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
The CCaaS solution that makes managing contact effortless.
At Cirrus we take the technology headache out of day-to-day contact center operations, helping you take advantage of Artificial Intelligence (AI) and the latest omnichannel features.
Cirrus is the CCaaS solution that makes managing contact effortless; savings you both money and time. In fact, it works so well, you can forget about the technology and focus on delivering real results for your business and your customers. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, web, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your agents will love. 85% of customers only need 30 minutes to train their agents on using Cirrus.
Cirrus in easy to use and incredibly capable. You can rest assured with our 99.999% uptime guarantee - underpinned by technology that utilizes 5 different sites that work simultaneously delivering a 60 second Recovery Time Objective (RTO) promise. You can easily integrate your systems using our suite of API's and it's all backed up with the best-in-class security. Cirrus Omni-Channel:
The most complete omni-channel contact solution, integrating over 30 app types, Cirrus Omni-Channel makes it possible to manage every digital customer contact point via a single unified desktop. Cirrus omni-channel lets your customers communicate with you in the way they want, when they want, delivering an effortless and personalized customer experience every time.
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.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
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
Imagine enabling your growing contact center with the Essential workforce management features to capture fundamental efficiencies, and as your center expands, gaining access to advanced Enterprise class features, in just a few minutes, all on a unified cloud-based platform. Imagine Community.
Access a powerful, proven workforce management platform for a low monthly fee per agent.
Welcome to a new world of workforce management adoption.
For more information, visit communitywfm.com
Our EIM products enable businesses to grow faster, lower operational costs, and reduce information governance and security risks by improving business insight, impact and process speed.
For more information, visit opentext.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.