Ontology Systems, the semantic search technology provider for Enterprise Data Alignment, has been recognised in a new Gartner report: ‘Market Trends: Worldwide, OSS and BSS Help Bridge the Customer Experience Gap, 2011' - a comprehensive analysis of the preparedness of Communications service providers (CSPs) existing operations support system (OSS) and business support system (BSS) infrastructures to manage the need to gain better insights into customer behaviour and act on them.
The report finds that CSPs need to be able to manage infrastructure across fixed and mobile technologies, across resources, customers and services to allow for unified customer management. Included in the report are brief descriptions of the key capabilities and positioning of emerging vendors, including Ontology Systems, in the CEM solutions domain from an OSS/BSS perspective.
Benedict Enweani, CEO and founder of Ontology Systems, commented: "Gartner clearly recognises the challenges faced by CSPs in leveraging their OSS/BSS to better understand and manage customers. Ontology 3 was designed to enable CSPs to search and align valuable knowledge from their customer, service and network data that is distributed across their operational, business and infrastructure systems."
Enweani continued: "We believe inclusion in this report is a great affirmation of our product and a huge testament to what we have achieved in such short time."
Four key finding of the report are:
CSPs give top priority to customer experience improvement initiatives as a means to retain customers, reduce churn, stimulate usage and attract new customers based on user recommendations.
Customer experience should prompt CSPs to remove organizational and systems silos between OSS and BSS, and CRM.
Network-facing OSS and customer-facing BSS and CRM systems need to work in a federated fashion to positively affect the quality of experience.
CSPs need to exploit the wealth of technical and commercial data they possess, cohesively shared as part of enterprise wide initiatives.
Published: Thursday, September 15, 2011
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.