Top 10 Call Center

8/2/2019 Top 10 Call Center

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TOP 10Call Center Software VendorsREVEALED

2012 Edition

Proles of the Leading Call Center

Software Vendors

For more information, visitBusiness-Software.com/CallCenter


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2012 Business-Software.com. All Rights Reserved. Reproduction Prohibited.

About Call Center SoftwareInteractive Voice Response (IVR)

With an IVR system, companies can automate routine inquiries, such as requests

for account balances or questions about the status of orders, so agents are free toaddress more complex problems. Customers use the numbers on their touch-tone

phones to make their requests (i.e. enter in their account or order number), which

are then sent directly to a database where information is pulled and spoken back to

the customer using pre-recorded phrases, or text-to-speech technology. Many IVR

systems also offer speech recognition capabilities for additional convenience, as well

as survey functionality to gather feedback from customers after an interaction has been

completed.

Computer Telephony Integration (CTI)

CTI bridges the gap between IVR systems, phone switches, and agent workstations.

For example, a customer exits your IVR system halfway through a transaction. As the

call is transferred to the appropriate live representative, all the information they already

provided travels with it, and dynamically appears on the agents screen when he or she

picks up the phone. This accelerates handling time and resolution, and saves customers

the frustration of having to give the same information twice.

Call RecordingYour call is being monitored for quality assurance. Anyone who has heard that line

has witnessed call monitoring software in action. Calls are recorded, and can be played

back at a later date for a variety of purposes (i.e. to evaluate an agents performance, to

settle a customer dispute, etc.).

Call Monitoring

These systems take call recording one step further, allowing companies to set pre-

defined thresholds, such as the use of certain words or calls that pass a certain length.

They work by either flagging certain recordings for supervisor attention at a later time, or

by sending an immediate alert to a manager, who can then monitor the call live, as it is

taking place.


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About Call Center SoftwareCall center Analytics/Performance Management

Key performance indicators are critical to the ongoing management and improvement

of contact center operations. Call center analytics solutions allow supervisors and teamleaders to track their most important metrics such as first call resolution, call handle

times, survey results, etc. Armed with this information, they can identify the positive and

negative trends that impact customer satisfaction, and take immediate corrective action

when needed.

Workforce/Agent Management

The availability and effectiveness of agents is what makes or breaks a call center.

These solutions fully automate critical workforce management-related processes such

as scheduling, performance assessments, and training.

Key Benefits for Your Company

There are tremendous advantages that can be realized through the use of the many

types of call center applications. With call center software, companies can:

Increase customer satisfaction through the delivery of a higher caliber of service.

Improve agent productivity and retention.

Minimize overhead costs through a reduction in phone service fees and agent training

expenses.Boost revenues by empowering representatives to actively participate in marketing

promotions, and identify and leverage new sales opportunities.

Does My Company Need Call Center Software?

Every company has something to gain by enhancing customer interactions through

the use of call center software. The proof is evident in a recent CFI Group study, which

cites a direct link between call center performance, company reputation, and client

loyalty. According to their research, only five percent of customers indicated that they

were likely to take their business elsewhere if their issue was successfully resolved

by a contact center, while 79 percent stated that they would spread positive word of

mouth. Customers whose issues were not resolved promptly had much greater potential

defection rates percent and were more likely to tell other buyers about their bad

experience 76 percent.

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About Call Center SoftwareAdditionally, a Genesys survey demonstrates that 7 percent of customers would

repeatedly buy from a company based on a great call center experience, while 0

percent would end the relationship if an interaction was unsatisfactory.

What to Look for When Choosing a Call Center Software Package

Integration

In order to be most effective, call center software applications must seamlessly link to

existing telephony systems such as switches and predictive dialers. This will provide

a complete picture of all call-related activities, allowing managers to gather additional

statistics such as call volumes, hold times, and transfers. As a result, they can better

manage workloads, and gain greater insight into the true customer experience.

Multiple Communication Channels

Even if your call center only conducts business by phone today, customers are likely

to demand service via email, chat, fax, and other channels in the near future. So, be

sure the contact center software you choose can extend its capabilities beyond phone

interactions to support communications via any vehicle.

Support for Virtual Contact Centers

The virtual model is becoming an increasingly popular one for todays contact centers.If your call center consists of agents that reside in numerous disparate locations, or you

plan to move to a virtual call center model in the near future, youll need contact center

software that fully supports your operations.

Top Call Center Solutions

You have many options when choosing a call center solution. To make your selection a

bit easier, weve featured some of the leading call center vendors in this paper.

Review these companies, and youll be well on the way to finding the right call center

solution for your marketing department.


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2012 Business-Software.com. All Rights Reserved. Reproduction Prohibited. 6

www.frontrange.com | 1-00-776-79

HEADQUARTERS:

Pleasanton, CA

TRIAL:

Trial is available

OWNERSHIP:

Private

FOUNDED:

199

CALL CENTER SOLUTIONS:

FrontRange Voice*

CUSTOMER FOCUS:

FrontRange develops and delivers call center solutions for any size company, in any

vertical, with specific design considerations for small to mid-sized organizations.

SELECT CUSTOMERS:

Coca Cola Bottlers, Virgin Money, Chicago White Socks Fan Club, Auburn University,

destinationCRM.com.


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About FrontRangeFrontRange Software, Inc. (the creators of GoldMine Software Corp.) is a leading

provider of software solutions for sales, marketing, and customer service and support

solutions for small- to medium-sized businesses and distributed enterprises.

FrontRange Software Corp. includes over 600 employees, more than 1.7 million users,

several hundred Value Added Resellers and 10,000 customer sites worldwide. The

corporations global presence includes offices in North America, Europe, AsiaPacific and

South Africa.

Goldmine is owned by FrontRange Solutions, a developer of award-winning software and

solutions used by more than 10,000 companies and over 1. million users worldwide to

manage a wide variety of business relationships and provide exceptional service.

FrontRange Solutions, a provider of CRM and service management applications for over

20 years, with more than 10,000 customers worldwide is your source for integrated

applications that allow you to drive customer loyalty, increase productivity and sales

effectiveness, and build exceptional relationships across your entire value chain.

Integrated Telephony Solutions for GoldMine

FrontRange GoldMine Voice Solutions is a comprehensive communications solution

that combines the two most powerful customer contact business tools - your phone

system and your GoldMine Customer Relationship Management (CRM) software system.

It is designed to help businesses deliver an optimal customer experience using advanced

IP telephony to drive business value in every customer interaction.

FrontRange has long provided CRM software solutions to increase sales, improve

marketing tactics, and help companies analyze and communicate with their best

customers and prospects more efficiently. GoldMine Voice solutions are designed to

bring productivity to your sales and customer support teams. GoldMine Voice Solutions

includes an advanced, software-based IP telephone system with IVR, ACD, Call

Recording, Unified Messaging, Auto Attendants, inbound and outbound productivity

applications as well as easy to use management.


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About FrontRangeFrontRange Key Benefits

Help your business deliver better customer service with simplified call routing giving

inbound callers easy access to GoldMine users and delivering screen pops of callerinformation

Increase sales using outbound calling campaigns with automated preview and

progressive dialing applications including list management, call distribution and real

time status reporting.

Standards based VoIP solutions leverage your existing infrastructure to reduce your

overall cost of ownership

Make your business more competitive with a complete, fully integrated solution that

reduces implementation costs and an accelerated Return On Investment

Future proofs your business with a software-based CRM communications solution that

keeps pace as your changing business requirements by simply updating your system

software.

FrontRange Software Key Features

Click to Dial- Increase GoldMine user productivity by offering click to dial out of

GoldMine contact records and with automatic tracking of calling activity in the

customer record

Screen Pops - Help your customers provide better service when inbound calls ringand automatically trigger a screen pop of GoldMine customer information to their

desktop PC

Better Campaign Management- Simplify your customers outbound calling campaigns

with preview and progressive dialer application (list management, call distribution,

status reporting)

Pop Telemarketing Calling Scripts - Increase effectiveness of outbound calling groups

with Automated Script Pops that maximize outbound sales campaign performance.

Powerful VoIP Softswitch - Complete IP business telephone system is included as the

foundation of the GoldMine IP Voice Suite. Designed to work as a stand alone phone

system, or integrate with your existing office phone system.

Unified Voice Messaging- Powerful unified messaging / voicemail allows voicemails to

be sent as email attachments, or as tasks in GoldMine.

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About FrontRangeWeb-based application builder- Change the Auto Attendant messaging to your

customers or adjust call routing options with this easy-to-use GUI application.

Integration with business applications - Seamlessly integrates all current versions ofGoldMine CRM.

Conversation recording tools - Built in quality management allows scheduled call

recording, and agent requested recording of appropriate conversations such as a

transaction or customer complaint and attach them to customer records for later

review.

Self management and reporting CRM software solution - Simplified Web based

management and reporting eliminates the need for expensive rd party support.

Allows supervisors to monitor rep conversations, and even whisper coach or barge if

required.

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www.incontact.com | [email protected] | 1-66-96-7227

HEADQUARTERS:

Salt Lake City, UT

BUSINESS MODEL:

Software-as-a-Service (SaaS)

OWNERSHIP:

Public (NASDAQ: SAAS)

FOUNDED:

1997


inContact on DemandCall Center Software

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CUSTOMER FOCUS:inContact is able to deliver enterprise-class contact center productivity to any size

business especially those with a distributed workforce either at-home or multi-site.

inContact also provides profitable solutions for those in the outsourcing, healthcare,

financial, retail/direct sales, public sector and insurance industries.

SELECT CUSTOMERS:

Extra Space Storage, KellyConnect, Silverpop, support.com, Peidmont Natural Gas,

Bosley, Humana, instawares.com, Fujitsu, Mrs. Fields, ICON Health & Fitness, 2-1-1San Diego, Graco, Saks Fifth Avenue and Sitel


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About inContactinContact Call Center Products

inContact Platform

inContact ACD inContact IVR

inContact CTI

inContact Network Connectivity

inContact Predictive Dialer

inContact Blended Dialer

inContact ECHO Customer Survey

inContact Quality Management

inContact Workforce Management

inContact Screen Recording

inContact eLearning

inContact Content Authoring

inContact Hiring

inContact Reports 2.0

inContact Salesforce Adapter

inContact Call Center Key Strengths

The inContact hosted call center software provides the following key features:

No need to buy, maintain or upgrade hardware

No large upfront costs

No annual maintenance or upgrade costs

Automatic updates

Multiple sites can operate as one, reducing IT costs

At-home friendly

Billed only for what you use each month

Reduces attrition

In-house telecom reduces connectivity costsLeverage your ability to succeed while remaining low risk

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About inContactinContact Call Center Highlights

inContact Makes Operating a Profitable Call Center Easy

Enable higher and faster profitability with no upfront capital expense and a quick ROIGet the tools you need to remove barriers and provide exceptional customer service

Do business the way that works for you: at-home, globally, or multi-site

Automate mundane service processes so you can focus on more profitable business

activities

Reduce your IT costs and eliminate technical hassles, so you can quickly be up and

running

Seamlessly integrate with multiple in-house and commercial technologies, including

CRM systems

Backed by Research, inContact is the Most Reliable Contact Solution on the Market

According to Ventana Research, inContact has the highest product reliability in the

business

99.99% availability SLA

Successfully process over 0 million calls a MONTH

Geographically redundant

No One Does as Much Secure Business as inContact Does

Their dedicated Trust Office staff ensures the highest standards for security,availability and reliability

7x2x6 Network Operations Center

SAS70 audited data centers

PCI Compliant

Safe Harbor Certified

Change control policies, regular and timely patch management, disaster recovery

planning and security training

Geographically redundant databases using real time replication, encryption, HTTPS

and SFTP

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About inContactWhether inContact Helps You Make Money or Save Money, It All Adds Up to Higher

Profitability

Their various hosted call center software solutions enable you to reduce the cost and

increase the profitability of every customer interaction

With their solutions and the expertise of their Professional Services team, they can

help you create a brand-building and differentiated customer experience that will

enable you to grow

Require no upfront hardware costs

Your technology is updated automatically without cost to you

On-demand scalability means you can scale up and down as needed and will never

have to pay for unnecessary staff

Their pay as you go billing model means you only pay for what you use

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www.salesforce.com | [email protected] | 1-00-667-69

HEADQUARTERS:

San Francisco, CA

TRIAL:

Free Trial Available

OWNERSHIP:

Public (NYSE: CRM)

FOUNDED:

1999


Salesforce Service & Suppor*

CUSTOMER FOCUS:Companies of all sizes use Salesforce.com.

SELECT CUSTOMERS:

Nokia, AOL, Dow Jones Newswires, United Way, Phoenix Technologies


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About Salesforce.comSalesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who

pioneered the concept of delivering enterprise applications via a simple Web site.

Since its founding, Salesforce.com has achieved remarkable recognition with customers,

partners, investors and the media. The company attributes their success to products

that are easy to learn and use, can be up and running in weeks or days, fast ROI, and

customer dedication.

Salesforce.coms provides an array of CRM and business application services, which

enable customers and subscribers to systematically record, store, and act upon business

data; and to help businesses manage customer accounts, track sales leads, evaluate

marketing campaigns, and provide postsales services.

The companys CRM services principally focus on sales force automation, marketing

automation, and customer service and support automation. Salesforce.coms sales force

automation services enable salespeople to be productive by automating manual and

repetitive tasks; provide organized data about their current and prospective customers;

and help companies to establish a system and a process for recording, tracking, and

sharing information.

Salesforce.coms marketing automation services enable companies to manage marketing

campaigns. And customer service and support automation services such as Salesforce

Call Center allow companies to interact with their existing customers in various areas.

These software services are available through enterprise edition, professional edition,

and team editions.

Salesforce.com is headquartered in San Francisco, California. More than 01,000

subscribers at 2,00 companies worldwide depend on Salesforce to manage their

customer relationships. The companys software is used by companies of all sizes, in all

industries, around the globe

Salesforce.com Key Strengths

With its simple yet powerful application, Salesforce Call Center provides your call*


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About Salesforce.comcenter agents the tools necessary to be effective and successful.

Comprehensive customer information tools and easy access to other useful customer

information provides agents with complete customer visibility, providing a centralizedand comprehensive source of customer information to keep all your departments on

the same page.

Analytics and reporting tools to track service performance as well as other critical

metrics, enabling customized reports and allowing your company to accurately gauge

company performance.

Salesforce.com Technology

Salesforce Call Centers Software-as-a-Service customer service application is

designed to help contact center agents work more efficiently. Computer-telephony

integration capabilities within Salesforce Call Center help companies leverage existing

infrastructure and integrate it seamlessly within contact centers to improve call handling,

response times and agent performance.

Salesforce.com Call Center Features

Agent Console Comprehensive customer information which is easily accessed right

off the agents main computer screen enabling quick case resolution.

Reports and Dashboards Complete oversight over all service metrics withcomprehensive reporting and dashboard tools

Case Management Customer issue documentation feature which allows easy and

complete recording

Case Collaboration Easily work with other agents within the company on complex

cases.

Ideas Management Manage new ideas to help improve performance. Centralized

database allowing agents to provide helpful tips to other agents.

CTI Easy integration with over 70 different CTI systems.

Knowledge Base Centralized knowledgebase to allow easy access to information to

quickly resolve issues.

Call Scripting Provide agents with a template to follow ensuring what is necessary is

said and improving call efficiency.

Email Management Track and store all emails with email management tools. Improve

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About Salesforce.comefficiency with easily customizable Email templates.

Entitlement Management Ensure customers are receiving the support they need.

Ensure that all customers are taken care of and nothing slips through.Workflow & Escalation Workflow automation tools to improve efficiency and

productivity allowing agents to provide better and faster service to improve customer

service.


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www.contactual.com | [email protected] | 1-77-72-2621

HEADQUARTERS:

Redwood City, CA

TRIAL

Demo available online

OWNERSHIP:

Private

FOUNDED:

2000, California


Contactual OnDemand

Contact Center

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CUSTOMER FOCUS:Contactuals Call Center solution suite is aimed at small & mid-sized contact centers

in enterprises of all sizes. The solutions help customer service, help desk, technical

support and telesales environments overcome challenges that impact their ability to

effectively service their customers.

Key verticals include High Tech, Outsourcing/BPO, Retail, Financial Services,

Insurance, Health Care, Pharmaceutical, and Travel/Hospitality.

Contactual also targets divisions and departmental applications within large, distributed

enterprises; underserved communities with little to no access to corporate IT resources.Examples include facilities help desks, employee services/HR help desks, travel desks,

investor relations desk and small product divisions.

SELECT CUSTOMERS:

NetSuite, Hewitt, GE, Jamba Juice, Olympus, HomeAway, TakeCare Health Systems,

iPass, Cash Edge, Boston Market, FansEdge, Teachscape, and Skin MedicaCycle


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About ContactualSince 2000, Contactual has provided a better alternative to traditional call center

technologies. Its patented OnDemand Contact Center is the fastest and easiest

way to deploy a world class call center. Contactual delivers rapid time to value andsignificantly reduces costs by eliminating the need for premises-based infrastructure

and the associated integration hassles and hidden maintenance costs. This enables

organizations to operate virtual contact centers with agents working from seamlessly

from multiple sites or even their homes. Delivered via Software-as-a-Service (SaaS),

agents need only a web browser, an internet connection, and a phone to effectively

manage all customer interactions.

Contactual won Customer Interaction Solutions magazines 2010 Product of the Year

Award. Contactual was also a Best Communication Solution CODiE Awards finalist and

earned the Frost & Sullivan Global Excellence in Technology Award.

Contactual Call Center Key Strengths

Contactual OnDemand Contact Center is a complete solution for service, sales and

support that enables organizations to manage customer interactions over multiple

channels phone, email and chat. With the OnDemand Contact Centers flexible

and comprehensive features, companies can cost-effectively improve the quality and

efficiency of every customer touch point, thereby increasing customer lifetime value.

Contactual eliminates the headache of managing point solutions for phone, email,

chat, and voicemail. The solution reduces average call time and makes agents more

productive via screen-pop and skills-based routing. It also increases case resolution

rates thanks to quick access to FAQs as well as a full history of the support request

via CRM integration.

Award-winning application designed to be set up and administered by call center

administrators, not IT. Superior agent interface design driven by thoughtful approach

to human factors and agent work environment. Very rapid start-up and provisioning of

IVR, skill based routing scripts and agent profiles. System up and running in days notweeks or months. Agents and supervisors proficient with the application within hours

of first use.

Widest range of integration options, including pre-built, one-click integrations with

popular CRM applications, an optional built-in Case and Contact Management Tool

(CRM-light), and a published API suite.

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About ContactualContactual Technology

Delivered 100% in the Software-as-a-Service (SaaS) model, the Contactual solution

allows organizations to deploy a state-of-the-art contact center within days whileavoiding large upfront capital investments or technology maintenance costs.

Call Center Key Features

ACD

IVR

CTI

Skill-Based and Skill Level Routing

Multimedia Interaction Management

Desktop Sharing

FAQ Knowledgebase

Contact and Case Management

Real-time Monitoring

Call Recording and Logging

Comprehensive Reporting Tools

CRM Integration

Contactual offers complete call center software solutions and is ideally suited for: Customer Service

Internal Help Desks

Telesales Teams

Technical Support

Business Continuity programs

Virtual/Home Agents environments


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http://crm.dynamics.com | 1--77-799

HEADQUARTERS:

Redmond, WA

BUSINESS MODEL:

On-Premise and Hosted

OWNERSHIP:

Public (NASDAQ: MSFT)

FOUNDED:

WA, 197


Microsoft Dynamics CRM

Contact Center

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CUSTOMER FOCUS:

Enterprise, Mid-Size and Small Businesses

SELECT CUSTOMERS:Barclays, Hard Rock Cafe, Pfizer Australia, United States Air Force

PRICE:

The full-suite Professional Edition is priced between $622 and $0 per userand $1,2 and $1,761 per server. Full-suite Small Business Edition, which is arequirement for the Small Business Edition, is priced between $0 and $99 per user

and between $2 and $99 per server.


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About Microsoft DynamicsMicrosoft Dynamics for customer relationship management empowers employees

to boost sales, satisfaction, and service with automated CRM thats easy to use,

customize, and maintain. Microsoft Dynamics business software offers a wide spectrumof feature-rich, affordable CRM solutions to help companies meet their specific needs.

Whether a company is a small, growing business or a large organization with a

high number of customers and large sales and marketing team, it can use Microsoft

Dynamics to help manage relationships even better. The Microsoft Dynamics CRM

suite of products provides solutions around Sales Force Automation, Customer Service

and Marketing.

Sales Force Automation - Clients can get their sales force quickly up to speed with the

advanced but easy-to-use features of Microsoft Dynamics CRM. Customers can take

advantage of a highly intuitive interface and embedded Microsoft Office capabilities

to boost sales productivity, streamline sales cycles, automate lead management, and

gain insights to drive more sales. The Sales Force Automation solution supports the

following functions: Planning, Leads, Opportunities, Accounts, Productivity, Pipeline,

Workflows, Mobility, Analytics.

Customer Service - With Microsoft Dynamics CRM customer service solutions, clientscan transform customer service into a strategic asset. With a 60-degree view of the

customer, agents can resolve issues quickly and reduce handling times with advanced

customer service software. By automated processes, clients can also reduce costs

and help to ensure consistent customer service is delivered across all touchpoints.

The Customer Service solution supports the following functions: Accounts, Cases,

Contracts, Knowledge Base, Scheduling, Workflows, Mobility, Analytics.

Marketing - With marketing management and automation software from Microsoft

Dynamics CRM, helps customers to market more effectively, improve productivity, and

gain actionable insight into marketing campaigns. The Marketing solution supports

the following functions: Data, Segmentation, Planning, Execution, Events, Response,

Internet Marketing, Productivity, Workflows, Mobility, Analytics.

The CRM solutions and capabilities within Microsoft Dynamics connect closely to other


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Microsoft technologies that companies may already use. This brings together data,

helping sales people to answer customer questions without making the customer wait.

When employees use the CRM functionalities of Microsoft Dynamics, they work within

a familiar Microsoft software environment. This helps reduce the distraction of having to

learn and work with disparate software tools.

Microsoft Dynamics solutions are typically implemented by a Microsoft partner with

the right industry and technical expertise. Microsoft Dynamics CRM and its global

community of partners offer flexible, easy-to-use CRM solutions designed for many

industries including Financial Services, Manufacturing, Professional Services,

Healthcare Providers, Health and Social Services, Retail, Hospitality and Entertainment,

Education and the Government sector.

About Microsoft Dynamics


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www.convergys.com | 1-00--000

HEADQUARTERS:

Cincinnati, OH

TRIAL:

No.

OWNERSHIP:

Public: CVG

FOUNDED:

199


Convergys Intervoice Suite

Convergys Intelligent

Automation

Convergys Dynamic Decision

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CUSTOMER FOCUS:

Convergys delivers call and contact center solutions to mid-size and large enterprises in

the following industries: Communications, Financial Services, Government, Healthcare,

Retail, Technology, Travel & Transportation, Utilities/Energy.

SELECT CUSTOMERS:

T-Mobile, Cisco, EyeMed Vision Care, Honeywell International, Telkomsel, SingTel

Optus, Advanced Info Services PLC.


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About ConvergysConvergys enables companies to establish and support a relationship management

strategy. Consumers want a better experience with less demand on their time;

companies need to find new ways of growing revenue and reducing their costs.Convergys has the knowledge and capabilities to take this from concept to practice and

to bridge the Consumer and Company imperatives.

By applying the right combination of talent, technology and insights to your business

problems, Convergys can enable you to drive greater value from customer interactions

across multiple channels, geographies and generations. The underlying strengths that

Convergys has to support relationship management practice is a portfolio of services,

technology and operations that work in tandem to support self-service, agent assisted

and proactive customer interactions.

Convergys combines the power of intelligent contact center technologies, a global

operating model, and a superior understanding of the consumer based upon analytics

and rigorous program optimization tactics that results in a better experience for your

customers and strategic advantage for clients. Their operational know-how and years of

expertise that allows us to consult with clients to create a customized solution to meet

your needs.

Convergys Key Features

Unlike other solutions that use intelligence to simply route the customer to the

appropriate agent, the intelligence within the Convergys Intelligent Self-Service Solution

follows the customer through their entire interaction experience from the time they

initially make contact to the time their issue is resolved.

Call Center Software Products:

Consistent, personalized customer service

Routing based on customer data

Increased automation and reduced operating costs

Centralized management and monitoring of multiple sites

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About ConvergysIntelligent Automation Products:

Centralizes and simplifies business policy managementDrives consistent customer experiences across all channelsDelivers real-time services, sales and retention actions

Leverages existing IT investments

Convergys Technology

Convergys uses World Wide Web Consortium (WC) and Internet Engineering Task

Force (IETF) standards more thoroughly than any other voice portal vendor. These

standards include VoiceXML, CCXML, Web Services and SCXML, which facilitates

asynchronous and parallel handling of customer interactions. Our extensive support for

standards simplifi es integration with other customer service solutions, existing businesslogic, back-end applications and data repositories.

Convergys also provides the worlds fi rst commercial development tool and contact

center runtime built on a SCXML engine specifi ed in the WCs VoiceXML .0 drafts.

Convergys Software Highlights

The Dynamic Decisioning and Customer Intelligence Solution enable you to add more

personalization to each customer contact, as well as empowering your CSRs with real-

time decision-making tools.

Convergys knowledgeable consultants work closely with your organization, applying

unique customer data management processes to design a program utilizing real-time,

rules-based software engine.

Convergys clients have incorporated these data management processes and

personalized the customer experience to:

Reduce call handle times by up to 20%Increase call containment rates by up to 20%

Improve loyalty and retention

Accelerate self-service adoption rates

Lower costs

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www.telax.com | 1--0-TELAX

HEADQUARTERS:

Toronto, ON, Canada

TRIAL:

Monthly Contract Available

OWNERSHIP:

Private

FOUNDED:

1999


Telax Hosted Call Center*

CUSTOMER FOCUS:

Government agencies, enterprise, and SMEs in the following industries: Financial

Services, Health Care, Education, Retail, Telecom, Business Process Outsourcers,

Hospitality and Travel, Energy and Utilities.

SELECT CUSTOMERS:

Northrop Grumman, Johnson and Johnson, Health Canada, Industry Canada, General

Services Administration (GSA), State of Nevada, Dallas Independent School District,

Calgary Board of Education, Hydro Quebec, XOJET, JetSuite, CI Financial, , Burberry


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About TelaxTelax has been offering voice solutions since 1999 initially hosted IVR and custom IVR

implementations. Early clients included Royal Bank of Canada, United States Consulate

in Toronto, AT&T and others.

Telax Hosted Call Center began development in early 2000 as an advanced call center

solution with more functionality than traditional hardware, at one tenth of the cost. Telax

leverages the software as a service model to deliver clients with a customizable and

easy to use call center solution that includes ACD, IVR, WFM, CTI, reports, recordings,

remote agents, disaster recovery and much more.

The first client in 2002 was Lennox Canada, first federal government contract was with

Industry Canada in 200, both still active today, making Telax one of the earliest hosted

contact center providers in North America. Since then, Telax has added more technical

staff in application development, client support, and network/carrier divisions.

Currently, Telax is the largest dedicated provider of hosted call center solutions in

Canada. This contact center platform, featuring ACD, Dialer, IVR, WFM, etc, with third

party application integration represents the only business line for Telax.

As the developers of the solution, Telax is not dependant on any other organization forthe feature set or the capabilities offered in the solution. Thus, Telax is able to add new

features and functionality to quickly meet new demands of clients.

Telax Hosted Call Centers success is driven by the ability to:

Offer a complete feature set in a single platform

Provide responsive, accountable support 2x7x6

Deliver a firm-fixed price for contact center budgets

Reduce complexity of call center operations for clients

Simplify the agent experience with an easy to learn, ergonomic interface

Integrate with other applications for value-added solutions

Build in redundancy and execute business continuity plans

Connect all contact centers and remote agents, independent of geography

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About TelaxTelax Hosted Call Center Key Features

Telax Hosted Call Center empowers clients to achieve their service goals while reducing

costs with the following core technologies:Universal ACD with voice, chat, email, callback, fax and more

Customizable IVR with integration and self-service

Screen pop and other CTI functionality

Native Workforce Management

100% Recording and screen capture

Outbound dialer and automated notification

Advanced reporting, dashboard and time-tracking capabilities

Additional capabilities include:

Build and grow call centers without capital. Telax clients pay for services from their

monthly operations budget.

Drastically reduce total cost of ownership. With Telax, companies leverage their

existing equipment. Full support and a technology refresh are included in every

subscription.

Eliminate the headache of call center infrastructure. Let the experts at Telax deploy

and manage your call center solution.

Prepare business continuity plans. Telax cutting-edge disaster recovery capabilitiessave revenue, mitigate exposure and allow you to enjoy business as usual during a

crisis.

Drive cost savings while attracting and retaining better agents. Make telecommuting

and virtual call centers efficient and cost-effective with Telax remote agent

capabilities.

Learn by mining data and evaluating calls. Telax customers access call reports, agent

stats and recordings of ALL inbound and outbound calls - from anywhere.

Improve staff productivity. The Telax Hosted Call Center interface is extremely easy to

learn and use, making agents, supervisors and even administrators more efficient.

Evolve call centers seamlessly. Telax offers incredible options for customization and

flexibility, allowing companies to adapt quickly to changes in your business.

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About TelaxTelax Technology

Delivered in the Software as a Service model, Telax clients are up and running quickly

and easily. With a simple to use solution and Telax providing best-practices new clientsachieve increased efficiency and productivity immediately.

Clients benefit from leveraging existing equipment and the ability to receive calls over

any network, enabling maximum flexibility, with agents taking calls, answering chats and

emails from any location on any phone.

Telax Hosted Call Center Highlights

To ensure their customers receive very best, Telax makes a pledge to each one:

A RESPONSIVE, EXPERT TEAM. Telax pledges to exceed your expectations at every

interaction. A dedicated support team of experts with specific knowledge about your

configuration will be accountable to you 2 hours a day, 7 days a week, 6 days a year.

Their singular purpose is to provide the expertise you need, when you need it. Telax

understands that a responsive, knowledgeable team is paramount to success - before,

during and after deployment.

A SIMPLE SOLUTION. Telax pledges that simplicity will remain the guiding star ofongoing development. According to clients, being easy to use, easy to manage and easy

to budget for are among Telax Hosted Call Centers top features. Agents can be trained

in twenty minutes and administrators in under an hour. Reduced hiring and training costs,

fast user acceptance and flat-out getting more from the solution, are a few of the many

benefits of the simplicity principle.

A PRICING STRUCTURE WITH CERTAINTY. Telax pledges that your subscription fee

will remain the same every month. You and your budget deserve the peace of mind that

a flat-rate plan provides. Its easy to plan and stay within budget with no additional long

distance costs, no usage fees, no fees for standard changes, etc. With Telax, there are

simply NO add-on charges for the daily operation of your call center and they promise to

keep it that way.


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About TelaxA CUSTOMIZABLE TECHNOLOGY. Telax pleadges to deliver a solution that is the

perfect fit for your needs. Their clients know every business is unique and cookie-cutter

solutions fall short of their requirements. Working directly with your team, theyll configurea solution tailored to fit your needs.

Telax Hosted Call Center Pricing

Firm-Fixed Price A flat monthly rate, no additional per minute charges or long

distance fees

Concurrent seat pricing model share licenses amongst agents, only pay for those

logged in at the same time

Free supervisor and administrator licenses - unlimited access to manage and

configure your contact center

Free support call as often as you like, receive the support your require

Free upgrades never pay for an upgrade again

Free technology refresh receive new features regularly at no cost

No contract required well win your business every month

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www.liveops.com | 1-00-11-700

HEADQUARTERS:

Santa Clara, CA

TRIAL:

No.

OWNERSHIP:

Private

FOUNDED:

2002, California


LiveOps On-Demand Call

Center

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CUSTOMER FOCUS:LiveOps has over 200 customers, ranging from small businesses to Fortune 00

companies.

SELECT CUSTOMERS:

eBay, RONCO, MedTronic, Pizza Hut, NationsHealth, Murad, The Sylmark Group,

Tristar Products, Aegon, LifeLock, BeachBody.


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About LiveOpsLiveOps provides best-in-class on-demand call center technology, as well as virtual call

center services through a network of over 20,000 independent home agents, to hundreds

of companies in both direct response and enterprise markets. In the direct responsemarket, LiveOps has gained the undisputed reputation as the best performing virtual

call center, with 0% more revenue per campaign than traditional outsourcers. For the

enterprise market, LiveOps helps companies transform their traditional call center into a

more flexible, highly scalable, and cost-effective virtual call center model.

With strong roots in both entrepreneurship and engineering LiveOps offers a unique

blend of a vibrant online agent community and a technology platform. With this unique

mix, LiveOps is a very comprehensive and flexible call center solution.

LiveOps has created the largest marketplace for call center workers, uniting independent

agents with companies all over the world. LiveOps enables independent agents to work

on their terms in any location, and at any time. Independent agents have expressed their

satisfaction of working from home on a schedule they chose, while eliminating their daily

commute and saving money on rising gas prices.

In just five years LiveOps became the undisputed market leader for outsource call

centers in the Direct Response market. In the past three years the company hasaggressively expanded into the enterprise market with a marquee list of customers in

insurance, financial services and retail industries.

LiveOps Key Strengths

The LiveOps solution provides access to a pool of over 20,000 highly qualified agents

throughout North America, versus agents located within commuting distance of a brick

and mortar call center.

With LiveOps, customers can rapidly scale up call center infrastructure when they

need it and reduce it when they dont and have the flexibility to respond quickly to

business changes.

The LiveOps call center solution lets customers deploy a complete end-to-end call

center platform in weeks versus months and pay for agents and technology only when

they use them.

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About LiveOpsCompanies leveraging the LiveOps virtual agent model and high agent loyalty are

lowering their agent attrition rates by up to 90%.

LiveOps on-demand technology and independent home agent solutions, can bepurchased together or independently giving organizations greater flexibility, quality,

and scalability than traditional, on-premise call center technology.

LiveOps has some of the best technology experts in the world many of whom

are the early innovators of the most successful companies in Silicon Valley. Always

looking for ways to improve call center technology, LiveOps continues to develop

groundbreaking, gold standard solutions that enable thousands of individuals to work

together on a flexible, highly scaleable, on-demand platform.

The LiveOps management team includes forward-thinking executives from industry-

leading software as a service (SaaS), Contact Center, Business Intelligence, and

customer relationship management (CRM) companies such as eBay, Business

Objects, Netscape, Salesforce.com, Siebel, and Tellme.

As a registered Responsible Organization (RespOrg), LiveOps manages tens of

thousands of toll-free and local numbers on behalf of its clients and its virtual call

center platform handles over 1 million calls per month.

LiveOps Technology

The LiveOps on-demand call center platform and applications was designed from theground up to support every step in the virtual call center life cycle. As a result, call

centers can rapidly scale technology and agent capacity when call volumes peak, and

safely decrease capacity during off-peak hours. With the on-demand, pay-per-minute

model, customers never have to pay for idle infrastructure.

LiveOps Call Center Highlights

Improved Flexibility

All features and functions delivered through the LiveOps platform can easily be

revised to respond to the rapidly changing needs of the customers business. Using a

comprehensive set of open APIs, companies can integrate with and leverage existing

technology assets and achieve exceptional return on investment with minimal risk.

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About LiveOpsIncreased Scalability

The LiveOps On-Demand platform is built using the highly distributed Internet Protocol

(IP) architecture, with redundant systems designed for high availability and scalability.Techniques such as grid computing, reliable asynchronous messaging, and distributed

caching provide the foundational elements of the solution.

Enhanced Security

With comprehensive roles and permission management throughout the solution,

the LiveOps On-Demand platform has been designed to support the robust security

requirements of enterprise customers. LiveOps Secure Exchange solution enables the

capture, encryption, and storage of secure information in a locked vault.

Supporting the Entire Call Center Lifecycle

The LiveOps On-Demand Call Center Platform supports the entire call center lifecycle.

- VoIP/telephony management.

- Security and operations.

-A secure architecture with payment card industry level 1 compliance.

- Hardware and software redundancy across processes, servers, data centers, and

geographies with automatic recycling and load-balancing.

- Comprehensive failover with geographically redundant data centers managed via a2x7 network operations center.

- An open architecture with Web services-based APIs to integrate with existing

application and infrastructure investments.

- Integration with leading CRM and workforce management systems.

- Call routing APIs to integrate with leading premise-based call routing solutions.

Call Center Modules

Interactive Voice Response (IVR)

Inbound Call Routing

Outbound Dialer

Agent Management

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Quality Monitoring

Reporting and Analytics

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www.genesyslab.com | 1--GENESYS

HEADQUARTERS:

Daly City, CA

TRIAL:

No.

OWNERSHIP:

A wholly owned subsidiary

of Alcatel-Lucent SA

(NYSE: ALA)

FOUNDED:

1990, California


Genesys Contact Center

Software Suite

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CUSTOMER FOCUS:

The worlds industry leaders trust Genesys for their contact center performance

management solutions including 20 of the 2 worlds largest telecom companies, of

the worlds largest commercial banks, and of the 10 worlds largest airlines, including

the number one carrier.

SELECT CUSTOMERS:

British Telecom, Virgin Mobile, Houston 11, AEON Thailand, The Canadian Pacific

Railway, Riverside National Bank, Multienlace, T-Mobile, 1-00-FLOWERS.COM, Bank

of Oklahoma Corporation.


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About GenesysNow a wholly owned subsidiary of the French voice and data communications company,

Alcatel-Lucent SA, Genesys Telecommunications Laboratories was founded in October

1990 to prove that companies could provide better service to their customers by bringingtogether computers and telecommunications. That insight made Genesys a pioneer in

computer-telephony integration (CTI). It also established Genesys as one of the first

companies to understand that technology integration could solve a pervasive business

problem: poor customer service.

The companys first product was a client-server architecture that tied together all the

systems that had previously worked separately to offer customer service: the telephone

system, company data repositories, and applications.

Genesys delivers customer data to agent desktops the instant calls arrive, eliminating the

need for agents to search through separate data repositories for customer information.

The Genesys screen-pops of customer data saved agents time, reduced call durations,

increased agent productivity, and decreased overall call center costs. In addition,

customers received faster and better service.

Through the years, Genesys engineered an entire suite of sophisticated solutions that

give companies more insight into and control over their call center operations. In additionto computer-telephony integration and routing, Genesys provides call center managers a

comprehensive view of agent activities and real-time reports that reveal which agents or

agent groups are busy with incoming calls, how many agents are on revenue-generating

calls, customer hold times, and more. The Genesys platform also supports all major

switches, server hardware and operating systems for easy integration of existing and

new third-party applications - even across multi-site call center operations.

Today, Genesys continues to operate as an independent subsidiary, providing best-

in-class infrastructure-independent contact center solutions across any media for the

enterprise, e-business, and the service provider. Genesys has established an important

brand promise: software products that companies can trust to turn customer interactions

into richer customer relationships.


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About GenesysGenesys Key Strengths

Genesys is the worlds number one contact center software solution company. The

company provides a comprehensive and open product suite that allows organizationsto tie any customer interaction and their resources together to better manage their

contact center workforce, with reporting and analytic tools to help customers meet

their business goals.

The Genesys product suite of contact center software delivers exceptional contact

center and customer service capabilities. It runs the call center systems of today and

leads the way to the IP contact center of tomorrow.

Delivering a managed services call center solution as a flexible pay-as-you-go/on-

demand solution provided to enterprises by a managed service provider (MSP),

Genesys is the leading supplier of managed services call center software to MSPs.

With a managed service call center solution, businesses requiring a call center can

outsource the technology infrastructure while retaining control and security.

Genesys managed services call center solution allows enterprises to select only the

pieces they need, get leading-edge call center functionality quickly without capital

expense, and protect their investment over time.

Businesses and government organizations implement Genesys products with

clear goals in mind. They want to end customer frustration, improve contact center

efficiency, and even develop innovative practices that unite the contact center withback-office operations. These goals deliver clear benefits.

Genesys products improve customer service, reduce infrastructure and manpower

costs, and exploit new revenue opportunities. Over the past 1 years, Genesys has

helped thousands of organizations around the world improve their contact centers and

achieve their business goals.

Genesys Technology

Genesys software is based on open standards and can be quickly integrated with

leading CRM applications, ensuring effective application integration and better use of

customer information for personalized service.

To support the long-term growth of its growing and diverse customer line, Genesys

offers the most scalable contact center software in the industry, with the ability to route

nearly 1 million contacts and more than 0,000 emails per hour.

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About GenesysGenesys Call Center Highlights

Optimizes each interaction offering choice, convenience and a consistent service

experience.Delivers an open call center platform design that integrates with more leading

hardware and software systems than any other vendor.

The Genesys Customer Interaction Management Platform is at the core of the

contact center solution that routes and processes interactions across the customers

enterprise, connecting customers to the right resourcethe first time.

Full reporting and analytics capabilities keep an organization informed and responsive

to the changing needs of its business.

Genesys Call Center Modules

Voice

- Genesys Inbound Voice

- Genesys Outbound

- Genesys Proactive Contact

Multimedia

- Genesys EMail

- Genesys Web Media

Work Items

- Genesys Business Workflow

- Genesys Open Media

Resources

- Agent Desktops

- Genesys Agent Desktop

- Genesys Gplus Adapters for Microsoft

- Genesys Gplus Adapters for Oracle

- Genesys Gplus Adapters for SAP

- Genesys Supervisor Desktop

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Functional Experts - Genesys IP Remote Agent

Self-Service

- Genesys VoiceGenie Platform

- Genesys Voice Platform

- Virtual Hold for Genesys

- Genesys Customer Interaction Portal for Self-

Service

- Speech Recognition and Analytics Solutions

Information & Insights

- Proactive Business Management

- Reporting & Analytics

- Customer Data & Applications

- Workforce Management

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www.aspect.com | [email protected] | 1--12-772

HEADQUARTERS:

Chelmsford, MA

TRIAL:

No.

OWNERSHIP:

Private

FOUNDED:

200, Massachusetts


Aspect Unified IP Contact

Center

Aspect Signature

Aspect PerformanceEdge

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CUSTOMER FOCUS:Aspect Software delivers services to 1.2 million agents worldwide, with 12 million daily

interactions. The companys solutions are found in 6 percent of the Fortune 0 contact

centers, 1 percent of the Fortune 100 contact centers, and ,000 sites in 0 countries.

SELECT CUSTOMERS:

China Eastern, HealthNet, Alaska Airlines, AJC, Virgin Atlantic Airways, Atlanta Journal

Constitution, Affinity Group, Inc., International Cruise and Excursions, Inc., LCA-Vision, Inc.


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About Aspect SoftwareAspect Software, formed from the merger of Aspect Communications and Concerto

Software in September 200, focuses solely on the contact center industry. The

company provides call center software and equipment for customer service, collections,and sales and telemarketing for in-house and outsourced contact centers.

The companys leadership gives it unparalleled industry insight and Aspect builds

this insight into all of its contact center offerings. Aspects unified architecture radically

reduces complexity and paves the way for unified communications in the contact center

which customers, in turn, can extend throughout the enterprise. This approach can

transform customer-company interactions by streamlining and enhancing customer-

facing business processes.

Aspect Software provides internet protocol (IP) and traditional voice based products

and services for customer service, collections, and sales and telemarketing business

processes. The company provides call center software and equipment for handling

customer service requests, optimizing workforces, and offering customer self-service

functionality. Clients use its products daily to answer customer requests, log complaints,

monitor workflows, and route communications. Aspect Softwares systems integrate

e-mail, fax, phone, wireless, and Web functions into a common channel through which

customers can request and receive assistance.

As an industry leader, the company has also developed workforce management (WFM)

solution and the industrys first unified, multi-channel contact center solution.

Aspect Software has operations across the Americas, Europe, Africa, the Middle East

and Asia Pacific. It is headquartered in Westford, Massachusetts and employs about

2,000 people.

Aspect Software Key Strengths

Aspect Software delivers all-in-one, IT-ready solutions that reduce complexity, lower

costs and increase business agility by consolidating all contact center functionality into

standards-based software that is easy to deploy, manage and propagate throughout

the enterprise giving both business and IT optimal choice and control.

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About Aspect SoftwareThe companys leadership gives it unparalleled industry insight and Aspect

builds this insight into all its contact center offerings. Aspects unified architecture

radically reduces complexity and paves the way for unified communications in thecontact center which its customers, in turn, can extend throughout the enterprise.

This approach can transform customer-company interactions by streamlining and

enhancing customer-facing business processes.

Aspect software technology powers more than 1.2 million agents at over ,000

customer sites worldwide and these sites manage more than 12 million customer-

company interactions every day.

Aspect solutions perform in some of the most rigorous environments, providing up to

99.999 percent contact delivery reliability. The company is backed by more than 2,100

dedicated individuals focused solely on developing unified solutions for the contact

center.

The Aspect Software team brings a -year history of knowledge, skills, innovation

and experience in the contact center.

Aspect Software Technology

The companys unified contact center architecture brings together IP telephony,

customer interaction technologies and unified communications capabilities such as rich

presence, instant messaging, shared directories and calendars to enable organizationsimprove how customers, contact center agents and enterprise knowledge workers

interact and perform.

Aspect Software Call Center Highlights

Aspect Unified IP

An all-in one, IT-ready unified contact center solution that delivers the high reliability,

performance, flexibility, and scalability that todays contact centers require.

Virtualizes the organizations contact center by quickly deploying agents at home, in

branch or remote offices, and/or in a central location, based upon business need

Gives customers their choice of communication methods voice, email or chat.

Open communications architecture enables customer relationship management

(CRM) and back office applications.

Makes intraday adjustments with intuitive interfaces.

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About Aspect SoftwareApplies dynamic business rules across the enterprise, responding to changing market

conditions and consumer demands.

Quickly unlocks additional contact center features as customers need them to improvebusiness results.

Aspect Signature Line (Traditional contact center)

Provides a complete contact center product portfolio, using both session initiation

protocol (SIP)-based voice over IP (VoIP) and traditional voice to improve customer

service, collections, and sales and telemarketing business processes.

High-volume call-routing solutions support mission-critical business operations in

every major industry around the world and deliver a range of call-routing capabilities

that increase revenues and reduce costs.

Offers the industrys leading set of capabilities for maximizing outbound call campaign

performance while maintaining high levels of customer satisfaction. Aspects proven

dialing solutions enable companies to significantly increase agent productivity and

campaign performance and lower operational costs in a way that helps ensure high

quality interactions with their end-customers.

Aspects PerformanceEdge Suite

Combines the #1 workforce, performance and campaign management applicationswith next generation recording and quality management and integrated coaching and

eLearning - delivering true contact center performance optimization.

Optimizes each interaction offering choice, convenience and a consistent service

experience. Genesys delivers an open call center platform design that integrates with

more leading hardware and software systems than any other vendor.

Delivers an open call center platform design that integrates with more leading

hardware and software systems than any other vendor.

The Genesys Customer Interaction Management Platform is at the core of the

contact center solution that routes and processes interactions across the customers

enterprise, connecting customers to the right resourcethe first time.

Full reporting and analytics capabilities keep an organization informed and responsive

to the changing needs of its business.

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About Aspect SoftwareAspect Contact Center Modules

Session Initiation Protocol (SIP)-based voice over IP (VoIP)

Automatic Call Distribution (ACD)Predictive Dialing

Voice Portal

Internet Contact

Workflow Management

Multi-channel Recording

Quality Management

Recording and Quality Management

Performance Management

Campaign Management

Coaching and eLearning

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Top 10 Call Center

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Transcript of Top 10 Call Center