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Enterprise Connect 2016 Wrap [podcast] - IR - ContactCenterWorld.com Blog

Enterprise Connect 2016 Wrap [podcast]

Enterprise Connect 2016 took place end of March in Orlando. IR was there in the thick of the action for what proved to be an excellent event. In this podcast, Skip Chilcott - Head of Product Marketing - shares his thoughts on the highlights from the floor, what was hot and what to keep an eye out for. Enjoy.

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Transcript

Scott: If you weren’t able to attend this year’s Enterprise Connect Conference, we’ve got you covered. Skip Chilcott, Head of Product Marketing with IR attended the conference and joins us here today. Skip, what were some of your key takeaways?

Skip: Really this year was all about the cloud. Everybody is thinking about what is communications from the cloud going to look like and when are our customers going to adopt it and, you know, how are they feeling about it and then all the vendors have cloud options, cloud offerings, and if they don’t have it yet, they’re certainly trying to, you know, pivot their strategies and their messaging around that while they figure out what they’re going to do and how they’re going to provide a service from the cloud.

Scott: Was there any kind of consensus to, you know, the transition that we’re going to see? I mean, the scale, that sort of thing in terms of going all cloud, all the time?

Skip: Yeah, you know, basically, every customer I spoke to—and even over the last, you know, six to twelve months, you know, it’s accelerating and every single customer I spoke to basically has said we are going to move to the cloud. It’s not really a question of if they’re going to do it. It’s a matter of how they’re going to do it, when they’re going to do it, and what’s it going to take to make it happen and so from a vendor perspective, some people, some companies are already there. You know, you’ve got cloud based PBX phone system providers already that came out of—came up in a big way. They were rather much smaller in the years past. This year they’re much bigger and then you’ve got the big, you know, the big dogs like, you know, Microsoft who’s going, you know, their offerings are starting to accelerate and those are, you know, the Microsofts of the world and Cisco with something called Cisco Spark. You know, these companies are global in nature. When they go with something, the go really big. But then you’ve got the niche players that are like, you know, 8x8 or RingCentral where they’re like cloud based phone services. They’re available today but they’re really oriented to smaller companies. But at the end of the day, enterprises are already starting to put small groups in the cloud and they’re trying to kind of test it out and see what it’s going to take because if it pays off in the right ROI, they’re going to move everybody up there and we’re talking by the tens of thousands, hundreds of thousands, millions of users. It’s just a matter of how is it going to pan out for them and is it worth that investment or is it better for them to stay on premise for a while but at the end of the day they’re all trying to figure it out.

Scott: What were some other key highlights of the conference?

Skip: Yeah, so another big one is that, you know, while this transition is happening, this kind of new cloud based communications model is coming out, the other one is hey, we’re already invested in all of our premise communications equipment and solutions. We’re going to the cloud. How do we manage all of this? And so management is a big one. You know, user—and making sure that users experience is good because if you move from premise to cloud, you’re basically switching your entire strategy of how you’re providing communications for your employees and so managing all of that is a big deal because it puts a huge burden on IT departments to make this change and so it’s not something that is a normal thing for them so this movement to the cloud requires a lot of work and so how do they manage it, how do they keep the quality, the uptime, you know, that’s mission critical stuff and it cannot go down. You can’t lose your communications and so the management of that is super—was another big one. One of the other things is the user experience. User experience is the king and it doesn’t matter whether it’s premises or cloud. It really doesn’t matter. The user experience has to be as good or better than you have today and so one of the big questions that came up is how do you know if user experience is going to be better with the cloud or if it’s going to be worse? You know, how do you manage that? How do you measure that and so, you know, if the user experience is not as good as what they have today, it doesn’t matter what solution you go to. Users will go find their own solution and they’ll abandon what the companies provide and that’s a pretty common thing to have happen.

Scott: What did you hear regarding multivendor hybrid solution models?

Skip: So, multivendor and hybrid were another—those are two big kind of buzz areas but they’re really important because hybrid solution model is important for everybody to understand, which is, you know, it’s a mixture of cloud and premise together to satisfy an organization’s needs. You know, some users might be great to move to the cloud. A lot of users might not be, for instance, contact centers. Those kind of need to stay on premise. You know, maybe you have these long term contracts with telecom providers for connectivity that you can’t get out of and that has to stay on premise because you still have to pay for it. So how do you take advantage of those things with an on premise world and marry it with some cloud services as well for other users and you create a hybrid model of cloud and premise. That’s a big one. The other one is that, you know, single vendor solutions really aren’t that common. Everybody likes to say they’re on a single platform but at the end of the day, most communications is on multivendor so different manufacturers for network infrastructure, you know, routers, switches, session border controllers, PBX software, hardware they run on. You know, there’s a lot of different companies involved that make the components of that solution and so multivendor—another common thing is that multivendor is here to stay.

Scott: For more about IR and their suite of performance management solutions, be sure to visit IR.com.

 

Team IR

Every second, millions of critical systems keep phones and cash registers ringing and keep the world ticking. But the threat of a problem is never far away. That’s where we come in. Where others see disaster, we see solutions. Customers in over 60 countries rely on IR Prognosis to optimize systems and help them run at their best.

 

Source: http://www.ir.com/blog-uc/enterprise-connect-2016-wrap-podcast

Publish Date: May 19, 2016


2021 Buyers Guide Analytics

Page: 12
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.

3.) 
Alvaria

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.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
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

6.) 
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)

7.) 
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)

8.) 
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)

9.) 
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.

10.) 
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)

11.) 
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)

12.) 
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)

13.) 
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.

14.) 
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.

15.) 
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.

16.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

17.) 
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)

18.) 
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.

19.) 
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

20.) 
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.
 
Page: 12



View more from IR

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