The top editors at CUSTOMER magazine and its parent company, TMC (News - Alert), have made their selections for the CUSTOMER Product of the Year Awards. Here’s a list of the winners, and what each offering brings to the customer experience.
AireContact Cloud Hosted Contact Center
As described in the product review in this issue, AireContact enables contact centers to provide their agents with the flexibility to both make and receive calls as is necessary. Rather than lock agents into fixed roles, it allows for improved contact center productivity and efficiency by allowing agents to work where and when they are needed.
Alloy Navigator 7
The Alloy Navigator Enterprise 7 is a new release that focuses on industry leading practices for service management via features like service catalog and self-service portal integration. It offers support for consumables, equipment reservations, stock management, and Microsoft Outlook Calendar integration.
Respond is an enterprise case or complaint management software solution that can easily be tailored to address organizations’ unique processes. Available for delivery via an on-premises model or through the cloud, Respond is suited for any size organization
Avaya Aura Experience Portal
Organizations leverage the Avaya Aura Experience Portal to connect with customers in new ways and take advantage of all the popular mobile channels, including SMS text and mobile phones. Intelligent routing, multi-party conferencing, and pre-identified customer preferences can also allow for personalization.
The Avtex InteractionSync agent desktop delivers embedded call controls such as call pickup, click-to-dial, conference, disconnect, hold, status management, and transfer. It uses CRM to manage essential customer interaction data and blends that with the features of CIC to handle measuring, queuing, reporting, and routing.
Calabrio ONE is a comprehensive and fully integrated solution for workforce optimization of the contact center. It delivers analytics, call recording, quality management, and workforce management. And Calabrio Services help clients fine tune the solution to meet their specific needs.
Cicero Discovery software provides Desktop Activity Intelligence by capturing, storing, and reporting activities and events across applications in an effort to measure and manage how people, processes, and technology work together. Cicero Discovery consists of six desktop sensors: Session, System, Activity, Business Data, Business Process, and Microsoft Outlook. These sensors capture various data and can be configurable using a centralized management tool.
Clear C2 Inc.
The C2CRM solution addresses business intelligence, customer service, sales, and marketing. It streamlines the sales process by providing real-time information on customers, leads, and prospects. It helps marketing teams track what initiatives work and which ones do not. And it makes customer service more efficient and effective through the use of more customer information.
Confirmit Horizons V18
This customer experience, employee engagement, and market research solution from Confirmit enables organizations to gain maximum value from all data sources, delivering richer business insights to empower smarter decision making and enable faster reactions to changing business needs. New with this release is SmartHub, which enables businesses to capture, analyze, and respond to customer and market feedback across multiple channels and sources in real time.
Coveo for Sitecore
This customer experience contact center testing platform from Cyara helps organizations test and manage agent desktop and routing technologies, computer telephony integration, IVR, and telephony to ensure they meet business and customer experience goals. The solution is available as an on-premises installation and via the Cyara Cloud.
Epicor Eagle N Series Business Management Software
A comprehensive retail business management system, the Epicor Eagle N Series Business Management Software was built for today’s independent retail businesses. It was designed to make it easier for businesses to deliver top-flight customer service, grow profits, and operate more efficiently.
Expert Global Solutions
EGS supports and has implemented the use of gamification within its contact center facilities to promote internal competition, drive performance and increase employee satisfaction/engagement. Throughout the integration process within its training, management, and technological programs, along with performance on the production
floor, it has found that gamification has ultimately enhanced the performance of its agents.
HEAT Cloud Service Management
FrontRange’s HEAT delivers IT service management via a multitenant cloud platform. It enables organizations to provide complete, workflow-based service desk management activities ranging from service desk operations to more complex and configurable service management workflows built on industry standards.
A platform called Leo from Kryon Systems helps organizations develop, deploy, and maintain real-time performance support for users that depend on various applications to succeed in their jobs. It addresses the back office, contact centers, the front office, and training. And it includes the Leo Player, Leo Studio, and Leo Server to support any application with no need for coding or integration.
CXEngage from LiveOps makes customer data actionable in real time by picking up on patterns in behaviors, placing them in the context of the customer’s brand journey, and offering up ways in which brands can make customers happy. It can connect with any application or system that supports a REST API.
An Aspect Software affiliate, LiveVox provides cloud contact center solutions. That includes an ACD, business analytics suite, call recording, and integrated hosted predictive dialer.
The Allegiance CX platform addresses big data, is cloud-based, delivers multiple survey programs, and has flexible service capability and integrated text analytics and data mining. It integrates easily with other systems like CRM, POS and ERP so decision-makers can see the connections between customer experience, operational performance, and business results.
Mattersight Predictive Behavioral Routing
Mattersight Predictive Behavioral Routing uses advanced predictive algorithms to automatically pair each caller with the best available agent to handle that specific caller based upon agent performance variability and customer data, including personality, communication style, behavioral characteristics, and previous interaction history. This offering requires no changes to existing personnel or processes and integrates easily with market-leading telephony and routing systems.
Monet Software Inc.
Monet WFO Live – Workforce Optimization in the Cloud
Monet WFO Live is a complete suite for call centers to automate workforce management, quality monitoring, analytics, and performance management. Call centers can quickly and easily optimize all aspects of their workforce with this solution, resulting in better utilization of resources, better cost management, and improved service levels.
NewVoiceMedia ContactWorld for Service
With ContactWorld for Service from NewVoiceMedia, organizations can deliver a great customer service experience and realize a low churn rate. It helps organizations better understand customers so they can send them to the right agents, and so they serve those customers wherever they are.
NICE Customer Engagement Analytics
NICE Fizzback delivers real-time customer feedback, enabling organizations to gain powerful insight into the real voice of the customer, promptly act on customers’ comments and issues at the decisive moment, and drive enhancements and corrective actions to continuously improve future interactions. NICE Customer Engagement Analytics, meanwhile, is a smart analytics platform that maps the cross-channel customer journey, capturing and analyzing what was said, written and done each step of the way, for every customer.
Noble Systems Corp.
Noble CallTech Total Contact
The new solution, known as Noble CallTech Total Contact, enables contact centers to better manage calls to mobile numbers. It uses analytics and decisioning to determine the best way to contact customers, differentiating mobile versus landline numbers, and improves management of calls to wireless phones to maintain compliance with regulations.
Pega Customer Service
This omnichannel solution enables customers to connect with organizations via any device or channel. Pega Customer Service is now available on the Pega Cloud, which is powered by Amazon Web Services (News - Alert).
RightAnswers Knowledge Platform
RightAnswers software customizes the experience based on the user profile, which determines, for example, the branding, icons, language, the number of search results to display and the knowledge sources to use. RightAnswers delivers answers quickly, no matter which channel the customer uses for service, such as web, mobile, email, social and chat.
Intelligent Voice Automation
SmartAction delivers artificial intelligence-enabled voice self-service. Its Intelligent Voice Automation platform, the culmination of more than a decade of research and development, uses natural language speech recognition throughout every call, an artificial brain to handle the conversation flow, and is based on an object-oriented coding framework.
Sugar can be used to combine an organization’s business processes into a centralized platform that allows employees to sell, service and support customers in a highly personalized and localized way. It improves workflows and business processes, and provides insights to help businesses save staff hours, improve revenue forecasting, and grow.
TCN Platform 3.0
Platform 3.0 is the latest version of TCN’s cloud-based contact center suite. The new release includes the ability to add tips to the agent dashboard and to add inbound fields to client information display templates, additional back-end log-in capabilities to allow recovery of agent response, improved editing, and an ACD that announces the number of calls ahead and average wait time within the queue.
TeamSupport Customer Support Software
TeamSupport is a fully hosted cloud-based help desk solution that helps businesses better understand their customers as a whole. To enable this, TeamSupport’s solution includes a comprehensive customer database, which allows agents to view all tickets and support requests from the same company in one place, allowing them to better identify trends and issues on a company-by-company basis. Customer support reps have the ability to search by company and by contact. They can see which tickets are open or closed along with those that have notes or files requiring follow-up.
Tigerpaw has designed CRM and service management to help people manage technology businesses more efficiently. The company’s software helps IT, telephony, security, audio/video, and POS businesses increase growth and make more informed business decisions.
Acuity – Contact Center Performance Management
A hosted software solution, Acuity enables clients to leverage disparate systems data to measure, report, analyze, and derive actionable intelligence across every facet of the contact center operation. Acuity helps successful organizations improve employee performance, operational efficiency, customer satisfaction, and financial results while reducing compliance, legal, and other business risk.
Customer Engagement Analyzer 2.0
Transera Customer Engagement Analyzer brings data together in the cloud from ACD applications, CRM applications, IVR systems, order entry applications, and other customer data sources like demographic services so contact centers can analyze, understand, manage, and automate customer interactions in new and innovative ways.
A lead management software and sales CRM software solution for phone-centric selling, VanillaSoft enables businesses to do more with their data. It allows for next-best-lead routing, progressive dialing, on-board intelligent messaging, integrated email, real-time lead distribution, live dashboard, and digital call recording.
Vantage’s unified communications solution is designed to help businesses create marketing campaigns that maximize customer sales and service. This solution unifies hosted voice with the Internet, social media, and CRM to deliver a business phone service so advanced that it lets organizations capture and save all in-bound customer contact information so that they can build and send email and text messaging campaigns and track results with their own CRM solutions.
Verint Systems Inc.
Verint Engagement Analytics
Verint Engagement Analytics is a cloud-based software and services solution that provides an analytics platform for capturing, analyzing, and correlating customer interactions, behaviors, and journeys across all channels. It can help users gain a single view of the customer experience, pinpoint areas of opportunity and deficiency, and develop strategies to address them.
Virtual Hold Technology
VHT Conversation Bridge
The Virtual Hold Technology Conversation Bridge is a multichannel callback solution that connects customers with customer service specialists after they’ve reached a dead-end on self-help channels like web pages and mobile apps. It integrates web pages and mobile apps with existing intelligent call routing, VoIP and CTI systems, so customers who start an interaction online can get a quick and easy callback, instead of having to dial a toll-free number.
Voice4Net RTC Client
Voice4Net RTC Client is a WebRTC-based contact center solution that allows for ease of customization and implementation. RTC Client provides a widget-based GUI and has drag-and-drop elements that can be used to populate the agent desktop as needed. And it can be easily integrated into legacy contact centers by dealers and integrators.
Votacall Viper 2.0
Votacall Viper, part of the Votacall Cloud Layer Product Suite, is a support application that addresses the customer experience. A cost-effective credit card-sized node, Viper sits on the customer network to continuously capture, store, and dump real-time traffic for review. That can enable organizations to increase productivity, deliver a better customer experience, and decrease average ticket resolution times by more than 50 percent.
VXI Global Solutions LLC
VXI’s VisionSuite includes Vision QA Tool, a quality/monitoring management system for contact centers; the VisionLog, a digital recording system that captures, stores, archives, and plays back telephony and computer activity; VisionIVR, an interactive voice response solution; VisionCRM, a customer relationship management solution; and VisionCT, a computer and telephony integration system.
ZOOM Quality Management Suite
Quality management tools from ZOOM include ScoreCARD, an integrated, flexible, and easy-to-use solution that saves time and money when evaluating agents. It also increases overall contact center performance.
Zultys Cloud Services
Zultys Cloud Services is a cloud-based IP phone system, unified communications solution, and contact center service based on the company’s enterprise-class MX series of IP phone systems. It is easy to deploy for businesses of all sizes.
Edited by Maurice Nagle