Best Call Center Infrastructure (CCI) Software - Page 18

Dexem

Dexem provides tools to create, deploy and manage hosted IVR and call routing applications.

Digitale Warteschleife

SO Callback von ServiceOcean ist eine innovative Softwarelösung, die den telefonischen Kundenservice revolutioniert, indem sie Anrufern nach einer kurzen Wartezeit von etwa 60 Sekunden intelligente Alternativen zum Auflegen bietet. Durch den Einsatz von Künstlicher Intelligenz (KI und Behavioral Science optimiert die Software das Anruferverhalten, reduziert Aufleger und Wiederwähler und steigert somit die Erreichbarkeit und Effizienz von Servicecentern erheblich. Hauptfunktionen und Merkmale: - Termin-Rückruf: Anrufer können minutengenaue Rückrufe zu einer von ihnen gewählten Zeit buchen. Die angebotenen Termine werden automatisch an die Teamkapazitäten angepasst. - Virtuelles Warten: Anrufer legen auf und die Software wartet für sie. Der Rückruf erfolgt auslastungsbasiert zum nächstmöglichen Zeitpunkt. - Freiwilliges Warten: Anrufer haben die Möglichkeit, in der klassischen Warteschleife zu bleiben, was die freiwillige Entscheidung für das Warten fördert und Aufleger reduziert. - Online-Terminbuchung: Kunden können über die Website oder App pünktliche Termin-Rückrufe buchen. - KI-gestützte Terminplanung: Die Software plant automatisch Terminkapazitäten unter Berücksichtigung von Echtzeit-KPIs. Primärer Nutzen und Problemlösung: SO Callback adressiert das häufige Problem von Anrufern, die in Warteschleifen auflegen und wiederholt anrufen, was die Erreichbarkeit und Effizienz von Servicecentern beeinträchtigt. Durch die Bereitstellung von Alternativen zum Auflegen reduziert die Software die Anzahl der Aufleger und Wiederwähler, senkt das Anrufvolumen um bis zu 10 % und steigert die Erreichbarkeit um bis zu 38 %. Zudem können die Kosten für die Erreichbarkeit um bis zu 85 % gesenkt werden, während die Kundenzufriedenheit messbar steigt. Die Integration erfolgt ohne IT-Schnittstelle und ist innerhalb von zwei Tagen abgeschlossen, was eine schnelle Implementierung ermöglicht.

DooCTI

Doocti is an application which integrate your communication channels with Your Helpdesk, CRM, and Other Key Tools. It is an application that provides a unified 360-degree view of the customer across all systems of record -- across your communication channels -- displayed in real-time to the customer-facing employee. Contact Details

eTollFree

eTollFree is Tier-1 World Wide VoIP Provider. Provide superior local and toll-free numbers for individuals, or call center solutions for large Fortune 500 companies

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EVS7 Cloud Call Center

Cloud Contact Center is a cloud-based sales lead management system inlcuding inbound and outbound calling.

ExactCall

With ExactCall, agents deliver required information using either our audio-delivery or proprietary text-messaging option.

Expertflow Contact Center

Expertflow Contact Center is a Contact Center as a Service (CCaaS) platform, with the flexibility to also be deployed on-premises (CCaaP) or in a hybrid model, from Expertflow, a Swiss-based contact center software company serving customers since 2006 (www.expertflow.com). The platform brings together the full CCaaS feature set businesses expect in one solution: omnichannel voice and digital conversations, built-in CRM contact center connectors (Salesforce, Microsoft Dynamics, SAP, HubSpot, Odoo, Zoho), voice and chatbots, AI agent and supervisor assistance, conversation analytics, quality management (QM), workforce management (WFM), and voice recording. Agents work from a single unified workspace with full customer context, while supervisors get real-time performance insights and AI-driven guidance. Expertflow Contact Center helps organizations consolidate CRM, AI, and voice into one platform so they can orchestrate every customer journey, reduce handle times, and deliver consistent, personalized service across channels - without being locked into a single deployment model. Learn more at https://www.expertflow.com.

FlexIP Hosted VoIP Provider

FlexIP Solutions is a communications provider offering VoIP-based phone systems including a hosted VoIP, unified communications (UCaaS), Contact Center, text messaging, etc.

Focus Contact Center

Focus Contact Center is an omnichannel communication platform, easy to use, quick and intuitive. FCC improves customers' satisfaction and secures their loyalty. It enhances the customer experience and streamlines your operations with predictive dialling, built-in mini CRM and advanced reporting. Seamlessly integrates with CRM, such as Salesforce, MS Dynamics, and bespoke systems. - Multichannel communication in the cloud: phone, email, chat, social media, www; - Full process automation in communication, sales and customer service based on gathered customer data; - Inbound communication: IVR, queuing; - Outbound communication: telemarketing campaigns, surveys, sales follow-ups and closings; - Intuitive and simple design, implementation and data analysis; - Compatible Mobile Apps;

Fonada

Founded in 2014, Fonada is a leading provider of cloud telephony and communication solutions, headquartered in Noida. With a team of over 80+ employees, the Fonada family has rapidly grown to serve a diverse range of industries, including finance, healthcare, e-commerce, logistics and many more. Leverage Fonada’s CPaaS Solutions for Smart Business Communication Cloud Contact Center Solutions 1. Delivers comprehensive solutions for managing inbound and outbound communications. 2. Increases operational efficiency with features like call routing, monitoring, and recording. 3. Enhances customer support with unified communication channels and CRM integrations. 4. Automated outbound calls, increasing agent productivity and reducing idle time. 4. Ensures higher call connectivity with advanced dialing algorithms. Voice Solutions 1. Voice Broadcasting/OBD: Deliver pre-recorded messages to a large audience quickly and efficiently. 2. Virtual Number: Provide a professional appearance and manage calls seamlessly with virtual numbers. 3. Number Masking: Protect privacy by masking the actual phone numbers during calls. 4. Toll-Free Numbers: Enhance customer service by offering toll-free numbers for easy access. 5. IVR Solutions: Improve customer experience with interactive voice response systems that guide callers to the right department. 6. Click-to-Call Solution: Boost customer engagement by allowing them to connect with your business with a single click. Messaging Solutions: 1. WhatsApp Business Solution: Engage with customers on their preferred messaging platform for better interaction. 2. RCS Messaging: Offer rich media messages that enhance customer engagement with images, videos, and interactive buttons. 3. Bulk SMS Solution: Send bulk SMS campaigns for marketing, alerts, and notifications to a large audience efficiently. API Solutions: 1. Calling APIs: Integrate voice call capabilities into your applications for seamless communication. 2. Messaging APIs: Incorporate messaging features into your software for enhanced customer engagement. Primary Value and Solutions: Fonada’s solutions address several critical business challenges: 1. Low Call Connectivity: Utilizing spam-free CLIs and advanced algorithms, Fonada ensures higher call connectivity, reducing the chances of calls being labeled as spam 2. Operational Efficiency: Automation through solutions like auto dialers and IVR systems boosts efficiency and cuts costs. 3. Customer Engagement: Enhanced communication features like Click to Call and RCS messaging improve customer interactions and lead to higher conversion rates. 4. Scalability and Flexibility: Fonada’s cloud-based solutions offer the scalability and flexibility businesses need to grow and adapt their communication capabilities. By streamlining and enhancing business communications, Fonada delivers improved customer satisfaction, increased operational efficiency, and higher return on investment (ROI). Fonada empowers businesses to achieve seamless, efficient, and cost-effective communication, making it a pivotal partner in modern business operations.

FoneBox

FoneBox is Australia's leading provider of inbound call services.

Fonvirtual

Fonvirtual offers virtual PBX services and 100% cloud-based call center software, with virtual voice and text agents. Among its main features, Fonvirtual provides a multichannel solution that allows managing calls, chats, and video calls from a single platform and, thanks to WebRTC technology, from any device and anywhere in the world.

FrontStage

FrontStage offers a broad and innovative range of Omni-channel contact centre functionalities, including a unified Omni-channel routing and intelligent queuing algorithm, predictive diallers, built-in contact and case management, quality management, co-browsing, native call and screen recording, and an API for integration with third-party applications. The FrontStage CTI-interop solution also works seamlessly with the most popular enterprise communication call servers and PBXs available on the market. The FrontStage platform can be deployed On-Prem or as a cloud service within Microsoft Azure.

Futurecalls Technology

Futurecalls Technology Pvt Ltd offers a comprehensive suite of IT and project consultancy services, specializing in voice and contact center solutions. Their offerings are designed to enhance customer service experiences and streamline communication channels for businesses across various industries. Key Features and Functionality: - Voice and Contact Center Solutions: Futurecalls manages and deploys AVAYA IPO installations and AVAYA CM solutions, serving as an Emerald partner for AVAYA. They also partner with Ozonetel and Contaque to provide dialer solutions tailored for small and mid-sized organizations. Additionally, they offer cloud services to optimize the deployment of cloud contact centers. - Security and Infosec Solutions: The company provides a range of security services, including firewall deployment and management with partners like Sophos, Fortinet, SonicWall, Palo Alto, and Cisco. They offer endpoint security solutions with Kaspersky, Sophos, Seqrite, and CrowdStrike, as well as SIEM, SSO, MFA, and CASB solutions from LTS Secure. Their services also encompass VAPT deployments and testing with Rapid7/Nexpose, web application security with Accunetix/Cyberchief, ISO 27001 audits, and phishing simulation services. - Infrastructure Solutions: Futurecalls partners with leading companies like Cisco, HP-Aruba, Ruckus, Extreme, and D-Link to provide infrastructure solutions. Their services include security and CCTV solutions from Hikvision and CP PLUS, biometric and attendance solutions from MATRIX and ESSL, Wi-Fi solutions for internal and external access points, structured cabling and laying, and data center solutions for enterprise customers. - Cloud and Services: As a select partner for AWS and Azure, Futurecalls offers AD integration and deployment services, mail migration and hosting solutions, network and security audit services, NOC and remote infrastructure management services, expertise in open-source service offerings, AWS training, ISO/IEC 27001:2013 gap assessment, web application and security assessment, and vulnerability assessments and penetration testing. - Information Security Management System : The company provides comprehensive ISMS solutions, including internal audit programs, performance evaluation, awareness and training programs, BCP simulation, VAPT assessment, DR tests as per BIA, physical security penetration tests, phishing simulations, business impact analysis, and InfoSec risk assessments for all functions. Primary Value and Solutions for Users: Futurecalls Technology Pvt Ltd delivers tailored IT and consultancy services that address the unique challenges faced by businesses in managing customer interactions, securing data, and optimizing infrastructure. By leveraging their expertise and strategic partnerships, they provide scalable and flexible solutions that enhance operational efficiency, ensure data security, and improve overall customer satisfaction. Their comprehensive approach allows organizations to focus on core business objectives while Futurecalls manages the complexities of IT infrastructure and security.

Gadgets for Cisco Finesse

Significantly enhance experience of agents and supervisors on all of the Cisco® contact center platforms (UCCX – Express, UCCE – Enterprise incl. Packaged). Automate repetitive tasks, provide alerts and notifications (RONA, Calls in Queue, ..), connect agents to back office and remote experts, or even integrate Cisco Finesse® with all the tools that the agents use (including Salesforce®, MS Dynamics CRM, ServiceNow® and other SQL based systems). Learn now how to create a truly unified workspace and a seamless Cisco agent desktop experience using 2Ring Gadgets for Cisco Finesse.