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THE SUPPLIER DIRECTORYSOLUTION PROVIDERCalabrioCallMinerContact Center PipelineContact SolutionsCustomer Contact InstituteEnghouse InteractiveGenesysinContactJacadaLiveOps nseraPAGEIIIIIIIIIIIVIVVVVIVIVIIVIIVIIIVIIIXIX
Calabrio is a customer engagement softwarecompany that provides analytic insights tocatalyze growth through customer servicecontact centers. The Calabrio ONE softwaresuite empowers everyone in an organization,from contact center agents to the CEO, witheasy-to-use tools that provide a betterunderstanding of the customer. Everycustomer interaction yields insights thatexpand customer-consciousness, which is howleading companies now drive growth and longterm corporate prosperity.CallMiner helps businesses and organizationsimprove contact center performance and gather keybusiness intelligence by automating their ability tolisten to every customer interaction. CallMiner’smarket leading cloud-based customer engagementanalytics solution automatically analyzes contactsacross all communication channels: calls, chat, email,and social.CallMiner offers both real-time monitoring and postcall analytics, delivering actionable insights to contactcenter staff, business analysts, and executives. Theresults include improved agent performance, sales,operational efficiency, customer experience, andregulatory compliance.Calabrio solutions are built on an intuitive,web-based architecture that positions andaccelerates the contact center as an epicenterfor customer insight. A pioneer in its industryfor more than two decades, Calabrio has beennamed “Leader” by Gartner in its MagicQuadrant for Customer Engagement CenterWorkforce Optimization (2015). The companyis also a member of the Cisco Solution PartnerProgram and the Avaya DevConnect program.With over 13 years of industry leadership and over 2billion hours of conversations analyzed, CallMinerserves some of the world’s largest call centers,delivering highly effective, usable, and scalablecustomer engagement analytics solutions.Contact:Andrew Buckley, Director of Sales Operationst: (781) 547-5666e: andrew.buckley@callminer.comContact:w: http://www.callminer.come: Info@calabrio.comTwitter: https://twitter.com/CallMinert: 1(855)784-2807Facebook: https://www.facebook.com/CallMinerIncw: ompany/callminerII
Contact Center Pipeline is a monthlyinstructional journal focused on drivingbusiness success through effective contactcenter direction and decisions. Our goal is toprovide contact center professionals withvaluable content, insights, research and advicefrom trusted and respected industry expertsand practitioners.Self-Service and Mobile Customer Care ExpertsNow part of Verint’s Customer EngagementOptimization PlatformVerint acquired Contact Solutions in 2016 to strengthenits customer engagement optimization platform. Aspart of Verint platform, you now get a full spectrum ofself-service solutions and a complete view of thecustomer interaction. We’ll help you further optimizeand innovate customer engagement and agentperformance.Each issue contains informative articles, casestudies, best practices, research and coverageof trends, technology and people issues thatimpact the customer experience. Our writersand contributors have a unique understandingof how to optimize resources and maximize thevalue the organization provides to itscustomers.Next-Generation Cloud IVROur Adaptive IVR uses next generation analytics toimprove caller experiences and even further reducecosts. Adaptive IVR is highly personalized based oncaller behavior and context. Adaptive IVR can fightfraud. All IVR’s are not commodities.Mobile Customer CareMobile is a unique environment that cannot beaddressed with web technologies like chat. My:Time is amobile customer care solution that can be dropped intoyour mobile app, mobile web and online web. We canshow you how to solution the mobile care conundrum.Draw upon CCP’s incisive analysis to help youmake better decisions about your career andyour center.Contact:Contact:Linda Harden, PublisherContact Solutionse: linda@contactcenterpipeline.coma: 11950 Democracy Drive, Reston, VA 20190t: 443-909-6951Twitter: @cntactsolutionst: 1-866-979-3339w: www.contactcenterpipeline.come: information@contactsolutions.comw: www.contactsolutions.comIII
Enghouse Interactive (www.enghouseinteractive.com)delivers technology and expertise to maximize the valueof every customer interaction. The company develops acomprehensive portfolio of customer interactionmanagement solutions. Core technologies includecontact center, attendant console, predictive outbounddialer, knowledge management, IVR and call recordingsolutions that support any telephony environment, onpremise or in the cloud. Enghouse Interactive hasthousands of customers worldwide, supported by aglobal network of partners and more than 700dedicated staff across the company’s internationaloperations.The Customer Care Institute (CCI) is an internationalresource organization that assists Customer CareProfessionals with improving the delivery of CustomerCare.The Institute's programs and services include: Customer Care certification coursesFront-line and management skills trainingCustomer satisfaction measurement programsCustomer Care service center assessmentsOther programs designed to increase customersatisfaction and build customer loyaltyCCI conducts and monitors research on Customer Careissues, identifies emerging trends, organizes Forum andworkshops and publishes the Customer Care Updatenewsletter.Contact:Enghouse Interactive is a subsidiary of EnghouseSystems Limited, a software and services companytraded on the Toronto Stock Exchange (TSX) under thesymbol “ESL.” Founded in 1984, Enghouse Systems is aconsistently profitable company, which has grown bothorganically and through the acquisition of well-regardedspecialists including AndTek, Arc, CosmoCom,Datapulse, IAT, IT Sonix, Reitek, Safeharbor, Syntellect,Telrex, Trio and Zeacom.e: Dore Brooks at info@customercare.comLearn more at www.enghouseinteractive.com.Over 13,000 Customer Care professionals are membersof the Institute. CCI has assisted companies from a widerange of industries with enhancing their Customer Careprograms.a: Customer Care Institute, 17 Dean Overlook,NW Atlanta, GA 30318, USAt: 1 404-352-9291 ext. 221w: www.customercare.comIV
inContact is the cloud contact center software leader,with the most complete, easiest and most reliablesolution to help organizations achieve their customerexperience goals. As a cloud technology pioneerexclusively in the cloud since 2005, we operate in NorthAmerica, Latin America, Europe/Middle East/Africa andAsia Pacific countries. Our customers are from smallmedium sized businesses, large enterprises, businessprocess outsources and government, including over 110Fortune 500 and Global 2000 customers. Withunparalleled customer satisfaction, we assist more than175,000 agents with over 6 billion interactions per year.Genesys is the global omnichannel customerexperience and contact center solution leader. Ourcustomer experience platform and solutions helpcompanies engage effortlessly with theircustomers, across all touchpoints, channels andinteractions to deliver differentiated customerjourneys, while maximizing revenue and loyalty.Over 4,500 successful customers tell the storybest. Here are a few.Organizations looking to modernize and expand thecapabilities of their contact centers have threemajor architectural options to consider: pure cloud,on-premises, or a hybrid deployment. Genesyscloud offerings provide scalability, agility andsecurity. Genesys cloud contact center solutionscan improve your customer's journey by increasingpersonalization and by delivering consistent,connected customer experiences acrosstouchpoints.inContact helps you:1. Make your customer experience a competitiveadvantageCustomer experience is the new battleground. We’llhelp you understand exactly what your customer wantsand help you get there faster and easier, with greaterflexibility and confidence than ever.2. Achieve your performance goalsPowered by the Genesys Customer ExperiencePlatform, our solutions enable businesses tointelligently manage interactions and improvecustomer satisfaction. That makes it easier thanever to align customer experiences with theperceived value they deliver greater loyalty to thebrand and higher revenue to the business.Our purpose-built solution and deep expertise help youreach your customer experience goals and meet thebroad, evolving business objectives of the moderncontact center.3. Unlock the true potential of the cloudOnly inContact uses the latest cloud technology to unifyomnichannel routing and workforce optimization,creating a single, proven solution that’s as reliable andscalable as it is cost-effective and flexible.Contact:For more information, visit us atwww.Genesys.com or call 1-888-Genesys.For more information, visit www.incontact.comV
Harness the power of a true cloud contact center platform.Jacada's solutions enable companies worldwide todeliver a competitive edge when it comes to providingunprecedented customer service coupled withoperational efficiencies. Jacada's Omnichannel andVisual IVR solutions allow organizations to be there fortheir customer, anytime and anywhere, providing up todate information and in-context conversations. Ascustomers shift from self-service to assisted-service –Jacada enables customer service and sales agents toprovide customers with full continuity of their journeyby bridging the digital to voice disconnect, while quicklyand efficiently resolving their issue.LiveOps Cloud drastically reduces the complexity andfrustration associated with multiple legacy tools and deliversgreater insights into data and performance than ever beforepossible. With the industry's most massively open APIarchitecture you can effortlessly integrate with existingsystems and instantly scale to meet demand, withoutsacrificing performance, reliability, or security.Small shops to Global enterprises, LiveOps Cloud puts you incommand of the customer experience with a smart, powerfuland reliable contact center platform.One Platform: Omnichannel engagement in a single pane ofglass and an API first architecture simplifies interaction for allstakeholders and unifies your applications into a singlepowerful tool stack.Jacada at a Glance: Key customer base sector: Retail; Insurance;Banking; Telco; UtilityKey technology partners: Cisco; Avaya; Amdocs;Optus; Liveops; Zendesk; Interactive IntelligenceTen of thousands of agents benefit from Jacadaproducts dailyUp to 50% reduction in Average Handling Time(AHT)Up to 90% reduction in Agent training time35% improvement in First Call Resolution (FCR)Over 50M of savings for worldwide customersOperational Advantage: Leverage the best availabletechnology to drive competitive advantage and enterprisevalue through streamlined systems, processes, and expenses– all while aligning departments and stakeholders to yourtopline business initiatives.True Cloud: Whether you’re adding new customers, agents,channels, locations, or facing an unanticipated burst – scaleand adapt your resources for perpetual alignment withdemand while paying only for what you use.Informed Outcomes: Make better decisions and drivepredictable, repeatable results with easy access to actionablereal-time data and historical statistics, key performanceindicators, and business analytics.Since 1990 Jacada solutions have helped organizationsimprove customer experiences and reduce operationalcosts. Jacada projects often deploy in less than sixmonths, and customers often realize a complete returnon investment in far less than 12 months ofdeployment. Jacada operates globally with offices inAtlanta, USA; London, England; Munich, Germany;Chennai, India; and Herzliya, Israel.Contact:a: 7300 Ranch Road 2222 Building III, Suite 200Austin, TX 78730t: (800) 411-4700w: www.liveopscloud.come: info@liveopscloud.comTwitter: https://twitter.com/liveopscloudVisit www.jacada.com for more information.LinkedIn: https://www.linkedin.com/company/liveopsVI
Plantronics is a global leader in audiocommunications for businesses and consumers. Wehave pioneered new trends in audio technology,creating innovative products that allow people tosimply communicate. From contact centers andunified communications, to Bluetooth headsetsand gaming solutions, we deliver uncompromisingquality, robustness and comfort, an idealexperience, and extraordinary service. Widelyrecognized for sound quality, reliability andcomfort, Plantronics' audio solutions helpcompanies extend the benefits of IPcommunications throughout the extendedenterprise, fostering better businesscommunication and efficiency regardless of whereprofessionals are working. Plantronics is used byevery company in the Fortune 100 , as well as 911dispatch, air traffic control and various missioncritical applications for those on the frontline.Pindrop is an innovator in voice fraud preventionand authentication.Pindrop provides enterprise solutions to reducefraud losses and authentication expense for someof the largest call centers in the world.Pindrop’s patented Phoneprinting technology canidentify, locate and authenticate phone devicesuniquely just from the call audio thereby detectingfraudulent calls as well as verifying legitimatecallers.Pindrop has been selected by the world’s largestbanks, insurers, brokerages and retailers, detectingover 80% of fraud, even for attackers never seenbefore.Pindrop’s solutions are allowing customers toreduce call time and improve their customers’experience even while reducing fraud losses.Pindrop was founded in 2011 and is venturebacked by Andreessen Horowitz, Citi Ventures,Felicis Ventures, Google Capital, GV and IVP. Intotal, Pindrop has raised 122 million.Extra care with every call.Contact:Contact:e: servicematters@plantronics.come: sales@pindropsecurity.comt: 800.544.4660t: 404-721-DROP (3767)f: 831.426.6098w: www.pindrop.comw: www.plantronics.comSocial: Twitter / Facebook / LinkedInVII
Eliminate costly PCI DSS programs with Semafone,an innovative solution which enables contactcentres to take payments over the phone withouthaving to hear or see payment card details.Teleopti, a top global provider of workforcemanagement software, offers a world-class WFMsolution that is sophisticated, localized and easy touse. As the largest “best-of-breed” vendor, Teleoptifocuses on helping contact centers, back officesand retail stores improve customer service,employee satisfaction and profitability – throughoptimized, automated forecasting and scheduling.The award winning solution allows a call – and thecall recording – to continue as normal whilst thecustomer enters their payment card, bank detailsor social security number using their telephonekeypad. Semafone’s patented technology masksthe DTMF tones from the cardholder’s telephoneand replaces them with a flat tone so they can’t berecognised by the agent or recorded on the callrecording system.Founded in 1992, Swedish-established Teleopti hascustomers in over 80 countries, offices in NewYork, Dallas, Denver, San Diego, Stockholm,Strängnäs, Oslo, Helsinki, London, Moscow,Istanbul, Dubai, Johannesburg, Beijing, Shenzhen,Kuala Lumpur, São Paulo – and a comprehensiveglobal network of partners. With a record ofcontinuous net profitability for over 20 years andwith high customer satisfaction ratings, Teleoptiserves as a reliable partner.By ensuring all card data remains segregated andmoving Sensitive Authentication Data before it hitsthe call recorder & contact centre infrastructure,the contact centre is taken out of the scope of PCIDSS, protected against the risk of opportunisticagent fraud and the associated reputational risk.Contact:Contact:w: www.teleopti.comDaniel Daviest: 1-888-736-2366e: daniel.davies@semafone.coma: 745 Atlantic Avenue, Boston, MA 02111, USAw: www.semafone.comVIII
Engage WFO for Compliance Recording andContact Center OptimizationTransera, a BroadSoft company, transforms contactcenters into strategic business assets. Transera’s cloudbased software optimizes the performance of agents,teams, sites and outsourcer partners through globalmanagement, control and advanced analytics acrosssystems and channels.Engage WFO provides interaction recording andworkforce optimization software solutions thathelp customers worldwide achieve peakperformance.Centralized, omni-channel queuing and routing balancescall loads and ensures the most efficient use of agentsin multiple locations as a stand-alone solution or withon-premise call center systems.Via reliable 100% call recording, users monitorservice quality and policy adherence, resolve issuesand support legal defense, and mine businessintelligence. Integrated screen capture, speechanalytics, and quality and workforce managementensure optimal customer engagement andoperating efficiency.Unified Communications increases cross-departmentalcollaboration, giving agents real-time visibility into theavailability of back-office subject matter experts andinstant access through voice, chat and video.Advanced analytics integrates the data from allcustomer interaction systems into real time dashboardsand historical reports to provide a complete view ofcontact center performance.Desktop analytics automates compliance and CRMintegration. High-level encryption protectsrecordings. Perform coaching, provide custom elearning, and pinpoint ways to guide best practicesthat increase customer satisfaction and loyalty.Analytics-based routing leverages this data to prioritizecall routing and match agents and customers tooptimize operational efficiency, financial performanceand business outcomes while delivering a bettercustomer experience.Award-winning for excellence and flexibility,Engage WFO helps users reach enterprise goalsquickly, deployed on premise or in the cloud.Compliance-tested with leading telephony systems,Engage WFO’s universal licenses simplify migrationfrom legacy systems. Subscriptions are alsoavailable.Contact:Transera, Inc.t: (800) 727-0766Contact:e: info@transerainc.comw: www.telstrat.comw: www.transerainc.comt: 1 972-543-3500Facebooke: sales@telstrat.comLinkedInTwitterIX
Jacada's solutions enable companies worldwide to deliver a competitive edge when it comes to providing unprecedented customer service coupled with operational efficiencies. Jacada's Omnichannel and Visual IVR solutions allow organizations to be there
