CONTACT CENTER NATION
Panviva is a cloud knowledge management system used by organizations to quickly access critical information and improve employee efficiency, contributing to overall business growth and productivity. Panviva combines a proven methodology with its cloud-based software ensuring employees are delivered the information they need, the moment they need it. It is the perfect solution for customer support, billing, sales, training and supply chain management departments. Panviva’s real-time navigation guides workers through complex policies, procedures, and systems, dramatically improving accuracy while simultaneously cutting costs and training times. The solution can be up and running in less time than other traditional knowledge management systems and allows workers to instantly find information, not endlessly search for it. Panviva doesn’t replace existing enterprise software and business processes – rather it adds greater value to these systems by allowing staff to work with them in a more efficient and productive manner. As a result, Panviva reduces training and time to competence, increases throughput and accuracy, increases employee engagement, and ultimately improves the customer experience.
For more information, visit www.panviva.com
Jacada is the leader in customer service automation, with 27 years of experience in reducing costs for global enterprises. We enable outcome focused automation through rapid integration to external systems using our no code, AI agnostic, Customer Service RPA and Automation hub – Jacada Interact.
Individually or combined, the implementation of Jacada Interact powered solutions result in the reduction of Average Handling Time (AHT) and the increase of First Call Resolution (FCR), CSAT and NPS. Jacada Interact places the power of end-to-end Customer Service Automation in the hands of Jacada customers. Companies can design and deliver interactions that have been constructed with the first point of contact in mind, regardless of channel or mode for the engagement, and maintain control throughout the customer journey with the end in mind. These interactions typically begin with digital self-service engagements that reduce customer efforts and then enables automation for agents which reduces complexity and improves customer experience. Jacada provides a single Automation Hub that can deliver solutions to engage customers in the channel and mode of preference, and simplify agent activity should the customer need additional assistance.
Companies can remove the complexity of relying on IT and Developers to deliver these solutions by using Jacada Interact. Drag/Drop/Point/Click design tools enable Business Analysts and Subject Matter Experts to design end-to-end automations. This is typically accomplished in weeks versus months (or even years) and allows repeatable scaling throughout the organization.More information is available at www.Jacada.com.
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
For more information, visit www.calabrio.com
Aspect’s integrated solution unifies the three most important facets of modern consumer engagement strategy: customer interaction management, workforce optimization, and back-office. Through a suite of cloud, hosted and hybrid deployment options, we help the most demanding contact centers and back offices seamlessly align their people & processes to deliver remarkable customer experiences. Aspect is the only provider of a Natural Language Understanding (NLU)-based intelligent self-service solution for developing, deploying and analyzing text-based customer service bots that fully integrate into the entire customer engagement ecosystem. Our solutions enable consumers to conveniently and easily connect questions to answers while helping enterprises orchestrate cohesive work flows that keep service levels high and costs contained, all leveraging our secure and reliable worldwide cloud infrastructure.
For more information, visit www.aspect.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.
Bright Pattern’s cloud software helps businesses to simplify communications with their customers over multiple channels, including voice, digital messaging, email and video. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales to thousands of concurrent users with a measured 99.99% uptime.
For more information, visit www.brightpattern.com
ShoreGroup is a managed and professional services team with expertise and experience in using technology solutions to help clients solve business challenges and achieve their objectives.
For more information, visit www.shoregroup.com
Five9, a leading provider of cloud software for the enterprise contact center market, brings the power of the cloud to thousands of customers and facilitates with more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software enabling you to create exceptional customer experiences.
For more information, visit www.five9.com
Whether you are a Fortune 500 company or an SMB, Knoah Solutions’ global BPO services create memorable experiences that matter to your brand through our customizable and flexible RightENGAGE customer engagement and back office solutions to our award-winning TotalAssurance performance improvement solution, all powered by our proprietary WFO tool, ARK360. We help you meet the needs and challenges of each of your customers through voice, chat, email and social media. Knoah has the adaptability that big companies can’t provide and a level of competency and scale that smaller companies can’t deliver on. Knoah’s innovative and consultative approach has repeatedly earned us awards and recognition from independent review bodies like IAOP. For more information about Knoah Solutions, visit www.knoah.com.
Fonolo provides call-back software for the call center. Your customers will never wait on hold again, regardless of where the conversation begins – web, mobile or inbound call.
Our cloud-based technology allows for easy integration with minimal impact to your call center and existing processes. An optional on-premise appliance can also be added to comply with strict security requirements.
Fonolo's In-Call Rescue solution gives customers the option to "press 1 to get a call-back from the next agent", while our Web and Mobile solutions allow them to request a call-back without having to call you first.
Your customers define great experience. You deliver it. We enable it.
Some of the largest companies in North America rely on Altivon for their contact center solutions. They trust us to define, deploy, support and continue to evolve their business-critical systems.
Top 4 Reasons to Work with Altivon:
We select the right technology for you from a range of cloud-based and premise software providers including Genesys, Virtual Hold Technology (VHT), Mattersight, TekVision, Vidyo and Nuance. Altivon operates across North America with deployments internationally.
For more information, visit www.altivon.com
Contact Center Pipeline is a cutting-edge monthly journal focused on the specific needs and challenges of the contact center. Our advisory board, editor, writers and contributors are known for their unique understanding of what makes the call center the organization's driving force for service delivery, aligning customer experience and ensuring long-term business success.
Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help you run an effective and efficient operation.