Alternatives to Arkis

Intradiem is the only workforce management solution that guarantees results and improves customer service. Our technology acts as an automated manager for the call center, with rules that are triggered in real time by actual center conditions. Our technology powers over 1.2 billion automated tasks annually and has saved our customers more than $160 million over the past two years.

Twilio Flex is the programmable cloud contact center platform that gives your company complete control over how, when and what you deploy. Powering over half a million agents today, Twilio Flex is accelerating digital transformation by freeing companies from the limitations of legacy call centers, all on one powerful platform. Flex customers have reported lower handle times by up to 38% after giving agents personalized access to information from multiple backend applications - CRM, payment systems, service ticketing, rewards program, navigation on the web, etc. Unlock hyper-personalization by gathering relevant, contextual information at your agents' fingertips so they can deliver the best customer experience. Find the documentation, sample code, and developer tools needed to tailor the contact center to your unique needs. Whether you're starting an outbound call, initiating a warm transfer, or monitoring agent activity, our guides will provide you the context you need to get the most out of Flex's existing architecture.

OpenText™ Qfiniti is a comprehensive suite designed for workforce optimization that centrally manages solutions for analyzing multichannel interactions, providing real-time support for agents and enhancing call center performance management. The platform effectively delivers timely and actionable customer insights, enabling organizations to gain a deeper understanding of customer interactions and enhance their service quality worldwide. Whether implemented on-premises or through cloud services, Qfiniti seamlessly integrates with various contact center telephony systems and CcaaS providers, including Amazon Connect, Twilio, RingCentral, and Genesys. Additionally, it offers robust performance assessment tools that help identify coaching opportunities for agents. Users can easily create and update evaluations online, benefiting from intuitive scoring and navigation features. By leveraging unique metrics such as agent rankings, skills, seniority, and availability, it supports efficient scheduling while allowing organizations to accurately forecast their staffing needs and schedule both single and multi-skilled agents effectively. This flexibility in deployment and integration positions Qfiniti as a vital solution for organizations aiming to enhance their customer service operations.

Enable Contact Center Managers, Quality Managers, and Customer Service Agents to enhance customer experiences through a unified platform featuring adaptable scorecards that evolve alongside your organization’s needs. This empowers you to strategically allocate your quality management efforts. Foster agent development with dashboards that offer real-time feedback, while also providing targeted training and coaching via a comprehensive LMS to bridge any knowledge gaps. Benefit from the extensive expertise of our team, dedicated to delivering cutting-edge quality management solutions. We recognize the challenges you face and create tailored solutions that cater to the ever-changing customer service landscape. Scorebuddy drives significant, measurable improvements in contact centers across the globe. Additionally, Scorebuddy requires the contact details you share to reach out regarding our offerings and services. Through our collaborative approach, we aim to transform customer interactions and bolster agent performance effectively.

To successfully meet your business objectives, it's crucial that your call center agents, managers, and supervisors work cohesively. Utilizing Aspect Performance allows you to analyze both historical and real-time data, presenting insights tailored to the specific needs of each user, which empowers employees to identify areas that require improvement or where focused coaching can help align efforts and achieve goals. By taking advantage of pre-configured reports, dashboards, and key performance indicators, you can gain a comprehensive view of how your resources are performing in relation to your operational and strategic targets. Enhance your understanding of performance issues by visualizing data through user-friendly charts, heatmaps, and graphs that pinpoint the underlying causes of any shortcomings. Additionally, equip call center supervisors with the necessary insights to recognize agent weaknesses while providing them with tools for both spontaneous and automated coaching opportunities, thereby fostering a culture of continuous improvement. This holistic approach not only boosts individual performance but also drives overall team success.

nGUVU is widely acknowledged as a reliable provider of innovative gamification and employee engagement software tailored for contact centers, utilizing behavioral analytics and machine learning to foster continuous agent involvement. Aiming to transform the contact center landscape, nGUVU's engagement platform enhances the daily work experience for agents, making it more enjoyable and productive. Their nGAGEMENT solution is a robust and scalable cloud-based platform designed to inspire call center staff and elevate their performance levels. Among its numerous features are leaderboards, contest and reward management, activity tracking, badge management, comprehensive reporting, predictive analytics, and results monitoring, all contributing to a richer engagement experience. Furthermore, nGUVU's commitment to continuous improvement ensures that their solutions evolve alongside industry needs, enhancing both employee satisfaction and operational efficiency.

Readymode (formerly XenCALL), a cloud-based CRM and VoIP solution, empowers telemarketers and contact centers to run campaigns, increase leads and close more deals. Top features include agent and call-list prioritization, agent calendar, agent callback calendar and blended inbound and outbound calling channels. Conference calling, call recording, and many more. Readymode, a browser-based solution, is easy to use and comes with personalized training and support. With an intuitive predictive dialer, you can streamline and automate administrative tasks. Take a proactive look at call center analytics reports to see how agents perform. With our integrated CRM and third-party integration capabilities, you have everything you need. Dynamically create new lists from all your leads to assign to your sales team. Direct server-to-server connectivity with TrustedTPV or VoiceLog Verification systems. Third party lead posts are easy to integrate.

DVSAnalytics offers secure solutions for call and screen recording, specifically designed to meet the unique needs of your organization while ensuring scalability as your business expands. Enhance customer support, ensure compliance, mitigate risks and liabilities, resolve conflicts, validate customer orders, and extract valuable insights. With DVS Analytics, you gain deeper understanding of your contact center operations. Their Speech Analytics feature transforms audio recordings into searchable data, providing comprehensive business intelligence regarding your organization and clientele. Additionally, Desktop Analytics leverages metadata from various third-party applications like CRM systems or communication tools to classify interactions in ways that are relevant to your business. The quality management tools from DVSAnalytics facilitate the evaluation and coaching of staff, aimed at consistently enhancing the quality of customer interactions. You can analyze interactions, activate automated coaching based on assessments, and engage agents with straightforward contest management, ultimately fostering a culture of continuous improvement and motivation. This holistic approach not only streamlines operations but also empowers your workforce to deliver exceptional service.

Establish your contact center with the robust TASKE Contact software, a versatile solution for managing call operations. Across the globe, countless supervisors in contact and call centers depend on TASKE Contact to effectively oversee their teams, achieve and maintain service standards, and access critical management insights regarding all call-related activities. The software features real-time ACD monitoring along with comprehensive historical reporting, making it an essential tool for any contact center. Additionally, it provides a user-friendly web portal that offers immediate access to live data and includes TASKE's sophisticated Visualizer tool for thorough search capabilities. By utilizing these solutions, organizations gain valuable insights that can significantly enhance service levels and bolster customer retention efforts. TASKE empowers users to track all types of call activity—whether inbound, outbound, or internal—while also helping to evaluate and elevate agent performance, quickly adapt to fluctuations in call volume and staffing availability, and effectively manage operational costs. With TASKE, businesses are better equipped to navigate the complexities of modern contact center demands.

Genesys Cloud EX stands out as a cutting-edge platform aimed at enhancing employee experiences within contact centers and organizations that prioritize customer interaction. By incorporating robust workforce engagement management (WEM) capabilities, it simplifies essential functions like scheduling, performance monitoring, and skill enhancement. Utilizing AI-powered insights, Genesys Cloud EX allows supervisors to pinpoint improvement opportunities while offering tailored coaching and growth experiences for employees. The platform fosters a culture of teamwork, openness, and support through its user-friendly dashboards and integrated communication features. Thanks to its cloud-based design, Genesys Cloud EX not only boosts organizational productivity and employee morale but also ensures the delivery of outstanding customer service, making it a crucial tool for modern businesses. Ultimately, the platform's focus on continuous development and engagement sets a new standard for employee and customer satisfaction.

Implement an advanced, cloud-based contact center to elevate customer interactions while reducing expenses. Tailored solutions designed to fit your specific business requirements enable the Cloud Contact Center to facilitate a smooth transition from outdated, capital-heavy contact center models to a more adaptable cloud or hybrid approach that enhances customer loyalty and boosts profits. You can avoid hefty initial investments by purchasing only the services necessary for your operations. Additionally, the system allows for rapid scaling to accommodate fluctuating call volumes. Management is simplified through the convenience of working with a single provider boasting over three decades of expertise in the contact center industry. This approach enhances omnichannel communication, optimizes outbound sales efforts, and offers support for remote agents through one unified, cloud-based platform. It features a robust, carrier-grade network and a fully redundant infrastructure, along with user-friendly interfaces that support touch-tone and multilingual speech recognition. Furthermore, it integrates seamlessly with standard databases, CRM applications, and 42 different types of private branch exchange systems, ensuring a comprehensive solution for all your customer service needs. With such capabilities, your business can not only meet but exceed customer expectations effectively.

A comprehensive 360º contact center platform that integrates various communication methods including voice, video, email, social media, and chat options like WhatsApp and Facebook Messenger, all accessible through a single, user-friendly interface. This platform is designed to be simple, intuitive, and customizable, ensuring a seamless experience across all channels such as voice, email, chatbots, and video. It offers outstanding audio quality, effective notification systems, and the ability to communicate with supervisors. Users can observe agents and teams in real-time, with wallboard displays showcasing the performance metrics of the call center. By merging top-notch contact center features with CRM data, it aims to provide outstanding customer experiences. The contact center is aligned with the customer journey, equipping agents with the necessary information to deliver personalized and efficient support. OneContact CC integrates effortlessly with major CRM systems, establishing a multichannel contact management solution that maintains a clear overview of each customer's profile and interaction history while fostering better client relationships. This innovative approach ultimately helps businesses enhance their service quality and customer satisfaction.

NICE Workforce Management stands out as the premier solution in the workforce management software arena. By offering the most precise and actionable schedules alongside forecasts, this tool empowers organizations to minimize labor waste while achieving their objectives through innovative forecasting algorithms. Implementing NICE WFM allows businesses to lower their headcount needs, streamline long-term planning, boost agent engagement, and enhance overall workforce efficiency. You can transform various aspects such as schedule adherence, attendance, agent satisfaction, and engagement using this all-in-one solution. Additionally, it helps to reduce the administrative burden and maintenance associated with WFM. By increasing employee utilization and refining scheduling efficiency, companies can enhance customer experience through a smarter approach to forecasting and scheduling. Given that digital channels necessitate distinct workforce strategies and metrics, it’s crucial to ensure adequate planning and staffing. Being prepared for unforeseen circumstances enables you to swiftly adjust staffing levels as needed. Embrace the future of workforce management with confidence!

Our award-winning Click2Coach platform is designed to provide initial training for agents by immersing them in realistic customer interaction scenarios and demonstrating various techniques for managing different types of customer inquiries. Once agents begin their roles, whether they are managing phone calls or engaging through multiple channels, continued coaching plays a crucial role in cultivating highly motivated and competent agents while ensuring outstanding customer experiences. This ongoing coaching process significantly enhances agents' effectiveness and productivity. Similar to training a professional athlete, coaching agents involves continuous guidance that hones their abilities and inspires them to excel. Even minor adjustments in their approach can lead to substantial improvements in their overall performance. Furthermore, agents who benefit from consistent coaching and constructive feedback not only polish their skills but also enhance their effectiveness, maintain higher levels of engagement, and provide an exceptional experience for customers. As a result, the investment in coaching yields remarkable returns in both agent development and customer satisfaction.

Cisco Webex Workforce Optimization offers a comprehensive suite of tools designed for managing team performance, thereby improving our Unified Contact Center Express and Webex Contact Center solutions. For supervisors to provide efficient, customer-centric service, they require access to essential data and tools that enable them to oversee team performance and foster outstanding customer interactions. By implementing scalable solutions for voice and screen call recording, along with quality evaluation methods, organizations can boost first call resolution rates and enhance overall team productivity. This solution alleviates the burden of scheduling from managers, allowing them to prioritize strategic enhancements and engage in real-time feedback processes. Additionally, by utilizing insights derived from speech and desktop action analysis, organizations can refine customer experiences while driving revenue growth. Importantly, Webex Workforce Optimization seamlessly integrates with Cisco Unified Contact Center Express and Webex Contact Center solutions, thereby enhancing the supervisor experience and contributing to the establishment of a world-class contact center. This integration ultimately paves the way for a more efficient operation where both customer satisfaction and team performance are prioritized.

Our software empowers contact center operations personnel to independently modify Call Taker skills configurations, eliminating the need for assistance from other support teams that typically handle these adjustments. It includes features for real-time management, monitoring, and tracking of Call Taker availability. This system equips contact center operations with tools to respond effectively to sudden fluctuations in call volume and varying arrival patterns. Additionally, it supports the scheduling of recurring projects and initiatives in advance. The software also allows for temporary management of Call Taker "On-Phone" availability schedules, enabling operations to make immediate adjustments to skills configurations without requiring IT intervention. Furthermore, it automatically reverts any temporary changes made to the Call Taker skills configurations, ensuring that stability is maintained after adjustments are no longer necessary. This comprehensive approach enhances operational efficiency and responsiveness in a dynamic call center environment.

Transform team effectiveness dramatically by utilizing live prompts that suggest the ideal responses for every customer interaction. Within every team, certain individuals consistently demonstrate greater productivity and efficiency than others. Cresta’s advanced AI technology identifies the unique strategies employed by these high achievers and provides real-time coaching to disseminate these best practices throughout the team. The outcome? A subject matter expert present at every customer interaction. Cresta's robust AI system continuously learns and refines its approach across various channels and scenarios to enhance team performance. Significantly boost compliance and overall team efficiency with immediate support and tailored coaching derived from insights from your top performers. By analyzing every conversation, Cresta monitors agent performance and reveals coaching opportunities, enabling managers to focus more on nurturing talent rather than merely reviewing transcripts. This innovative approach ensures that every team member can tap into the collective wisdom of their highest-performing colleagues.

Genesys Cloud CX is a versatile, cloud-based solution for contact centers that aims to provide outstanding customer experiences through multiple communication channels. With a focus on scalability and adaptability, it merges voice, chat, email, social media, and messaging into a single, streamlined interface. The platform utilizes sophisticated AI and analytics technologies to offer immediate insights, automate routine processes, and tailor interactions, thereby enhancing customer engagement efficiency. Additionally, its strong workforce management features enable businesses to fine-tune staffing and performance while upholding high service quality. Ideal for organizations of various sizes, Genesys Cloud CX facilitates smooth implementation and flexibility, proving to be an excellent choice for those seeking to improve their customer service capabilities. Furthermore, it ensures that businesses can respond to evolving customer needs and technological advancements seamlessly.

Enhance the performance of your agents and quality assurance team with an advanced intelligence system tailored for contemporary contact centers, a solution that has gained the trust of customer service leaders globally. Ensure that your agents receive the comprehensive feedback and coverage they truly merit, ranging from as little as 1% to a complete 100%. Experience real-time monitoring of conversations along with immediate assistance, while benefiting from a profound understanding of dialogue and extensive integrations across your enterprise. Provide your agents with timely access to the right information, enabling them to deliver accurate responses swiftly. Utilize customizable scorecards that work in conjunction with AI analytics to evaluate, rate, and analyze agent performance through an integrated AI-driven quality assurance process. We tackle your most significant challenges in a remote environment, especially when your team is dispersed around the world. As monitoring conversations at scale can be daunting, our AI evaluates interaction effectiveness for crucial business scenarios. This solution ensures that agents can respond to inquiries within seconds, delivering real-time answers drawn from your entire enterprise resource stack, ultimately transforming the landscape of customer support. With such tools in place, your agents will be empowered to excel in their roles, ensuring a seamless experience for your customers.

The dynamics of dialogues within contact centers are undergoing a significant transformation. As digital technology becomes more prevalent, the conversations handled through voice channels are increasingly intricate and serious, necessitating a personal touch. In these critical moments, customer loyalty hinges on the authentic connections established during emotionally charged exchanges. Nonetheless, many organizations face challenges in effectively training their phone representatives—whether they are on-site, working remotely, or part of a Business Process Outsourcing (BPO) firm—on the essential soft skills that are crucial for achieving customer satisfaction. Furthermore, there is often a deficiency in key behavioral insights that can facilitate enhancements and illuminate the effects of each customer interaction. To address this gap, Cogito provides an artificial intelligence-driven coaching platform aimed at enhancing the emotional intelligence of phone representatives, ultimately leading to more meaningful interactions with customers. This innovative approach not only supports the development of essential skills but also enables organizations to foster a more empathetic customer service environment.

The TCN Operator represents a comprehensive suite of top-tier call center tools that are seamlessly integrated for optimal efficiency. With TCN's no-contract guarantee, this cloud-based solution can be tailored to fulfill all the unique requirements of your call center. Annually, TCN's software handles billions of interactions between consumers and agents, making it a powerhouse in the industry. By consolidating all communication channels into a single platform, it provides agents with a cohesive experience, allowing them to connect with customers through their preferred mediums. This versatility empowers customers to select how they wish to communicate, enhancing their overall experience. Furthermore, with the right tools at their disposal, call centers can effectively navigate compliance regulations with confidence. Safeguarding sensitive information for both the call center and its customers is paramount, and TCN facilitates adherence to regulations like TCPA, HIPAA, and FDCPA through automation and streamlined processes. Ensuring data protection is crucial, as failure to do so could lead to significant challenges in the future, potentially jeopardizing your operation's credibility and trust. Ultimately, embracing TCN's innovative solutions equips your call center to thrive in a competitive landscape while upholding the highest standards of security and compliance.

AgentTime™ is a user-friendly and cost-effective software solution designed for managing call center staffing. With the capabilities of AgentTime, users can seamlessly import their anticipated call volumes and average call durations segmented by time intervals. The software then generates optimal weekly schedules tailored for various groups of agents. Included in AgentTime are Portage’s advanced Call Center Designer and SimACD staffing tools, which work together to identify the ideal number of agents needed for each time segment throughout the week. The Call Center Designer employs well-established Erlang-C formulas to forecast staffing needs and other key performance metrics for every period of the workday. Following this, SimACD fine-tunes those projections, enabling users to experiment with different agent counts in a simulated automatic call distributor (ACD) prior to finalizing the schedule. Plus, the software features an intuitive user interface that simplifies the process of crafting weekly schedules, making it accessible for managers at all levels. This streamlined approach not only enhances efficiency but also optimizes agent productivity and customer service outcomes.

An all-encompassing cloud contact center solution simplifies the process of connecting and collaborating with agents, employees, and customers alike. It enhances engagement, teamwork, and operational efficiency for achieving customer success. By crafting improved experiences, unlocking agent potential, and facilitating innovative work methods, businesses can thrive. Analyze emerging patterns and trends, derive significant insights, and take decisive actions with confidence. Decreasing reliance on IT resources while maintaining a dependable and secure platform is crucial for sustained success. Anticipate shifting customer demands with comprehensive support for voice and digital channels, intelligent routing, and proactive self-service solutions. To provide excellent customer experiences, it is essential to equip agents with a robust set of tools designed to save time and improve outcomes. Attaining full visibility allows organizations to capture valuable insights and respond swiftly to enhance customer interactions. Additionally, customizable reporting features significantly reduce the workload associated with managing and overseeing your contact center, ensuring a more efficient operation overall. In this fast-paced environment, continuous adaptation and improvement are necessary to meet the evolving needs of customers.

In the current digital landscape, effectively engaging customers necessitates the creation of a cohesive experience across all the channels they prefer for interaction. Whether through phone calls, emails, chats, or social media, providing uninterrupted service has become increasingly challenging. IFS Customer Engagement solutions empower organizations to offer quicker and more intelligent service, regardless of the communication channel utilized. By integrating an omni-channel contact center with a CRM in a single, customizable, AI-enhanced agent interface, support teams are equipped to provide swift assistance, no matter how intricate the inquiry. By consolidating various customer data sources from different systems and integrating all communication channels, agents can ensure a smooth customer engagement process while simultaneously increasing productivity. Achieving success in the competitive service market hinges on delivering exceptional customer care. Therefore, what are the essential steps required to modernize the contact center and implement effective self-service options? The answers to these questions will define the future of customer service excellence.

LeadDesk's innovative auto and predictive dialing features allow agents to increase their daily call volume from 40 to an impressive 120. This remarkable boost in call capacity can significantly impact your revenue and overall financial performance. With eight unique dialing options, including both auto and predictive modes, LeadDesk ensures that your outbound sales agents can effectively connect with customers in any scenario. Transitioning from a manual dialing system to LeadDesk can empower your call center team to contact three times more prospects each day. As the decision-maker, you have the opportunity to enhance your campaign's return on investment by utilizing LeadDesk’s intuitive tools for creating, managing, and analyzing sales and marketing campaigns without needing to consult external experts for every new initiative. This level of control allows you to continuously refine your call center strategies based on up-to-the-minute analytics and past performance data, ensuring your campaigns are always optimized for success. Embrace the power of LeadDesk and watch your sales potential soar.

Enhance your workforce engagement and boost contact center efficiency without raising expenses. Aspect Workforce, previously known as Alvaria Workforce & Aspect Workforce Management, equips your organization with essential tools to optimize performance, monitor progress, enhance agent capabilities, and minimize turnover rates. Beginning with our industry-leading workforce optimization features, the WEM Suite incorporates employee-focused elements like gamification to enrich the agent experience. This powerful integration results in a comprehensive workforce engagement solution unmatched in the industry. By utilizing Aspect Workforce, your contact center can leverage technology effectively, accommodating teams whether they are on-site, remote, or working from home. Select the necessary resources from our WEM offerings to foster superior customer interactions, elevate customer satisfaction, and cultivate a more engaged workforce—all while keeping operational costs low. Investing in these solutions sets the stage for long-term success and sustainability in your contact center operations.

Vantage Point, Pipkins' top enterprise workforce management product (EWM), features comprehensive scheduling, forecasting and planning functionality for enterprise-wide, multi-site, contact centre workforce management (WFM), and performance management. Pipkins understands that every contact is important to us. Vantage Point handles all contact that comes into organizations. This includes calls, chats, text messages, e-mails, and back office work items. Pipkins uses our state-of the-art algorithms, which were developed by Dr. James Pipkins. Vantage Point is the most accurate forecasting software on the market. This allows companies to solve complex operational problems in today's multi-faceted, multi-channel workforce management environment. Vantage Point provides organizations with a proven WFM solution that can automate processes and reduce costs.

Ameyo is a comprehensive contact center solution that enables businesses to optimize customer interactions across voice and digital channels. With features like omnichannel customer support, AI-powered voicebots, and integration with popular CRM platforms, Ameyo helps streamline communication and improve service quality. The platform also includes tools for managing video interactions, collecting real-time customer feedback, and analyzing performance metrics, ensuring a seamless and efficient contact center experience.

Playvox provides modern businesses and BPOs the most comprehensive, collaborative, and insightful agent optimization suite. It includes Quality Assurance, Performance Management Software, Coaching, Learning, and Agent Motivation Software. Our centralized and automated solutions integrate with your existing platforms, empowering agents, team leaders and QA analysts with the tools and real time intelligence required to improve customer experience and generate revenue within hours. Playvox believes that great customer experiences begin with people.

Kova excels at transforming every customer engagement into a productive experience. With our innovative software solutions, your contact center can significantly lower average handle times, access crucial speech analytics and customer sentiment insights, and gather important customer data to refine future interactions. Our platform also facilitates effective management of your call center workforce through strategic scheduling, practical training, and productivity-enhancing tools. Understanding the high cost of acquiring new customers, we prioritize the satisfaction of your existing clientele as a cornerstone of your business success. Kova’s recording solutions for contact centers offer a robust platform for comprehensive multimedia recording, assessment, and storage of calls. A user-friendly interface provides your team with seamless access to audio and screen recordings, quality assurance metrics, speech analytics, and more, equipping you with the essential information to retain your customers. Additionally, we utilize context-aware, dynamic customer surveys to gather feedback across various communication channels, ensuring a well-rounded approach to customer engagement. By leveraging these tools, your organization can create a more responsive and effective customer service environment.

TelStrat WFO delivers top-tier workforce optimization features within an intuitive interface. Effectively engaging and overseeing your teams is crucial for maximizing your most significant investment and surpassing customer expectations. A robust workforce optimization initiative, backed by appropriate software, serves as the solution to these challenges. Serenova provides this solution through both on-premises and cloud-based WFO software. With this system, you can seamlessly and accurately allocate skilled agents to fulfill service level requirements. Additionally, it allows for forecasting future needs and includes user-friendly wizard tools for straightforward predictions. Agents can input their scheduling preferences and track their performance through the My Time web-based agent portal and mobile application. Furthermore, enhancing agent motivation and performance is achievable through the incorporation of gamification elements, fostering a more engaged workforce overall. Ultimately, the combination of these features creates an environment where both agents and customers can thrive.

Harness the power of advanced AI to delve into call context, empowering your team to enhance their sales effectiveness. Our AI-driven solution for sales call analytics and coaching transcends mere KPI tracking; we dive deep into the entire conversation context, delivering immediate insights that can transform how you manage your sales force. Say goodbye to tedious oversight and the risk of overlooking potential sales opportunities. You can utilize our call evaluation templates or create custom questions to receive a tailored quality report. For instance, assess whether the salesperson engaged the client with open-ended inquiries about their needs and proposed subsequent actions at the conclusion of the call. Just upload a call to our platform for analysis, and you'll receive results in only a few minutes! Additionally, you will obtain a comprehensive report detailing the call, including feedback on the quality of the manager's conversation. Monitor real-time call quality scores and identify exemplary and subpar calls to inform training and coaching strategies for your sales team, ensuring continuous improvement and success. By integrating these insights, you can foster a culture of excellence within your organization.

CallMiner Eureka uses Artificial Intelligence and Machine Learning to analyze every customer interaction across all channels and uncover actionable intelligence. CallMiner Eureka is constantly improving and expanding to ensure our customers have the best tools to maximize their ROI. Analytics workbench, category, scoring configuration, and discovery. Direct performance feedback via the portal for agent/supervisors. Real-time monitoring & alerting, agent next-best-action, API/message driven. Audio capture is used for speech analytics. Redaction of sensitive data and PCI from audio and transcripts. Data extraction, audio / contact / data ingestion, app development. The speech analytics data story is brought to life. Enhance customer experience Communicate with your customers using the preferred channels. Customer insights can help you power your business. Optimize results.

Identify the optimal quantity of agents necessary to achieve your target service levels. Break down the requirements by hour, half hour, or quarter hour to determine the appropriate number of agents and phone lines needed to effectively manage the fluctuations in call volume throughout each day of the week. You can visualize, print, or export this information to Excel. Input your call center’s data, including call volumes, operational costs, number of incoming calls, arrival intervals, average conversation duration, after-call processing time, maximum waiting time for callers, and your desired service benchmarks. Subsequently, you will be able to access the performance metrics of Call Center Designer or generate hard copies of them. Additionally, all data entries and the derived statistics can be saved for future reference and easily retrieved. With just a few clicks, all computations and visualizations can be transferred to Excel or Word, facilitating seamless reporting. To enhance staffing and trunking calculations, Call Center Designer employs tailored versions of the Erlang C and Erlang B probability algorithms. This sophisticated tool not only streamlines operations but also aids in strategic planning for better resource management.

Content Guru’s cloud-based customer engagement platform, storm®, serves as a solution for numerous major global organizations. It equips businesses across diverse industries with an intuitive and comprehensive interface, facilitating the resolution of customer inquiries and issues while maintaining high service quality. By effortlessly integrating with external databases, storm enhances existing systems and expands capabilities, ultimately improving the customer experience. This platform empowers hundreds of the world’s leading companies to create outstanding customer interactions. Building on its foundational cloud contact center features such as IVR, ACD, and omni-channel support, users gain access to a variety of advanced modules, ensuring that both customer and agent experiences are maximized. Additionally, storm offers a suite of built-in functionalities, including workforce management (WFM) and customer relationship management (CRM) tools, further enhancing operational efficiency. Overall, storm is designed to adapt to the evolving needs of organizations while delivering exceptional service.

To ensure you remain compliant and avoid pitfalls, implement customizable voice analysis triggers that create robust safeguards. With more than 53% of consumers in the UK displaying some form of vulnerability, we have streamlined the process of identifying these individuals and connecting them with the right personnel in your organization. Notably, in the latter half of 2021, a staggering 91% of customers experienced a decline in customer experience from contact centers. By concentrating on factors that enhance performance quickly, you can better equip agents with the necessary responses to foster more favorable customer interactions. Establish personalized guidelines that provide immediate notifications to the relevant team members during critical instances, utilizing any data available on the platform, including your own inputs. Additionally, maintain a comprehensive overview of conversation effectiveness through key performance metrics that are significant to your operations, thereby offering valuable insights into agent performance after each engagement. This allows for continuous improvement and better customer relations over time.

It's essential to have a solution that can be easily transitioned to, with the option of support from knowledgeable consultants who comprehend your current position and future goals. You should be satisfied with a product that allows for straightforward management and support, avoids the need for continuous upgrade projects and capital expenditures, and is consistently enhanced with new capabilities as advancements in contact center technology occur. Symbee stands out as the most advanced Amazon Connect partner globally, providing the full benefits of Amazon CX innovations without the burden of creating everything from scratch. With Symbee, you'll receive a comprehensive AWS cloud-based omnichannel contact center and unified communications platform that integrates voice, chat, SMS, video, and social interactions seamlessly, all powered by AWS AI and machine learning services. Additionally, our low-code and no-code integrations with leading CRM, workforce management, and other contact center solutions can be implemented in just hours, significantly speeding up your operational readiness. This efficiency not only streamlines your onboarding process but also empowers your team to focus on enhancing customer experiences without the typical delays associated with deployment.

Our clients find innovative strategies to reduce call center expenses, enhance revenue potential, and mitigate compliance risks through our adaptable and scalable solutions. By leveraging advanced technologies such as AI, Natural Language Processing, and Intelligence Tools, we transform raw, unstructured call data into organized, valuable datasets for in-depth analysis. This empowers businesses to make informed decisions based on every interaction in sales, service, or marketing. Our Voice Analytics software efficiently transcribes contact center conversations and organizes the resulting data into actionable insights. With the help of natural language processing (NLP), recordings are automatically transcribed for ease of use. Furthermore, our industry-leading query solution allows users to analyze, inspect, and categorize calls effectively. We also provide automatic detection and redaction of sensitive information, such as PCI and PII, from both audio and transcripts. Our system incorporates 40 paralinguistic metrics, including silence, overtalk, dynamism, and sentiment, to offer comprehensive insights. Utilizing machine learning, we can identify and predict complex behaviors with impressive accuracy. Additionally, we extend our analytical capabilities to chat, email, CRM, and support data, ensuring a holistic understanding of customer interactions while continuously refining our tools for better performance.

For over two decades, Diabolocom has been transforming customer engagement with our cloud-native Contact Center as a Service (CCaaS) solution. Powered by proprietary generative AI, Diabolocom delivers advanced automation, improved reachability, and actionable insights tailored to today’s customer service and sales demands. Our AI Assistant enhances each interaction through real-time transcription, satisfaction analysis, and predictive next-best-action guidance. What makes Diabolocom unique is our combination of native AI for CX and full telecom functionality, creating a hyper-customized telephony experience. By automating repetitive processes, teams can redirect their focus to driving customer loyalty and revenue growth. Our solution integrates natively or via API with CRMs such as Salesforce, Oracle, and Microsoft Dynamics, ensuring complete visibility across every touchpoint. Leading brands like Mitsubishi Electric, Nikon, and Brinks rely on Diabolocom to deliver differentiated, AI-optimized customer experiences. With 97% faster post-call handling and a 12% reduction in churn, our platform drives efficiency and keeps teams agile.

Leapfrog your competition with AI-powered software built for the future. Engage and manage the teams in your contact center, branch office and back office. Humans and bots are handling complex requests across multiple channels and locations. Workforce Engagement allows you to: Balance employee flexibility with optimal staffing levels Measure and improve the quality of interactions Get rich insights into conversations across all engagement channels AI-powered real-time assistance for optimal outcomes Verint Workforce Engagement, a Customer Engagement Platform, is built on AI and automation. It provides best-of-breed capabilities to manage and analyze customer engagements, as well as improve them. Platform that spans across all customer engagement use-cases, not just the contact center. It is built on open architecture.

Learn about the workforce management solution that has the highest customer satisfaction ratings. WFM is made simple. This powerful workforce management software will improve both the employee and customer experience, while helping your company achieve its goals. We've reimagined the way to make WFM easy to use in a complex environment. You can be confident that the right people will be scheduled at the right times and the focus will remain on the needs of your customers. We've simplified the interface without removing features that you rely on. Our modern cloud-based interface has been optimized to make common tasks easier. We know how important it is to have an intuitive and familiar interface. Our seamless interface provides all the features you need, while providing an enhanced experience. Are you ready to have streamlined visualizations, which allow managers to see everything they need without having to switch screens?

Calibre stands out as a top-tier call recording solution that converts recorded interactions and their related metadata into actionable intelligence for decision-making. As a dependable and comprehensive tool for business enhancement, Calibre not only boosts performance and productivity but also elevates customer satisfaction, while simultaneously mitigating risks, lowering operational expenses, and increasing profitability. Designed with robust, high-quality digital recording capabilities and an intelligent framework, Calibre is adaptable to suit the requirements of contact centers of any size. With support from prompt and professional certified technicians and the I’m Alive™ proactive monitoring system, clients can implement Calibre with assurance. Additionally, Calibre features an Advanced API and event triggers to ensure the secure archiving of sensitive data and maintain compliance with rigorous security protocols. Communications are fortified through multi-layer algorithms and data encryption, ensuring restricted access and safeguarding confidential information, ultimately fostering a trustworthy environment for users. This all-encompassing approach positions Calibre as an indispensable partner in achieving operational excellence.

No matter if you're a small to medium-sized business or a large corporation listed on the FTSE100, whether operating in utilities or financial services, and whether you employ 10 or 600 agents, ICR Evolution offers tailored solutions to address all your customers' needs efficiently. By utilizing our scripting and templating capabilities, you can decrease the likelihood of customer outreach and improve your First Contact Resolution rate, ensuring seamless communication. Our user-friendly software not only minimizes agent fatigue but also allocates additional time for comprehensive customer evaluations, thus reducing the chances of repeat inquiries. The ICR software boasts several dialing modes, including predictive, progressive, preview, and agentless options, enabling you to select the most suitable method for each of your telesales initiatives. Your agents can concentrate solely on revenue collection, as the evolution software manages all other aspects seamlessly, enhancing overall operational efficiency. This approach not only ensures a better customer experience but also fosters a more productive work environment for your team.

Hypergrowth companies like Epic Games, Hopin, and Wistia use Klaus to boost agent skills and have more conversations that end with a smile. ✨ Klaus users report: - Cut downtime spent on quality assurance by 70% - Boost CSAT by over 10% - Onboard new agents 2x faster ✨ Our purr-ific features: - Automate & scale your QA - Rate and comment on conversations - Customize rating categories and scales - Accelerate onboarding of new support reps - AI brings meaningful conversations to the top - Automate assignments & goals - Coach with precision - Filter conversations based on: Complexity, Sentiment, CSAT, and more - Filter by agent-based on: Volume, Sentiment, CSAT Zoom in on details with data insights and zoom out for perspective with data visuals. A quality all-in-one, Klaus is your single source of information for training & improving.

Ansapoint is a software application designed for Windows that assists in determining the optimal number of agents required at your call center to meet specified service objectives for incoming calls. Additionally, it provides estimates for the number of trunks necessary to accommodate peak traffic at your center. Featuring a distinctive graphical user interface, along with charting capabilities and the ability to generate printed reports, Ansapoint enables efficient and straightforward planning of workforce needs for call centers. This versatile tool is compatible with all Windows versions, whether 32-bit or 64-bit, making it accessible to a wide range of users. With its user-friendly design, Ansapoint significantly simplifies the process of workforce management in call centers.