Ratings and Reviews 0 Ratings
Ratings and Reviews 0 Ratings
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IntradiemIntradiem stands out as the sole workforce management platform that ensures tangible outcomes while enhancing customer service. Our innovative technology functions as an automated supervisor for call centers, activating rules in real-time based on current operational conditions. It is responsible for executing over 1.2 billion automated tasks each year, contributing to significant savings of over $160 million for our clients in just the last two years. With its unique capabilities, Intradiem empowers organizations to optimize their workforce efficiency like never before.
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QEvalQEval is an innovative cloud platform that assists call centers in efficiently managing their quality assurance and compliance requirements. It boasts essential features such as online coaching integration for agents, role-specific access controls, secure recordings, and comprehensive trend analysis. Serving as a multifunctional and intelligent tool for quality monitoring and performance management in contact centers, QEval employs cutting-edge artificial intelligence alongside real-time speech analytics to deliver valuable insights and analytics. This platform enhances the coaching process by providing timely training updates and improving visibility into coaching methodologies, advancing beyond traditional checkbox evaluations. By utilizing AI-powered speech analytics, QEval reveals critical performance insights, including emotional indicators, thereby elevating call center quality monitoring and enabling more effective coaching for agents. Furthermore, this approach not only optimizes performance but also enriches the overall training experience within the call center environment.
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CallTrackingMetricsCallTrackingMetrics stands out as the sole SaaS platform that integrates call tracking and conversion intelligence to enhance contact center automation, leading to a more tailored experience for customers. Discover which marketing initiatives are driving leads or conversions, and leverage that information to create automated call flows that enhance your contact center operations. With our comprehensive suite of phone, text, online, and live chat tools, you can achieve seamless communication across your entire organization. More than 100,000 users around the globe rely on CallTrackingMetrics to streamline communications for their sales, marketing, and service teams, ensuring efficiency and effectiveness in their outreach efforts. Our call tracking capabilities include dependable dynamic number insertion (DNI) for precise session-level attribution, as well as local and toll-free tracking numbers, which offer omnichannel attribution across calls, texts, and form submissions. Additionally, our contact center solutions feature a user-friendly browser-based softphone, along with intelligent routing options to optimize call management. Embracing these advanced features can significantly elevate your organization's customer interaction strategy.
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CallToolsRevolutionize your contact center operations with CallTools, a cutting-edge cloud-based solution that seamlessly integrates both inbound and outbound dialing to maximize productivity. Boost agent efficiency while building stronger connections with customers through powerful features such as predictive dialing, call recording, and coordinated multi-channel campaigns via email and SMS. Obtain a comprehensive view of team performance with in-depth analytics and real-time reporting capabilities. With adaptable integrations, efficient queue management, and personalized IVR settings, CallTools streamlines processes and enhances call results. Improve your connection rates by utilizing sophisticated data targeting and dynamic caller ID technologies. Designed for simplicity, CallTools equips teams to tackle even the most challenging tasks effortlessly, ensuring a smoother workflow across the board. This innovative platform not only enhances operational efficiency but also fosters a more responsive and customer-centric approach in your contact center.
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TollFreeForwardingIn just one minute, you can set up your international phone number, with options available for over 120 countries and 1,000 cities. This service allows you to redirect your calls to any global number seamlessly. With advanced scheduling features, you can manage call routing based on your business hours and preferences, directing calls to your main office during operational times and to voicemail when closed. You also have immediate access to comprehensive data regarding calls made to your TollFreeForwarding number, which can assist in analyzing customer call behavior for better outbound sales and follow-up strategies. Additionally, you can record your calls, whether in full or in segments, for easy tracking and review. These recordings are stored in call detail records, which can be accessed, downloaded, or played back whenever necessary for reference. By leveraging this functionality, you can enhance your communication efficiency and better serve your clientele.
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EngageBayEngageBay is an easy-to-use, cost-effective platform that integrates marketing, sales, and service automation, complete with a free CRM. Designed specifically for small businesses and startups, it aims to facilitate growth and efficiency. The marketing automation tools empower you to streamline your tasks, engage your audience, and reduce the time spent on mundane activities. Additionally, the sales automation features enable you to manage your contacts effectively, monitor deals, and develop a robust sales pipeline. This platform also fosters enduring customer relationships through its comprehensive features. Furthermore, you can deliver prompt assistance to your clients using the helpdesk and live chat functionalities, which allow you to efficiently track, prioritize, and resolve customer support inquiries in just a few minutes. Ultimately, EngageBay serves as an all-in-one solution for businesses looking to enhance their operational capabilities and customer service.
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netTerrain DCIMnetTerrain offers a dynamic and automated platform for visual diagramming and reporting, providing comprehensive representations of your IT infrastructure, including data centers, networks, fiber, and cloud systems. By substituting disjointed documentation with coherent, interactive maps and reports, netTerrain aids in cutting expenses, accelerating troubleshooting processes, preventing system downtime, and reducing the need for field visits. Users can access both broad overviews and detailed analytics on various aspects such as capacity, power management, security updates, work orders, and beyond. Moreover, netTerrain empowers organizations to visualize their IT landscape effectively, facilitating informed decision-making for every business scenario encountered. This level of insight ensures that teams are well-equipped to address challenges and optimize their operations continuously.
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CivicPlus Social Media ArchivingCivicPlus Social Media Archiving stands out as one of the most trustworthy solutions for public entities aiming to effectively manage records compliance and mitigate risks. This innovative software seamlessly integrates with your social media platforms, enabling the real-time capture, preservation, and archiving of all content shared and interacted with by your organization. The archived data is securely stored in a user-friendly interface, making it easy to oversee your online communications while ensuring adherence to public records laws and regulations. By utilizing social media archiving, organizations can safeguard their communications, allowing for prompt responses to compliance inquiries and legal obligations. Furthermore, the software captures even deleted or modified posts and comments, providing a comprehensive record of all interactions. Users can replay recordings in their original context, and the authenticity of the content is guaranteed through the use of digital signatures, thus enhancing the integrity of the archived information. This approach not only streamlines compliance efforts but also fortifies public trust in the organization's transparency and accountability.
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Local Measure EngageEngage offers a uniquely tailored and outstanding experience by leveraging the capabilities of AWS and Generative AI. Traditional contact center systems, which are often cumbersome and outdated, can lead to excessive costs and inefficiencies. Local Measure's Engage For Amazon Connect is designed to meet the demands of today's consumers effectively. As a Contact Center as a Service, Engage takes care of all upgrades and enhancements, eliminating the need for costly agent licenses or complex hardware setups. Our pricing model based on consumption is flexible enough to suit businesses of various sizes. To successfully establish a brand, prioritizing customer needs is essential. Engage empowers agents with tools such as sentiment analysis and chatbots, allowing them to gain deeper insights into customer behavior and enhance user experience. Engage supports multiple communication channels, including Voice, Email, SMS, Facebook Messenger, Instagram DM, Twitter DM, WhatsApp, WeChat, LINE, and Web Chat, ensuring comprehensive customer engagement. This multi-channel approach not only streamlines interactions but also helps businesses connect with their audience in the ways that are most effective for them.
What is Kova?
Kova stands out by transforming each customer interaction into a valuable opportunity. Our cutting-edge software solutions empower your contact center to greatly reduce average handle times while providing vital speech analytics and insights into customer sentiment, enabling you to collect essential data that enhances future interactions. Furthermore, our platform supports efficient management of your call center team through strategic scheduling, targeted training, and tools designed to boost productivity. Recognizing the substantial costs associated with acquiring new customers, we emphasize the importance of keeping your current clientele satisfied as a fundamental aspect of your business's success. Kova’s comprehensive recording solutions for contact centers deliver a powerful platform for thorough multimedia recording, evaluation, and storage of calls. With a user-friendly interface, your team can easily access audio and screen recordings, quality assurance data, speech analytics, and more, providing you with the crucial information needed to maintain customer loyalty. Additionally, we implement context-aware and dynamic customer surveys to collect feedback across multiple communication channels, ensuring a holistic approach to customer engagement. By utilizing these advanced tools, your organization can foster a customer service environment that is both more responsive and effective, ultimately driving long-term success. This commitment to enhancing customer experiences positions Kova as a leader in the industry.
What is IFS Customer Engagement?
In today's digital environment, successfully connecting with customers requires the establishment of a seamless experience across all preferred interaction channels. Whether it's via phone, email, chat, or social media, maintaining consistent service has become a growing challenge. IFS Customer Engagement solutions enable businesses to deliver faster and smarter service, regardless of the channel in use. By merging an omni-channel contact center with a CRM into a single, customizable, AI-driven agent interface, support teams are better positioned to provide prompt help even for complex queries. By integrating diverse customer data from multiple systems and unifying all communication channels, agents can facilitate a fluid customer engagement process while boosting their productivity. Excelling in the competitive service arena is dependent on providing outstanding customer care. Consequently, what are the vital actions needed to revamp the contact center and introduce efficient self-service alternatives? Addressing these queries will shape the landscape of customer service excellence moving forward, highlighting the importance of innovation in meeting evolving consumer expectations.
Integrations Supported
Cisco CX Cloud
Eventide Elevate
Everbridge IT Alerting
IFS
Verint Community
Integrations Supported
Cisco CX Cloud
Eventide Elevate
Everbridge IT Alerting
IFS
Verint Community
API Availability
Has API
API Availability
Has API
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Kova
Company Location
United States
Company Website
www.kovacorp.com/products/workforce-optimization
Company Facts
Organization Name
IFS
Date Founded
1994
Company Location
United Kingdom
Company Website
www.ifs.com/us/solutions/service-management/customer-engagement/
Categories and Features
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning
Categories and Features
Call Center
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning