News : Calabrio Introduces New Version of Calabrio ONE

Calabrio, a provider of customer engagement and analytics software, introduced a new version of Calabrio ONE, an intelligent, fully integrated enterprise workforce optimization and engagement suite.

Sentiment Analysis is a new solution in Calabrio Analytics. It delivers customer engagement metrics via a new dashboard and customizable reports. The technology automatically delivers a sentiment score for every voice-transcribed customer interaction, allowing contact center, marketing and customer experience decision-makers to access reliable customer sentiment data that allows them to quickly uncover root causes of customer discontent and ultimately drive key business decisions.

"Understanding not only what your customers say but also what they mean is a very powerful tool," said Matt Matsui, SVP of products and strategy at Calabrio. "Our new Sentiment Analysis solution outperforms the others in this category and we’re excited to bring this level of unrivaled insights to improve the customer experience."

#contactcenterworld, @Calabrio

About Calabrio:
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

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Published: Wednesday, March 28, 2018

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1.)

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.

PH: +1 512-872-7565

https://callcenterstudio.com/

2.)

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.

PH: +302109241486

https://www.comsyscx.com/products/clink/

3.)

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)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, Oracle Service Cloud & Siebel, BMC Remedy, Sugar CRM, ServiceNow, SAP C4C, FreshDesk, and more. Consilium UniAgent™ CRM connectors are proven in over 110 countries with thousands of agents globally.
Enterprises are proactively working towards enhancing their Customer Experience (CX) strategy to optimize omnichannel interaction throughout the customer lifecycle. Consilium UniAgent™ is delivering this as a Connected Digital Experience, being at the center of the agent and customer interaction. The 8.0 release of UniAgent™ is designed to help organizations deliver intuitive, contextual and experience-driven customer service across voice and digital channels (chat, SMS and social media.)
As we enter the next stage of the global pandemic, contact centers are faced with the prospect of permanently allowing at least some of their agents to be Work-from-Home agents, without reducing the customer experience (CX.) UniAgent™ Mobile (UA™ Mobile) provides a mobile phone-based solution for Work-from-Home (WFH) agents, and can also be used from tablets or PC’s, all without the need for installing anything or requiring VPN.
UniAgent™ is now available in a cloud-hosted deployment model. Our choices of subscription-based or owned-license pricing gives the flexibility customers and partners need.
UniAgent™ can reduce call handling time, accelerate resolutions, and allow for faster call processing to reduce customer wait times in queue. Contact centers can shorten the total time agents spend on inbound and outbound calls, increasing agent productivity by up to 25% by providing customer information to an agent's desktop at the same time the customer call arrives. This cost saving alone can provide a rapid return on investment (ROI). In addition, quick resolution of customer concerns is possible because agents can now use the historical information in CRM’s to shorten call hold times and quickly address the problem. Finally, simple on-screen click-to-talk capabilities are integrated into the CRM screen, allowing agents to initiate outbound calls quickly.
Features and Benefits
• Automatic logging: Administrators and managers get Cisco CUIC reporting of all agent activity, and voice and non-voice contact activity is also saved to the CRM.
• Omnichannel federation: Support for voice, chat, email, and Universal Queue/UQ routing with Single-Sign-On supported
• One-click dialing: Agents need only to click on a phone number once in the CRM to place calls, saving time and removing the possibility of dialing wrong numbers.
• Pre-packaged integration: Allows pre-packaged integration between CRM’s and the Cisco Unified Contact Center solutions for fast, easy installation, and easy upgrades when Cisco Unified Contact Center and CRM product versions change.
• Full telephony functions: All telephony functions in the CRM agent desktop including phone control, caller identification, and screen pops
• Proven architecture: A robust, proven architecture that has been successfully deployed for governments and Fortune 500 companies since 2008.

PH: (+61) 406 501 368

https://consiliuminc.com/product/UniAgent-crm-cti-connector

4.)

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.

PH: 888.638.6398

https://intranext.com/solutions

5.)

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.

PH: +34 952 667 511

https://megacall.es/

6.)	NovelVox NovelVox CTI Connector NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more. PH: (+1) 301 202 3672 https://www.novelvox.com/cti-connector/

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