Alternatives to Arkis
Compare Arkis alternatives for your business or organization using the curated list below. SourceForge ranks the best alternatives to Arkis in 2024. Compare features, ratings, user reviews, pricing, and more from Arkis competitors and alternatives in order to make an informed decision for your business.
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Twilio Flex
Twilio
Everything you need to deliver personalized customer experiences, all on one powerful platform. Twilio Flex is the programmable cloud contact center platform that gives your company complete control over how, when and what you deploy to deliver digital-first engagement with the widest breadth of communication channels. Unlock hyper-personalization by gathering relevant, contextual information at your agents' fingertips, integrating data from CRM, payment systems, service ticketing, and more. Flex customers have reported lower handle times by up to 38% after giving agents personalized access to information from multiple backend applications. Twilio Flex powers over half a million agents today and is accelerating digital transformation by freeing companies from the limitations of legacy call centers. Find the documentation, sample code, and developer tools needed to tailor your contact center to your business’s unique needs. -
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Intradiem
Intradiem
Intradiem is the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. Our powerful technology acts as an automated manager for the contact center with rules triggered in real-time by actual center conditions. We power over 1.2 billion automated actions annually and have saved our customers over $160 million in the past 2 years. -
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NICE CXone
NICE
NICE CXone is a cutting-edge SaaS-based contact center software that empowers organizations by increasing the quality of leads and reducing the cost of client interaction. Scalable, robust, and built on the foundation of multi-channel ACD and speech-enabled IVR, NICE CXone helps contact centers process inbound support requests and agents to connect seamlessly with their customers through multiple channels that include email, inbound/outbound voice, voicemail, social media, chat, and more. Key features of NICE CXone include CRM integrations, predictive dialers, customer feedback, quality and workforce management, workforce optimization, disaster recovery, network connectivity, and reporting and analytics. -
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Scorebuddy
Sentient
Empower Contact Center Managers, Quality Managers and Customer Service Agents to manage customer experience using a single platform built around flexible scorecards that grows and adapts to your organization’s evolving needs. Allowing you to make decisions about where to focus your quality management resources. Engage and upskill your agents with dashboards that provide immediate feedback. Deliver targeted training & coaching using a full-service LMS to fill knowledge gaps. Take advantage of the depth of experience of our team who continues to deliver innovative quality management solutions. We understand your challenges and develop solutions that address the dynamic landscape of customer service. Scorebuddy delivers measurable, positive change to contact centers worldwide. Scorebuddy needs the contact information you provide to contact you about our products and services.Starting Price: $159 per month -
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Qfiniti
OpenText CEM
OpenText™ Qfiniti is a unified, centrally managed suite of workforce optimization solutions for multichannel interaction analysis, offering real-time agent support and call center performance management capabilities. Qfiniti automatically delivers relevant, accessible and actionable customer intelligence to allow organizations to better understand customer interactions and deliver outstanding service across the globe. Deployed on-premises or on the cloud, Qfiniti integrates with most contact center telephony systems and CcaaS vendors, such as Amazon Connect, Twilio, RingCentral and Genesys. Offers performance assessment capabilities to identify coaching opportunities. Allows users to create and modify evaluations online with easy-to-use scoring and navigation features. Uses unique agent rankings, skills, seniority and availability to support scheduling,and allows users to forecast staffing requirements and accurately schedule single and multi-skilled agents. -
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Readymode
Readymode (formerly Xencall)
Readymode (formerly XenCALL) is a cloud-based all-in-one CRM and VoIP solution that empowers contact centers and telemarketers to carry out campaigns, increase leads, and close more sales. Top features include agent and dial-list prioritization, agent callback calendar, blended inbound and outbound calling channels, conference calling, call recording and more. A browser-based solution, Readymode is easy to learn and comes with a one-on-one personalized training and in house support. Streamline and automate your administrative tasks with an intuitive predictive dialer. Proactively look at call center analytic reports and know how well agents perform. Have everything you need with our built-in CRM and third-party integration capabilities. Dynamically build new lists from all of your leads, to assign to your sales teams. Direct server-to-server connectivity with TrustedTPV and VoiceLog Verification systems. Easy-to-integrate third party lead posts.Starting Price: $150 -
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nGAGEMENT
nGUVU
Recognized as a trusted provider of cutting-edge gamification and employee engagement software solutions, nGUVU leverages behavioral analytics and machine learning to create sustained agent engagement for contact centers. With its mission to revolutionize the contact center industry, nGUVU's engagement solution helps build a better everyday work experience for agents. Powerful and scalable, nGAGEMENT by nGUVU is a cloud-based employee engagement and gamification platform that helps motivate call center employees and improve their performance. Key features include leaderboards, contest management, reward management, activity tracking, badge management, reporting, predictive analytics, results tracking, and so much more. -
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Cresta
Cresta
Radically improve team performance with live prompts on the best thing to say during every customer interaction. On every team, there are experts who are more productive and efficient than their peers. Cresta's powerful AI learns what top performers do differently and uses real-time coaching and guidance to share these best practices across teams. The result? An expert at every customer touchpoint. Across channels and use-cases, Cresta's powerful AI engine is constantly learning and optimizing to help teams accelerate performance. Radically improve compliance and team performance with real-time assistance and personalized coaching that's trained by your top-performers. Cresta analyzes every conversation, tracks agent performance and uncovers coaching opportunities so managers can spend more time coaching and less time reviewing transcripts. -
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Alvaria Performance
Alvaria
In order to achieve your business goals, you need to ensure your call center agents, managers and supervisors are in alignment. With Alvaria Performance, you can compute historical and real-time metrics and present them in ways most useful to the role of each user — allowing employees to understand where they need to take action for improvement or where targeted coaching should be applied to ensure goals are aligned and achieved. Leverage pre-built reports, dashboards and KPIs to get an in-depth view into how resources are performing against operation and strategic objectives. Visualize data through intuitive and interactive charts, heatmaps and graphs that help you understand the root cause for performance shortfalls. Give call center supervisors the information they need to understand agent deficiencies and the tools to enable both ad hoc and automated coaching. Tight interoperability with Alvaria Quality allows organizations to achieve even greater performance outcomes. -
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DVSAnalytics
DVSAnalytics
DVSAnalytics delivers secure call recording and screen recording solutions, engineered to adapt to your organization’s specifications and scale with your growth. Improve customer service, maintain compliance, reduce risk and liability, settle disputes, verify customer orders and gain key insights. Analytics by DVS provide greater insight into your contact center. DVS Speech Analytics converts audio recordings into searchable data to deliver rich business intelligence about your business and customers. Desktop Analytics uses metadata from third-party applications, such as CRM platforms or communication platforms to categorize interactions in ways meaningful to your business. DVSAnalytics quality management provides evaluation and coaching tools to continuously improve the outcome of each customer interaction. Review interactions, trigger automated coaching based on evaluations, and motivate agents with easy contest management. -
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Cogito
Cogito Corp
The nature of conversations at the contact center is radically changing. With the introduction of digital technology, the conversations that come through the voice channels are of higher complexity and gravity that require a human touch. Customer loyalty in these moments is won or lost based on the human connections that are formed during these emotionally charged conversations. However, organizations struggle with consistently training their phone professionals – whether in-house, remote, or in a BPO — on the important soft skills that are now vital for success with customers. They also lack key behavioral insights to drive improvement and understand the impact for each and every customer interaction. Cogito offers an artificial intelligence coaching system for augmenting the emotional intelligence of phone professionals. -
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TASKE Contact
TASKE Technology
Build your contact center on a solid foundation with TASKE Contact software, flexible contact center call management software. Thousands of contact and call center supervisors around the world rely on TASKE Contact software to help manage their agents, set and meet service levels, and provide vital management information on all call activity. TASKE Contact offers real-time ACD monitoring and historical call reporting for the contact center. It includes a web portal for access to real-time data and TASKE's advanced cradle-to-grave search tool, Visualizer. Our solutions provide the insight necessary to improve contact center service levels and enhance customer retention strategies. Organizations use TASKE to report on all inbound, outbound, and internal call activity, monitor and improve call center agents’ performance levels, respond immediately to changing call volume and agent availability and control operating costs. -
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Alvaria Workforce
Alvaria
Optimize labor costs, manage capacity more effectively and improve service levels with the Alvaria workforce management and optimization solutions. Maximizing contact center efficiency is critical to delivering great customer experience while minimizing operating costs. From precision volume forecasting to mobile schedule management, optimal seat utilization and beyond, Alvaria Workforce provides the solutions you need to ensure you have the right agents in place at the right time to deliver superior customer service. Core call center workforce optimization and management components include potent tools for forecasting, tracking and scheduling the workforce. These tools are essential in getting the right agents with the necessary skills, in the right seats, at the right time. -
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Click2Coach
Envision Telephony
Our award winning Click2Coach solution helps with upfront training of agents, using real customer interaction scenarios and examples of how to handle different customer interactions. Once agents are on the floor, handling phone calls or omnichannel interactions, ongoing coaching is what develops highly engaged and effective agents and exceptional customer experiences. Coaching is an ongoing effort that drastically improves the effectiveness and productivity of agents. Coaching an agent is similar to coaching a sports athlete, where stellar performers are developed with ongoing coaching that refines skills and motivates. The smallest adjustments can deliver huge gains in performance. Agents who receive coaching and objective feedback also refine their skills, improve their effectiveness, stay engaged and deliver a better customer experience. -
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OneContact CC
Collab
A 360º contact center solution that combines multiple communication channels: voice, video, e-mail, social media, and chat (WhatsApp, Facebook Messenger, and Bots), all in the same interface. Simple, intuitive, and customizable interface. Includes all channels: voice, E-mail, Whatsapp, Facebook, chatbot, and video. Excellent audio quality, notification mechanisms and chat with supervisors. Monitor agents and teams in real-time. Wallboard views of the call center’s performance. Conjugate the best contact center capabilities with CRM information to deliver exceptional experiences. The CC is synched with your customer’s journey, giving agents the data they need to provide personalized and smooth customer support. OneContact CC integrates seamlessly with the leading CRM providers. Multichannel contact management system, which allows to the creation and maintains a clear view of the profile and interaction history for every client. -
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NICE Workforce Management is the industry-leading workforce management software solution. Delivering the industry's most accurate and actionable schedules and forecasts, this solution helps businesses reduce labor waste and achieve their goals using patented forecasting algorithms. With NICE WFM, you can reduce headcount requirements, simplify long-term planning, improve agent engagement, and enhance workforce efficiency. Improve everything from schedule adherence and attendance to agent satisfaction and engagement with one solution. Minimize WFM administrative and maintenance overhead. Increase employee utilization, improve scheduling efficiency for a better CX with an intelligent approach to forecasting and scheduling. Digital channels require different workforce behaviors and measures, make sure you plan and staff accordingly! Expect the unexpected and make staffing changes in a flash.
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Activate an intelligent, cloud-based contact center to power next-level customer experiences while minimizing costs. With dedicated solutions to match your business needs, Cloud Contact Center can help you seamlessly move from legacy, capital-intensive contact center services to a more flexible cloud-based or hybrid solution that drives customer retention and increases revenue. Avoid large capital outlays and buy only the services you need. Scale your services quickly during call traffic peaks and valleys. Simplify management through a single vendor with 30+ years of contact center success. Streamline omnichannel customer interactions, improve outbound sales campaigns and support dispersed agents with a single, cloud-based solution. Carrier-grade network and a fully redundant platform. Touch-tone or multilingual speech-recognition caller interfaces. Integration with standard databases, customer relationship management (CRM) systems, and 42 types of private branch exchange systems.
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Level AI
Level AI
Augment your agent and QA team performance with an intelligence system for the modern contact center. Trusted by customer service leaders across the world. Coverage and quality of feedback your agents deserve. Provide the right amount of coverage for your agents, from 1% to 100%. Real-time conversation monitoring and assistance. Access deep conversation understanding and rich enterprise integrations. Real-time knowledge support. Support your agents with the right answers from across your enterprise. Customizable scorecards integrated with AI analytics. Review, score and analyze agent performance with an integrated AI-driven QA flow. We answer your greatest challenges in a remote world when your heroes are spread across the globe. When monitoring conversations at scale is hard. AI reviews interaction performance for key business scenarios. When agents have to answer questions in seconds. Real-time answers to customer questions from across the enterprise stack. -
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A complete cloud contact center solution that makes it easy to connect and collaborate with agents, employees and customers. Boost engagement, collaboration and operational effectiveness for customer success. Design better experiences, activate agent potential and support new ways of working. Explore patterns and trends, extract meaningful insights and act with confidence. Reduce IT dependency and ensure ongoing success with a reliable and secure platform. Stay ahead of changing customer expectations with complete voice and digital channel support, intelligent routing and proactive self-service options. Delivering great customer experiences means empowering agents with a powerful combination of tools built to save time and optimize results. Gain complete visibility, capture insights, and act faster to optimize customer experiences. Customizable reports minimize the effort required to manage and monitor your contact center.
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Elevate your employee engagement and maximize contact center productivity without increasing cost. The Alvaria Workforce Engagement Management (WEM) Suite gives you the tools your organization needs to maximize efficiency, monitor, improve and reward agent performance and reduce turnover. Starting with our market-leading workforce optimization capabilities, the WEM Suite adds employee-centric agent experience capabilities such as game mechanics. The result of this combination is the most powerful, most comprehensive workforce engagement solution in the market. Employ the Alvaria WEM Suite to get the most from your contact center technology, whether your team is working on-site, remotely on-the-go or in a work-from-home setting. Choose the tools you need from our WEM portfolio and start achieving high-quality customer interactions, better customer experiences and more engaged agents — all at a lower operating cost.
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Cisco Webex Workforce Optimization provides integrated capabilities for team performance management to enhance our Unified Contact Center Express and Webex Contact Center product offerings. To provide efficient, effective, customer-focused service, supervisors must have the data and tools to manage team performance and deliver exceptional customer experiences. Increase first call resolution and team productivity with scalable voice and screen call recording and quality evaluation solutions. Free managers from scheduling headaches so they can focus on strategic improvements and engage with real-time feedback. Gain data-driven insights from speech and desktop action analysis to improve customer experience and drive revenue. Webex Workforce Optimization integrates directly with Cisco Unified Contact Center Express and Webex Contact Center solutions to enhance and transform the supervisor experience and create a contact center of excellence.
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OpsTel Speed
OpsTel Services
Our software allows contact center operations staff to make changes to Call Taker skills configurations without having to rely on other contact center support organizations that would normally perform these changes for them. Provides capabilities to manage, monitor & track Call Taker availability in real time. Provides contact center operations the ability to address unexpected Call Volume Fluctuations & Arrival Patterns. Facilitates the ability to future schedule recurring projects & initiatives. Enables the ability to temporarily manage Call Taker "On-Phone" availability schedules. Allows operations to temporarily adjust Call Taker skills configurations without IT assistance. Automatic roll-back of all temporary changes made to Call Taker skills configurations. -
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Kova
Kova
Kova specializes in making every customer interaction an effective one. Using our software solutions, we can help your contact center reduce average handle times, provide vital speech analytics & customer sentiment reports, and collect valuable customer data to help further enhance future interactions. Manage your call center employees with insightful scheduling, real-world training, and productivity tools. We know how expensive it is to get new customers, so keeping your current ones happy is a key to success. Kova recording solutions for contact centers provide a high-performance platform for the multimedia recording, evaluation, and archiving of calls. One simple interface gives your team access to audio and screen recordings, quality assurance scoring, speech analytics, and more so you have the information needed to ensure your customers stay your customers. Uses context-sensitive, dynamic customer surveys to capture information across different channels of contact. -
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Playvox
Playvox
Playvox equips modern businesses and BPOs with the most comprehensive, collaborative and insightful agent optimization suite of Quality Assurance, Performance Management, Coaching, Learning and Agent Motivation software. Our automated and centralized solutions integrate with your existing platforms and empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation within hours. -
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Klaus
Klaus
High-growth companies use Klaus to improve their customer support quality. - Improved CSAT & efficiency metrics after the first month of usage. - Impactful coaching sessions and 1-1s based on performance metrics and conversation examples. - Actionable metrics to track quality and identify issues as they arise. - 90% time saved compared to doing reviews manually using spreadsheets. Zoom in on details with data insights and zoom out for perspective with data visuals. A quality all-in-one, Klaus is your single source of information for training & improving. -
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SalesLens
SalesLens
Use the next generation of AI to analyze call context to help the team sell more. With our AI-powered sales call analytics and coaching solution, we go beyond just monitoring KPIs. We analyze the full context of each conversation, providing real-time insights that can revolutionize your sales team management. No more manual supervision or missed opportunities. Use the call evaluation templates or add your own questions to get a personalized quality report. For example, see if the salesperson asked open-ended questions about the customer's needs and suggested the next step at the end of the call. Simply upload a call for analysis to our platform. You'll get the result in just a few minutes! Get a detailed report of the call with answers to your questions about the quality of the manager's conversation. Evaluate real-time call quality scores, as well as the best and worst calls for training and coaching purposes for your sales team.Starting Price: $100 -
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TelStrat WFO
Serenova
TelStrat WFO provides world-class workforce optimization functionality via an easy-to-use interface. Engaging and managing your teams well is essential to optimizing your biggest investment and exceeding customer expectations. A workforce optimization program – supported by the right software – is the answer. And Serenova offers that solution through on-premises and cloud WFO software. Accurately and easily schedule skilled agents to meet service levels. Predict future requirements and use wizard tools for simple forecasting. Let agents enter schedule preferences and see performance via the My Time web-based agent portal and mobile app. Improve agent motivation and performance using gamification features. -
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AgentTime
Portage Communications
AgentTime™ call center scheduling software is an easy-to-use, affordable solution for call center workforce management. With our AgentTime software, you import your call volume forecasts and average call lengths by time period. AgentTime will create optimal weekly schedules for your agent groups. Our AgentTime call center scheduling software includes Portage’s powerful Call Center Designer and SimACD call center staffing software. These two modules are used to calculate optimal agent levels for each time period for your workweeks. Call Center Designer predicts your staffing requirements and other performance statistics for each time period in your workday using established Erlang-C formulas. SimACD then refines these calculations allowing you to test and try out different numbers of agents in a computer-simulated automatic call distributor (ACD) before creating the schedule. Our intuitive user interface lets you create weekly schedules. -
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To engage the customer in today’s digital world means creating a single, unified experience across every channel they choose to use to connect with you. From calls and email to chat and social messaging, delivering seamless service has never been more complex. IFS Customer Engagement software solutions enable businesses to deliver a faster, smarter service whatever the contact channel. By combining an omni-channel contact center with CRM in a single, configurable, AI-powered agent desktop, support staff are empowered to deliver rapid service however complex the request. Bringing together disparate sources of customer data from multiple systems, alongside all contact channels, your agents can deliver customer engagement seamlessly, while simultaneously banking productivity gains. To win in the service market requires excellence in customer care. But what does it take to modernize the contact center and deliver smart self-service?
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TCN
TCN
TCN Operator is a collection of all the best call center tools seamlessly integrated together. With TCN’s no contract promise, the cloud-based platform is customizable to meet all of your call center needs. TCN’s call center software supports billions of consumer and agent interactions each year. Control all call center communication channels in one place. Provide your agents with a unified experience and the ability to talk with consumers over whichever medium they prefer. Offer numerous channels of communication, and let the customer choose their preference. Equipped with the right tools, your call center can confidently tackle all compliance regulations. Keeping your call center and your customers’ sensitive information safe is of the utmost importance. Following compliance regulations such as TCPA, HIPAA, and FDCPA is made possible by automating and streamlining proper call center practices. Data without the proper protection may lead you to difficult hurdles down the road. -
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MOJO-CX
MOJO-CX
Make sure you are never one of them by ensuring your compliance is watertight with customizable voice analysis triggers. Over 53% of UK consumers show at least one characteristic of vulnerability, so we’ve made it easier to spot them and notify the best person in your organization. A massive 91% of customers reported poorer CX from contact centers in the second half of 2021. Focus on the things that drive uplift faster and understand what agents need to say to drive more positive outcomes for customers. Set custom rules that allow you to immediately alert the appropriate person for every critical moment, based on any data points within the platform. Even the ones that you provide. Easily keep track of how well every conversation has gone based on the metrics that matter to you, giving you a clear view of agent performance across each interaction.Starting Price: $7,171.51 per month -
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LeadDesk
LeadDesk
LeadDesk’s auto and predictive dialer modes enable your agents to go from 40 calls per day to 120 calls per day. Imagine what this does to your revenue and bottom line? LeadDesk comes with eight different dialer modes including auto and predictive dialers. Your outbound sales agents reach customers quickly in any situation with the right dialer mode. Switching from a manual dialer to LeadDesk typically enables your call center agents to call three times as many contacts per day. You know best. So why not boost your campaign ROI by creating, managing and reporting sales and marketing campaigns yourself with LeadDesk’s easy-to-use campaign creation and workflow tool? You don’t need to call a consultant each time you want to set up a new sales campaign. Instead, you can constantly optimize call center campaigns based on your real-time monitoring or historic reports.Starting Price: 89€ / license per month -
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storm Cloud Contact Center
Content Guru
Content Guru’s cloud customer engagement and experience solution storm® services hundreds of the world’s largest organizations. Providing businesses from a variety of sectors with a comprehensive, user-friendly interface, storm offers an effortless solution to resolving queries and issues without losing the quality of service that customers expect. storm integrates seamlessly with third-party databases, overlaying existing infrastructure with the unlimited capabilities of storm to unify disparate systems and enhance customer experience. storm helps hundreds of the world’s largest organizations deliver great customer experiences. Building on the core cloud contact center product set of IVR, ACD, omni-channel support, and more, users have access to a range of cutting-edge modules, ensuring that their customer and agent experiences are optimized. storm provides a range of native functionality, including WFM and CRM tools. -
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Symbee
Symbee
Having a solution that’s easy to migrate to with the assistance, if needed, of experienced consultants who have an understanding of where you’re coming from and where you want to go. Happy with a product that is easy to administer and support, does not require endless upgrade projects and CAPEX funding, and is updated with new features continuously as technology in the contact center space evolves. Symbee is the most technologically advanced Amazon Connect partner in the world, delivering all the power of Amazon CX innovation without the necessity to build everything. Symbee delivers AWS cloud-based omnichannel contact center and unified communications with voice, chat, SMS, video, and social channels in a single platform, powered by AWS AI and M/L services. We have low-code/no-code integrations with major CRM, WFM, and other contact center platforms that can be up in hours, not days or weeks. -
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Nuance Analytics
Nuance Communications
When your success is measured by customer satisfaction, it pays to understand exactly what’s happening across all customer interactions. You need a complete view of customer engagements across your channels to streamline processes, reduce customer effort, and uncover new operational efficiencies in your contact center. That’s where Nuance analytics solutions come in. Nuance brings you easily customizable solutions that analyze 100% of customer interactions across all engagement channels to give you clear, visual insights into trends, outliers, opportunities, and important contact center KPIs. When you can see—and understand—all your customer interaction data, it’s easier to evaluate your customer experience, identify best practices and areas for improvement, and determine the actions to take to increase CSAT and NPS. -
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Ameyo
Ameyo
Artificially intelligent omnichannel contact center software to help enterprises. A flexible, enterprise-ready solution to thrive in the contactless world. Easy-to-use, powerful cloud-based call center software to be up and running in hours. 360-degree customer support with omnichannel ticket management. Humanize your Contact Center Interactions with Video Chat. A simplified and secure debt collection software to accelerate your debt recovery. Integrate real-time communications without owning or building a system. Faster conversions and reduced queries with conversational marketing. Increase Call Pick-up Rate with Truecaller for Business. Schedule a callback request for a world-class customer experience. Read, learn and enlighten from the best learning resources at your disposal. -
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Verint Workforce Engagement
Verint
Leapfrog the competition with AI-powered tools built for the future of your workforce. Engage and manage your contact center, back office and branch teams. Today’s workforce includes humans and bots handling multiple complex requests across diverse channels and multiple locations. With Workforce Engagement, you can: Balance employee schedule flexibility with optimal staffing levels Measure and improve the quality and compliance of interactions Gather rich insights about conversations across all engagement channels Provide AI-powered assistance in real-time for optimal outcomes Verint Workforce Engagement is a Customer Engagement Platform with AI and automation at its core providing best of breed capabilities to manage, analyze, and improve customer engagements. A platform that is designed for the hybrid workforce, spans all customer engagement use cases instead of just the contact center, and is built on an open architecture. -
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Vantage Point
Pipkins
Vantage Point is Pipkins’ premier enterprise workforce management (EWM) product, featuring comprehensive scheduling, forecasting, and planning functionality for complete enterprise-wide, front office, back office, multi-site, contact center workforce management (WFM) and performance management. At Pipkins, we understand that details matter with every contact. Vantage Point uniquely handles every contact that comes into organizations, including calls, chat, text message, e-mail, and back office work items. Pipkins utilizes our own state-of-the-art algorithms developed by founder, Dr. James Pipkins. The use of these algorithms makes Vantage Point simply the most accurate forecasting product on the market, enabling companies to solve complex operational issues in today's multi-faceted omni-channel workforce management environments. Vantage Point gives organizations a proven WFM solution with the ability to automate processes and reduce costs. -
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injixo
injixo
Say “goodbye” to manual work, tedious spreadsheets and complicated software. Say “hello” to a smart WFM solution that makes your life easier, your contact center better and your customers happier. Instead of feeling frustrated with a WFM solution that just adds to your workload, try one that makes planning a breeze. injixo is an extraordinarily user-friendly and easy-to-navigate WFM solution for call centers. It is designed to save you money, time, and stress - while empowering you to do more with less. Instead of waiting in line to get support, be delighted with real customer care that deserves the name. Our support team and smart self-service options provide you with excellent onboarding, training, and advice to help you in your daily work with injixo. Instead of dealing with an inefficient workforce management process, you can automate and optimize your WFM from start to finish.Starting Price: $9 per month -
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Verint Workforce Management
Verint
Get to know the workforce management (WFM) solution with the highest customer satisfaction ratings in the industry. It’s WFM made easy. Powerful workforce management software improves both the customer and the employee experience while helping your organization achieve its goals. We’ve reimagined how to make WFM software easy to use in an increasingly complex environment. You can trust that the right people are scheduled at the right time and maintain the focus on the needs of the customers. We’ve removed the complexity without removing the features you depend on. Our modern, cloud-based interface is optimized to make common tasks easy. We understand the importance of making an interface that is familiar and intuitive. Our seamless interface supports all the capabilities you need while delivering an enhanced experience. Are you ready for streamlined visualizations that allow workforce managers to see all they need without toggling screens? -
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Alvaria Cloud
Alvaria
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place. Unique in offering enterprise organizations the ability to select their cloud service provider of choice and deploy in a multi or single-tenant environment. Includes a rich set of APIs to support business system and third-party integrations, including dashboard widgets and leading CRM systems. Scales to meet the needs of large organizations and delivers proven, best-of-breed CX and WEM capabilities to help companies build lifetime customer loyalty. -
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ICR Evolution
ICR Evolution
Whether you’re an SMB or FTSE100, a utilities or financial services business, whether you have 10 or 600 agents, own a telemarketing or customer service operation, ICR Evolution has a solution to help you tend to your customers´ every need in a productive fashion. Reduce propensity to contact and increase your First Contact Resolution rate with our scripting and templating features, allowing you to provide unified communications. Our software is so easy to use that it will not only reduce agent burn-out but also free up more time to focus on full customer assessment, preventing repeat contacts. The ICR software includes several dialing modes (predictive, progressive, preview and agentless), allowing you to choose the most relevant option for each of your telesales campaigns. All your agents need to do is focus on how they´ll collect the money, the evolution software takes care of the rest!. -
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Call Center Designer
Portage Communications
Determine the optimum number of agents you need for your desired service levels. By hour, half hour, or quarter hour, determine the ideal number of agents and lines to handle the peaks and valleys of your call traffic for each day of your work weeks. Display, print, or export to Excel. You enter in the call volumes and expenses of your call center, the number of calls, arrival period, average talk time, after-call work time, maximum caller wait, desired service levels. You will then view Call Center Designer's performance statistics or print them. You may also save all your entries and the calculated statistics to files that can be recalled later. All calculations and graphs may be transferred to Excel or Word with a couple of mouse clicks. Call Center Designer uses customized versions of the Erlang C and Erlang B probability algorithms for staffing and trunking calculations.Starting Price: $179.95 one-time payment -
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CallMiner Eureka
CallMiner
CallMiner Eureka leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyze every customer interaction, across all channels, and automatically uncover actionable intelligence. We are continuously improving and expanding CallMiner Eureka products in an effort to provide our customers with the right, most updated tools to maximize ROI. Analytics workbench, discovery, category and scoring configuration. Agent/supervisor portal, direct performance feedback. Real-time monitoring & alerting, agent next-best-action, API/message driven. Audio capture for efficient speech analytics. PCI and sensitive data redaction from audio and transcripts. Data extraction, audio / contact / data ingestion, app development. Brings speech analytics data story to life. Elevate the customer experience. Communicate via your customer’s preferred channels. Power your business with customer insights. Optimize outcomes. -
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Talkdesk
Talkdesk
Create a seamless customer journey across channels that is fast and frictionless. Explore our automation-first solutions with AI for every day. Each year, we release hundreds of new features, solutions, and integrations to keep our platform ahead of customer experience technology and trends. Our automation-first customer experience solutions leverage Talkdesk AI to optimize your most critical customer service processes. You don’t have to take our word for it. Read, listen, and watch how our customers make their customers happy. Elevate your customer service experience with CX Cloud – a full set of enterprise-level, integrated, CX applications for customer self-service, omnichannel engagement, workforce engagement, employee collaboration, and customer experience analytics – all on a unified cloud-native platform. Delight your agents with an intuitive UX and make your contact center agile by easily configuring every aspect of CX Cloud, from IVR routing rules to the agent workspace.Starting Price: $45 per month -
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Genesys Engage
Genesys
Choose any cloud with the multicloud contact center solution. Power personalized customer experiences at scale. Global enterprise contact centers have complex needs — from the latest communication channels to flexible deployment options. Genesys Engage contact center software is the solution of choice for leading global brands that need sophistication and scale. The full-featured Genesys Engage omnichannel engagement solution supports your larger digital transformation initiatives. And it gives you a competitive edge in today’s market. What Genesys Engage can do for you. Unify all voice and digital channels, self-service, work items, and inbound and outbound interactions. Get the foundation you need to create more holistic, personalized experiences for your customers and employees. Match the right resource to the right customer for better results. Best-in-class enterprise routing makes the most of automated and assisted engagements. -
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MyPass Global
MyPass Global
MyPass™ is a multi-award-winning technology company that empowers workers to manage their training and competency information through a digital Skills Passport. MyPass™ is simplifying the compliance management process for organisations in highly regulated industries by removing compliance gaps. For our clients, this is about two things: reducing risk by accessing real-time compliance data, and reducing back-office costs by up to 70% through more streamlined processes. In short, we are creating a global worker credentialing platform designed to save time, and reduce risk in the workplace. -
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Genesys PureConnect
Genesys
The Genesys PureConnect customer experience application. A flexible, all-in-one CX application that meets your needs. The demands of customer service change constantly. Customers want to engage in the channel that best suits their preferences. And for today’s customer, good service isn’t just nice to have—it’s essential. To give those customers the experience they want takes flexible and reliable contact center technology. The Genesys PureConnect™ application is the only true, all-in-one omnichannel contact center and communications solution recognized as a leader in both cloud and on-premises markets. Get the richest set of capabilities—built from the ground up—to be certain you’re operating with maximum reliability, flexibility and control. Unifying communications across your company reduces complexity, simplifies administration, improves efficiency and reduces total cost of ownership. And doing all of this without disrupting existing systems. -
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DCDial
DCDial
Our cloud-based contact center solution helps companies reach millions of customers via interactive text and voice. Our highly customizable solution boasts an intuitive and user-friendly interface that allows our clients to design and deploy sophisticated communication strategies quickly and with relative ease. We help our clients boost productivity, enhance efficiency, and increase profitability by automating business processes: sales and marketing, scheduling, announcements, payment processing, and more.Starting Price: $99 per month -
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VoiceBase
VoiceBase
Our customers discover new ways to lower call center costs, maximize revenue, and minimize compliance risk with our flexible, scalable solutions. Using AI, Natural Language Processing, and Intelligence Tools, we turn raw unstructured call data into structured, rich data for analysis. Make better business decisions from every sales, service, or marketing conversation. Voice Analytics software to transcribe contact center calls and organize the data for actionable insights. Automatically transcribe recordings with natural language processing (NLP). Analyze, inspect and categorize calls with our industry-leading query solution. Automatically detect and redact sensitive data PCI / PII data from the audio and transcript. Includes 40 paralinguistic metrics such as silence, overtalk, dynamism & sentiment. Detect and predict complex behavior with high accuracy using machine learning. Analyze chat, email, CRM, and support data for a complete view of customer interactions.