Contact Centre

Predictive Dialler dial multiple numbers for every agent and use call centre data to determine how many outbound calls are executed for each available call centre agent.

Progressive Dialler will wait for an agent to finish their current call before it dials the next number on the list, and it will only dial one number per agent.

With a preview dialler at the end of a call your advisors are able to see the next call in the list. It is up to them when to make the call and they may also be able to skip to the next name on the list.

Increase sales by knowing who to contact and when, and manage retries and preferred channels.

Make sure your customers can call you back, and prioritize call-backs over other outbound calls to maximize business outcome.

Merge lists, remove duplicates, re-shuffle lists, and add new hot leads on top of a list to maximize speed to dial.

Provide feedback to agents on how they should navigate your systems to optimize performance.

Spot customer trends, issues, and changes quickly by reviewing customer conversations for key topics and phrases.

Schedule, deliver, and track coaching, which is integrated with individual quality monitoring evaluation scores and KPIs.

Record all calls to gain insight into agent performance and the customer experience while improving agent coaching.

Silently monitor calls to keep a pulse on agent performance.

Barge-in to agents call to help them through the interaction.

Whisper silently to the agent to help them through the interaction.

Anywhere your agents can get browser access to the internet becomes a place where customer support or sales can happen.

Build scripts for agents to follow so your brand is consistent every time you interact with customers, and help with onboarding and training on new products or offers.

When a customer interaction requires escalation, it’s easy to transfer to another agent or supervisor or get approval to send a reply on the spot.

See what your customers see on your website. Walk them through forms and web pages when needed to assist your customers better.

When typing a reply, your agents are prompted with automatic suggestions based on channel, message category, and language. Response templates can contain dynamic fields to be automatically populated with your customers’ details.

Easily assign skills to your agents to be used during skills-based routing for better routing when a customer inquiry comes in for billing or technical questions.

Define your SLAs by any channel so you can monitor performance across several touch points to ensure you’re delivering the best customer experience.

Quickly and easily add or reduce capacity to ensure your customers get the best possible service even during the busiest times.

Use a designer tool to help agents during their interactions with customers. Keep your scripting up to date with your ever changing business needs by updating it as many times as you want with no coding necessary.

Get the information you need on agent performance and the customer experience with the most important and targeted predefined reports like AHT, FCR, and more.

Get access to Net Promoter Score (NPS) surveys, Customer Effort Scores, general satisfaction ratings, and more.

Quickly identify customers that are your brand champions and those that are detractors so you can take corrective action.

Get the big picture of what’s happening in the business with BI integration to merge data from other sources.

Ensure customers get to the best matched resource based on the agent skill set for each interaction and customer needs.

Machine learning automatically understands a message’s intent, text semantics, message types (public or private), email metadata, and language.

Provide customers with the option of leaving a message or receiving a call back later, allowing for routing and queuing to ensure all callers are prioritized properly.

Open APIs to retrieve data from backend and CRM systems to make smarter connections and build customer relationships.

Call disposition codes, also known as activity codes, are labels applied to call records in a contact centre to categorize or describe a call.

Call audio is transcribed automatically

Hot-desking is an organizational workspace system in which desks are used by different people at different times, on an ad hoc basis.

Program your IVR to offer alternate digital ways of communicating instead of waiting in a queue.

Anonymous Caller Reject stops you from getting calls from anyone who withholds their number.

Sentiment analysis is the practice of assessing customer input to determine attitudes, emotions and opinions about brands, product lines, marketing campaigns, and more.

Allow web visitors to initiate a chat or trigger them using behavioural targeting and provide agents with historical data to personalize the experience.

You require parts or all of your data to be stored within the UK

You require parts or all of your data to be stored within the EU

You require parts or all of your data to be stored throughout various regions

Internationally recognized best practice framework for an information security management system.

An independent assessment created by security industry experts that helps organisations provide measurable criteria for applying appropriate administrative, technical and physical safe guards.

An information security standard for validation of controls around cardholder data to reduce credit card fraud.

A SOC 1 report is designed to address internal controls over financial reporting while a SOC 2 report addresses a service organization’s controls that are relevant to their operations and compliance

UK government assurance scheme for information security.

EU law on data protection and privacy that addresses the transfer of personal data outside the EU and EEA areas

Best practices for providing security assurance within cloud computing.

US law that made it a requirement for federal agencies to develop, document, and implement an information security and protection program.

US federal law that sets a national standard to protect medical records and other personal health information.

US Gov-wide program that promotes the adoption of secure cloud services across by providing a standardized approach to security and risk assessment.

SIP over Transport Layer Security (TLS)

Secure Real-time Transport Protocol (SRTP)

Vendors in the Leaders quadrant have the highest composite scores for their Completeness of Vision and Ability to Execute. A vendor in the Leaders quadrant has the market share, credibility, and marketing & sales capabilities needed to drive the acceptance of new technologies. These vendors demonstrate a clear understanding of market needs, they are innovators and thought leaders, and they have well-articulated plans that customers and prospects can use when designing their infrastructures and strategies. In addition, they have a presence in the five major geographical regions, consistent financial performance, and broad platform support.

A vendor in the Challengers quadrant participates in the market and executes well enough to be a serious threat to vendors in the Leaders quadrant. They have strong products, as well as sufficiently credible market position and resources to sustain continued growth. Financial viability is not an issue for vendors in the Challengers quadrant, but they lack the size and influence of vendors in the Leaders quadrant.

A vendor in the Visionaries quadrant delivers innovative products that address operationally or financially important end-user problems at a broad scale, but has not yet demonstrated the ability to capture market share or sustainable profitability. Visionary vendors are frequently privately held companies and acquisition targets for larger, established companies. The likelihood of acquisition often reduces the risks associated with installing their systems.

Vendors in the Niche Players quadrant are often narrowly focused on specific market or vertical segments. This quadrant may also include vendors that are adapting their existing products to enter the market under consideration, or larger vendors having difficulty developing and executing on their vision.