Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Rory Aditya
Manager Digital Service of Retail Customer Care
8
EXECUTIVE MEMBER
M Fajri
Learning & Development Manager
199
MEMBER
Vijay s
Director
44

Case Studies : Ntractive

For Software as a Service (SaaS)providers, it is crucial to provide performance and high availability, because if the service were to go down, none of its customers would be able to access their systems.


The Challenges
"We have built a Hybrid Web App called ‘Elements SBM' for Small Business Management," said Justin Bartak, Co-founder and CTO of Ntractive. "It includes a PIM (Personal Information Management), CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) for Mac OS X and the iPhone. We will also be releasing a Windows version in the near future."

"We knew that if we were to provide SaaS, successful delivery of our application would be business-critical. No prior solution was in place because we are building our infrastructure from the ground up. This gave us the freedom to look at all available providers, including F5 Networks, Coyote Point and Zeus Technology."

"We required a solution that was cost effective for us as a start-up company, but we also needed a solution that would grow with us. We also didn't want to purchase stacks of hardware that would be quickly outdated. We wanted to invest in a solution that was capable enough and flexible enough to grow as our business and applications changed, and could be scaled cost effectively as our traffic grew."


The Solution
"With our priorities, we just kept coming back to software as the answer, so ZXTM was exactly what we were looking for, especially because it can scale horizontally and vertically," said Bartak. "It really fits into our infrastructure. In addition to our Apple Xserve machines, we're using Cisco routers, Dell switches and two Dell PowerEdge1950 III Servers (2.83Ghz, Dual Quad-core) with 16GB Ram per server where ZXTM runs within Redhat Linux. Also in the mix, we run Apache 2.2, MySQL 5 and Lasso 8.5.

Although ZXTM runs in Redhat Linux on one of our Dell machines, it could easily be migrated to another server or even another environment if we choose to later.

"Since ours is an on-demand web solution, we needed to build a system that could scale to match our growth, and we are anticipating a lot of users. We currently have over 950 corporate customers globally that have signed-up for Elements SBM to date and we expect that number to sharply grow year to year."


The Benefits
Ntractive initially purchased ZXTM LB only to manage their hybrid web app "Elements SBM" because it was a cost-effective way to begin. It gave them a scalable solution because simply by upgrading their license key, the full set of ZXTM features could be unlocked as needed, without swapping out any hardware.

"As a SaaS provider, we required as much flexibility as possible. Being able to add new features to ZXTM later on, such as Rate Shaping, Content Caching and Bandwidth Management on-demand gives us the ability to quickly scale when needed. We really like having built-in languages like RuleBuilderTM, TrafficScriptTM and JavaTM Extensions, which can give us the flexibility to manage traffic based on a set of our own business rules."

"We chose ZXTM because it's a solution that can scale globally, since we are already thinking about data centers in other counties. I like the fact that when we expand to have multiple data centers, ZXTM GLB is available for global load balancing. It makes us confident to know that we have something in place that can easily manage our applications and function as an extension to them."

"While aesthetic appeal isn't generally on a list of features and specs, my team and I really like ZXTM's GUI - it's beautiful!" concluded Bartak. "We're primarily Mac users, so we appreciate when form is as good as function."


Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Tuesday, September 2, 2008

Printer Friendly Version Printer friendly version

2024 Buyers Guide Artificial Intelligence

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
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)

3.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

4.) 
Happitu

Happitu Vision
Happitu is an affordable speech analytics and scripting platform that acts as your service team's personal coach—giving them the process, resources, and insights to deliver the perfect customer experience over the phone. It analyzes 100% of your interactions and highlights what your customers actually experience.

5.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

6.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

7.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

8.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.

10.) 
Teneo AI

Openquestion
OpenQuestion revolutionizes customer experience and operational efficiency by automating first response when customers call your contact center. Designed for platform independence, connect to existing technology infrastructure no matter how your call center tech stack is designed. Utilizing advanced AI techniques, a patented Teneo Linguistic Modeling Language (TLML), and integrated conversational context to evaluate and understand what customers need, evaluate sentences, recognize word patterns, and clearly identify caller needs.

This functionality interprets caller intent and swiftly routes customer calls to the most suitable agent, providing details of the request before the agent picks up. Additionally, automation can be added to handle customer queries without human intervention.

11.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 30399 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =