Minneapolis February 24, 2020 -- Calabrio, a customer experience intelligence company, has been named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management1 (WEM). This is the fourth consecutive year Calabrio has been named a Visionary for its ability to execute and completeness of vision.
According to Jim Davies and Jim Robinson, co-authors of the Gartner report, "An emphasis on improving the operational performance of customer service staff persists. Recording and assessing employee performance and forecasting and scheduling optimum staffing levels remain key activities, driven by tight integration and workflow across these functional domains. However, a crucial shift in focus toward employee engagement has prompted application leaders for customer service to expect more value from vendors’ solutions, due to the correlation between engagement and performance."
"Calabrio employs a human-centric approach in the way we build products and partner with our customers," said Tom Goodmanson, president and CEO at Calabrio. "Our mission is clear: to enrich human interactions in the contact center and beyond. We believe this recognition by Gartner is strong validation of our global vision, the innovation behind our customer experience and agent engagement solutions, and our relentless commitment to customers."
"Calabrio is leading the charge to innovate within the contact center space. The Calabrio product leverages leading edge technology in the contact center space as it pertains to call recording, and speech analytics. The user interfaces are friendly and approachable, and the support for the product line is unparalleled." -- Sr. Telecom Engineer, Finance Industry, on Gartner Peer Insights
#contactcenterworld, @padilla_comm, @Gartner_inc
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Tuesday, February 25, 2020
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
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|2.)||Call Center Studio|
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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.
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Execute automated actions based on words spoken by your customer.
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Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
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-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
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InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
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|8.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
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Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...