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Hearing and Seeing the Difference in UC Platforms - Dialogic - ContactCenterWorld.com Blog

Hearing and Seeing the Difference in UC Platforms

I've lost count on how many Unified Communications (UC) platforms are out there. It seems every week there is an announcement on a new vendor launching its own. It does not surprise me, as per most analysts, UC is a growing market with a market cap that is expanding by multiple billions of dollars year over year. Everyone wants a piece of that!

As in most market segments, in the UC market there are those vendors that took a risk and now are market leaders and others that came later, but by flexing their financial muscle were able to buy market share (you know who they are…). There are also the niche vendors that identified an interesting gap and are capitalizing on it. Independent of the type of vendor, in UC, there are base factors that can contribute to success or failure. One of these factors is audio and video quality. It is quite hard to collaborate when you have a poor experience on audio and video calls and conferences. A UC vendor could have the most advanced APIs or integrate with a multitude of applications, but if audio or video quality is not there and adaptable to different network conditions, then it is destined for failure.

As a head of product management, it is part of my role to take a good look at the competition and analyze the pros and cons of my products – in this case the Dialogic BUZZ™ UC platform. While my view is, of course, biased, our customers’ – and particularly prospects’ – opinions are not, and, depending on the culture, can be quite blunt. For example, in the early days of Dialogic BUZZ development, I had a meeting where a potential customer tore down the product bit by bit. Whatever self-confidence and game plan I had going into that meeting were shattered in the first 10 minutes. But at the same time, it was refreshing and helped me understand why. We had run a Proof of Concept (PoC) with that particular prospect, and had focused on all the shiny collaboration features and the integration with Microsoft Office 365. The PoC platform was hosted in the US, but the prospect was using a remote team based on a different continent to test the features, which meant that due to latency, the audio and video experience was quite poor. It did not matter that the product had lots of cool features, because in the end audio and video quality was the KPI that defined success. Based on this feedback, Dialogic added a function called Regional Media Servers (RMS). This allows us to detach and globally distribute the media servers without the need to redeploy the entire Dialogic BUZZ UC platform.

Since the inception of Dialogic BUZZ, the ability to leverage Dialogic’s expertise in media processing has been a huge plus. Dialogic has over 120 patents in media processing and is considered a market leader. Possessing in-house products, such as Dialogic® PowerMedia® XMS (Dialogic’s media server offering) and Dialogic® BorderNet™ SBC, allows an unparalleled level of flexibility. Both products meet very high standards for audio and video quality. This became very clear when, in the early stages of Dialogic BUZZ UC product development, the product achieved an impressive amount of traction, despite going head-to-head with other more mature UC platforms. We have managed to keep our prospects engaged based on the differences they saw in audio and video quality vs. other offerings.

With the realization that audio and video quality is the key to success for Dialogic BUZZ, Dialogic has taken it a step further by offering automated media parameter adjustments, such as jitter buffer, to enhance the audio and video experience, even in poor connectivity environments (e.g., busy Wi-Fi hotspots). Another key element is to notify the user about the cause for any degradation in audio and video quality – and how to solve it.

Getting to this point in the evolution of the Dialogic BUZZ UC platform has been quite an exciting journey. Prospects and customers have played a tremendous role in guiding our roadmap and helping us understand what truly matters – and the being the top-dog on features and integrations has limited value. Without quality audio and video communications, you won’t go far.

See and hear it yourself! Reach out to one of our team members to discuss why Dialogic BUZZ UC has a noticeable difference (https://www.dialogic.com/contact-sales).

Source: https://blog.dialogic.com/blog/hearing-and-seeing-the-difference-in-uc-platforms

Publish Date: November 7, 2019


2024 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Premium Listing
iNextrix Technologies

iCallify
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.


3.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

4.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

5.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

6.) 
Allstream

Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.

7.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

8.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

9.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

10.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

11.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

12.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

13.) 
Callnfax

Voice & Video Services at the Speed of Business
CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.

14.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

15.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

16.) 
ContactCenter4ALL

CC4Teams
Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.

For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams.
The intuitive CC4...
(read more)

17.) 
Contaque

Contaque VERVE
Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions!

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234



View more from Dialogic

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

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