, creating innovative
products that allow people to simply
communicate. From contact centers and
unified communications, to Bluetooth®
headsets and gaming solutions, we deliver
uncompromising quality, robustness and
comfort, an ideal experience, and
extraordinary service. Plantronics is used by
every company in the Fortune 100™, as well
as 911 dispatch, air traffic control and
various mission-critical applications for
those on the frontline.
Anything else is just a headset.
Contact:
e:
ContactCenterMarket@plantronics.com
t: (800) 544-4660
f: (831) 426-6098
w:
www.plantronics.com
IX inContact (NASDAQ: SAAS) is the leader in cloud contact center software, helping organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging today, tomorrow and in the future. inContact focuses on continuous innovation and is the only provider to offer core contact center infrastructure, workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey
management.
Uptivity WFO offers inContact customers a choice of deployment options. For more information about WFO for premise or hybrid environments, visit www.Uptivity.com. To learn more about WFO in the cloud, visit
www.inContact.com. Contact:
t: (888) 922-5526
t (International): (614) 340-3346 e: sales@uptivity.com
a: 7730 South Union Park Avenue, Suite 500, Salt Lake City, UT 84047
w: www.uptivity.com
Twitter / Facebook / LinkedIn
Virtual Hold Technology (VHT) is the market leader for intelligent Callback solutions for Fortune 1000 clients. Since its inception in 1995, VHT’s patented, award-winning virtual queuing technology provides return call solutions focused on enhancing the customer experience and improving operational efficiency for financial services, energy/utility, insurance,
telecommunications, cable, wireless, and retail corporations. VHT’s solutions deliver a virtual, multi-channel interaction queue that enable organizations to efficiently align available resources to customer needs. These solutions integrate easily to existing contact center infrastructure and applications.
VHT is headquartered in Akron, Ohio with global offices in Latin America, Europe, and Asia-Pacific. Today there are more than 25,000 VHT licenses deployed in over 20 countries.
Contact: Jaime Bailey t: (330) 670-2224
e: info@virtualhold.com
a: 3875 Embassy Pkwy, Akron, OH 44333 w: www.virtualhold.com
X
VoltDelta is a global cloud-based contact
center provider with 35 years of experience.
We perform intelligent, data driven contact
management to optimize your customer's
journey.
VoltDelta rapidly tailors and integrates our
multi-channel contact center solutions to
enable you to increase revenue, boost
retention and reduce operating costs with
proven scalability and reliability.
Our inbound and outbound offerings
support virtual and geographically
distributed contact centers and remote
agents within a highly secure and compliant
environment.
VoltDelta's service guarantee is backed by
contact center and carrier experts who are
dedicated to your success.
Contact:
Lauren Maschio, Director of Marketing
t: 866-436-1169
e:
lmaschio@voltdelta.com
w:
www.voltdelta.com
/
ZOOM International designs solutions that meet the need for interaction recording and continuous improvement of business quality and performance in contact centers. We believe that you can’t improve what you don’t measure. That’s why we created ZOOM Quality Management Suite to give contact centers the tools they need for better customer connections, to address compliance (PCI-DSS) and service challenges (FCR, AHT, agent attrition) and to create excellent customer experiences (NPS, CSAT). The ZOOM product portfolio features interaction recording (voice,
multichannel and agent screens), quality management, speech analytics, workforce management and
performance management, as well as integrated e-learning and IVR surveying.
Based on 16 years of research and development and continual customer feedback, the ZOOM Quality Management Suite offers an easy-to-use unified interface, strong integration with Cisco, Genesys and Avaya CC platforms, and requires minimal effort to implement and maintain. ZOOM owns its core technologies for VOIP, quality management and its speech analytics engine (which includes US English, Russian, Czech and Polish).
ZOOM is truly international, with a global base of 1,300+ customers in 92 countries and software localized into 21 languages, including Arabic and Cyrillic
characters. ZOOM International operates globally through the network of certified partners, with local offices and supporting centers in United States of America and Czech Republic.
Contact: w: www.zoomint.com blog: blog.zoomint.com e: sales@zoomint.com t: +420 222 554 111 (Worldwide) / +1 888 939 4291 (US) LinkedIn/Twitter/Facebook
