Friday, October 4, 2019

Contact Centers

Cloud-based Contact Center (CC) is getting very popular with a few major players in 2019. Almost each Contact Center can provide essential call center features, as well as Omni-channel routing, integrations, analytics, live reporting, workforce optimization.

Five9 has Predictive AI technology, with features such as intelligent call routing, dialer modes, CRM integration (Salesforce, Zendesk), analytics, workflow management, and an omni-channel solution.

Talkdesk provides call center features such as ACD, IVR, dialers, CRM integrations, real-time reporting & analytics, workforce management, and AI automation.

Genesys call center software is powered with modern features ACD, IVR, routing, workforce optimization, and omnichannel support.

NICE inContact’s CXone platform comes packed with features such as omni-channel routing, analytics, workforce optimization, integrations, automation, and AI, all built on an open cloud foundation.

Twilio platform is highly customizable with communication APIs for SMS, voice, video & authentication. Twilio Flex is the first fully-programmable contact center platform.

8x8 supports features such as omni-channel routing, IVR, integrations, analytics, supervisor management systems, and agent productivity knowledge. The ultimate plan comes with a full list of features, including a multichannel contact center, advanced analytics, and predictive dialer. 

RingCentral CC has features such as omni-channel routing, CRM integrations, reporting & analytics, and agent management software that allows businesses to build a powerful customer engagement platform. Its ultimate plan supports advanced IVR and ACD, as well as omni-channel capabilities that supporting things like chat, email, SMS, and social media.

Please note that RingCentral and 8x8 are also major cloud PBX players in the industry, besides Cisco and Microsoft calling.

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