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The Dialogic BUZZ UC Platform Swiss Army Knife - Dialogic - ContactCenterWorld.com Blog

The Dialogic BUZZ UC Platform Swiss Army Knife

Several weeks ago I wrote a blog that documented my time from a fledgling start-up company based in the UK to joining the Dialogic family. In that musing, I referenced the exciting experience over the last couple of years as the company reinvented itself into one that is lean, agile, and ready and able to succeed in the new world of virtualization and cloud. Remaining on the same theme, this blog delves a little deeper into the world of Dialogic to reveal exactly how we have remodelled the very core of the company from the ground up though our product offerings.

I remember as a young man the landmark day I was permitted to own a Swiss Army knife – a long time ago. As someone who grew up in the countryside, it was the perfect accompaniment to many adventures and its multiple tools were used for tasks ranging from bow and arrow construction to building camp fires. But what relevance does this nostalgic day dreaming have to the topic at hand, you ask?

Dialogic is very much analogous to a software version of a Swiss Army knife. Contained within its multifunctional core are tailored software components that can either be used in isolation or in combination to solve modern day problems – just like my childhood adventures and prized Swiss Army knife. There is no better example than Dialogic’s recent addition to the portfolio, the highly impressive and disruptive Dialogic BUZZ Unified Communication (UC) platform. Not only does it provide a wealth of new technology and innovation, but it also leverages complimentary, established Dialogic products to achieve architectural goals – much in the same way the trusted Swiss Army knife was used to complete my childhood adventures. The following illustration provides a very simplistic view:

 

Clearly shown are the new, exciting core components that have the Unified Communications industry talking (or BUZZing), such as Dialogic BUZZ clients and Dialogic BUZZ UC Server solution.  Additional key components of the solution are drawn from Dialogic’s broad portfolio, namely:

  • The Dialogic Media Resource Function (MRF), known as Dialogic PowerMedia XMS, which provides best-of-breed mixing and transcoding component for all sophisticated conference activities, such as voice, video and screen sharing,
  • The Dialogic Media Resource Broker (Dialogic PowerMedia MRB), which seamlessly compliments the solution, providing scaling of conference activities for larger and/or critical conference resources, including high availability
  • The cloud-native Dialogic BorderNet Session Border Controller (SBC), which is a perfect fit  for all security and interworking needs
  • The Dialogic Load Balancer, which provides the final tool in our Swiss Army Knife armoury by supporting all general protocol scaling requirements and redundancy across a range of protocols such as Session Initiation Protocol (SIP) and Hypertext Transfer Protocol (HTTP)

Dialogic BUZZ UC solution is an exciting new addition to the Dialogic software portfolio and provides reassurance that at its core, are components that the communications industry has come to trust. More Dialogic BUZZ UC detail to follow – stay tuned.

Source: https://blog.dialogic.com/blog/the-dialogic-buzz-uc-platform-swiss-army-knife

Publish Date: October 24, 2018 5:00 AM


2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872

4.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

5.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

6.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)
PH: (+61) 406 501 368

7.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

8.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

9.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

10.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

11.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

12.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

13.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

14.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)
PH: 1+480-435-9390

15.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

16.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
PH: 0217991445

17.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

18.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

19.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 



View more from Dialogic

Recent Blog Posts:
Scaling in the Cloud – Avoid Flying Too Close to the SunDecember 17, 2019 5:00 AM
SD-WAN’s Relationship with UCaaSDecember 12, 2019 5:00 AM
Hearing and Seeing the Difference in UC PlatformsNovember 7, 2019 5:00 AM
Microservices Architecture – What is it, and why should I care?October 31, 2019 5:00 AM
Panning for “Killer Apps” in the Gold Rush of 5GFebruary 14, 2019 5:00 AM
The Dialogic BUZZ UC Platform Swiss Army KnifeOctober 24, 2018 5:00 AM
DialogicONE - IoT SolutionsOctober 22, 2018 5:00 AM
Dialogic PowerMedia MRF – A Solution You Can Depend OnSeptember 25, 2018 5:00 AM
Enabling WebRTC with the Dialogic PowerVille Load BalancerJuly 16, 2018 5:00 AM
Telecom Meets Digital: The Importance of Establishing ControlsMay 24, 2018 5:00 AM

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