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Nuance IQ is back for the summer - Nuance - ContactCenterWorld.com Blog

Nuance IQ is back for the summer

Summer 2019: Contact center transformation

Last quarter, we saw the importance of humans and AI working together to thrive in the digital world. Nuance experts taught us what the human-AI interaction could achieve, and we saw the leading organizations already making it a reality.

This quarter, we’re taking a deep dive into the latest innovations in contact center transformation. You’ll find out how your contact center could be holding you back, and the key strategies for making your transformation a success.

Head over to Nuance IQ to find:

  • An exclusive webinar featuring Forrester and Nuance experts revealing the common pitfalls organizations fall into during transformation, and how you can avoid them
  • An in-depth look at the customer experience gap, with practical tips on how to bridge it
  • The story of how a leading UK retailer enhanced its customer experience to support increased contact volumes and free up agents’ time.

Coming soon: Nuance Innovation Quarterly issue two

But that’s not all, there’s even more to come. Nuance Innovation Quarterly, the sister publication to Nuance IQ, is just around the corner—and it’s filled with more exciting innovations.

This quarter, you’ll get valuable insights from the people and brands forging a path to customer engagement excellence, plus expert advice on the keys to transformation—from APIs to conversational design. And you’ll even get a closer look at the latest Nuance products that could help your contact center evolve and thrive.

Take a look

Check out Nuance IQ today to get the latest insights in contact center transformation—and don’t forget to sign up for the summer issue of Nuance Innovation Quarterly magazine and watch the latest IQ webinar on-demand.

Source: https://whatsnext.nuance.com/customer-experience/nuance-iq-contact-center-transformation/

Publish Date: August 26, 2019


2022 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from Nuance

Recent Blog Posts:
Customer Success: 6 steps to make your customer touchpoints countSeptember 12, 2019
How Apple Business Chat can help enterprises with their call deflection goalsSeptember 10, 2019
Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.September 9, 2019
Nuance IQ is back for the summerAugust 26, 2019
Meet your patients where they are with 24/7/365 answers to their portal questionsAugust 21, 2019
Contact center transformation pitfalls (and how to avoid them)August 8, 2019
Robots here, there and everywhere, and now in the officeFebruary 14, 2019
3 ways speech recognition helps in police incident reportingJanuary 22, 2019
Building trust with a virtual assistant voiceJanuary 22, 2019
Television viewing is no longer a one-way streetNovember 15, 2018

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