Tuesday, 30 October 2012

65 Top and Popular Call Center Software Solution Companies

List of Top and Popular 65 Call Center Software Solution Companies

Here is the list of top and popular companies providing online customer call center softwares and services in the market. These companies provide great online call
center solutions in the market. Call center software solutions include:

1. Call Center Management Software
2. Call Center Monitoring Software
3. Call Center Dialing Software
4. Call Center Reporting Software
5. Call Center Application Software

List of top 65 call center companies:

1. Interactive Intelligence Customer Interaction Center, (CIC)

Interactive Intelligence to be a very good call center solution provider. Their Customer Interaction Center (CIC) is an all-in-one software-based application for the contact centre combining the PBX/ACD communications platform with a wide range of call centre applications.  All of the applications are available ‘out of the box’ and it is just a case of buying a licence to turn on the additional capability. The applications include quality monitoring & reporting, IVR, outbound dialing,  knowledge management, workforce management (WFM), screen recording, agent scoring and multi-site routing.

2. Genesys Intelligent Customer Front Door

Genesys call centre software is one of the most open call routing software packages that integrates with most of the call centre communications systems. The Intelligent Customer Front Door combines call routing with IVR functions to route callers through to the best agent to handle that call. The software can identify the caller based on CLI- or IVR-supplied information and uses business rules to decide on how to deal with the caller. Routing decisions are then made based on matching the most relevant and available resources, including self-service, automatic call back and connection to the best agent to deal with the call.

3. Aspect Unified IP contact centre software

Aspect Unified IP is a session initiation protocol (SIP)–based software product that unites automatic call distribution (ACD), predictive dialling, voice portal, internet contact, workflow management, multichannel recording and quality management applications in a single software platform.Their Unified IP software provides agents with access to real-time information on customer history/preferences highlights up-sell and cross-sell opportunities makes administration faster and ‘moves and changes’ simpler creates more integrated services makes it easier to connect remote agents, link multiple sites and connect to existing telephony resources

4. Rostrvm Dialler

Rostrvm call centre software can turn a phone system into a complete contact handling platform. It has a wide range of call handling facilities, including: inbound contact (ACD), outbound calling (predictive dialler), call and task blending, CTI and agent scripting. Rostrvm is best know for its dialler functionality. Rostrvm Solutions works closely with its customers– more than 80% of product development is derived from ideas suggested by users. They also hold the UK patent covering co-ordinated voice and data transfer in the call centre.

5. Avaya Customer Service Editions

Avaya Customer Services Editions is a contact centre solution which combines software and components from Avaya’s Contact Center portfolio. It includes intelligent routing, contact management, self-service applications and operational performance. The Standard Edition includes skills-based data-directed routing, remote agents, premier reporting, desktop integration, self service and outbound preview dialling. The Advanced Edition enables execution of more sophisticated routing and any-media customer service strategies. This edition includes all the capabilities of the Standard Edition plus an SIP-based contact centre, predictive routing and resource selection algorithms, customisable desktops with support for multi-media.

6. Storacall Perspective (Agent Evaluation Software)

Perspective is a real-time agent training and monitoring application. Perspective is a software package designed to help trainers and supervisors to improve call handling and customer service through Live support, monitoring and coaching of agents. The software allows managers to assist their agents, monitor progress and improve training whilst keeping total control of the applications and websites the agents can access. It allows you to broadcast your screen to groups or individuals, blank screens and lock keyboards to ensure you have your agents full attention during training sessions.

The software also allows call centre trainers to deliver targeted training to agents whilst they are situated at their desks and enables you to deliver training quickly, easily and efficiently whilst allowing agents to ask any questions discreetly.

7. Infinity Contact Manager

Infinity Contact Manager is a suite of contact centre software applications designed to increase agent productivity and improve contact centre performance. Infinity Contact Manager increases agent productivity through desktop scripting and structured CRM, predictive dialling, CTI &multi-media, and improves contact centre performance through quality assurance, agent timesheets and performance reporting.

What is impressive about Infinity Contact Manager is its scalability both in terms of number of agents and application capability. Contact centres are able to deploy a single application to meet a specific immediate issue, such as quality and compliance, or gain the benefits of a fully integrated suite. Infinity Contact Manager will also scale from the smallest to the largest contact centres. There are not many software solutions that you could recommend for the smaller contact centre – such as for a Housing Association. To deal with smaller contact centres they have also designed a “Contact Centre in a box“.

8. SmartPoint (real time information display)

SmartPoint dashboards work alongside existing CRM systems to deliver relevant and timely customer information from back-office systems directly to the contact centre agent’s desktop.
For example, if a sales person is on the phone to a customer and preparing a quotation in the sales system for a particular product, the software recognises this and immediately delivers additional contextual information. This might include prices recently quoted to the customer for this product, a data sheet, answers to any frequently asked questions and perhaps other products that complement this product.

9. ciboodle (Process software)

In many contact centres one of the biggest targets for operational improvement and savings is in the area of process driven software. ciboodle specialises in CRM-type process flow applications.

The software provides a unified view of all customer interaction history across touchpoints without the need to navigate multiple desktop applications. The software contains functions such as collecting all of a customer’s previous communications in one place for the operator to see, reminders to carry out previous promises to customers and live instant messaging facilities.

10. Leaddesk

All-in-one software for telemarketing, inside sales and outbound call centers. For teams with 1 to 10,000 users.

11. Teammax

TeamMax is an outbound telemarketing call center.  One of the most significant differences between TeamMax and other products is the way calls are dialled. We are steered away from predictive dialing which can lead to dropped calls, rather TeamMax uses enhanced demand dialing. Demand dialing is initiated by the agent with a single button click. While predictive dialing gives higher throughput, the difference is minimal. TeamMax recognise that cost is an important factor when you make a decision to purchase a call center that’s why you will find competing products at least ten times the price of our software.

12. inContact

inContact leads the cloud contact center market for one simple reason: inContact helps their customers transform the profitability of their contact centers with extraordinary success, unexpected ease and speed. inContact's cloud-based call center, call routing, self service and agent optimization solutions give you the competitive edge. Worry less about your technology and more what really drives your profit your customer.

13. Five9

Five9 is the global leader in hosted call center software for companies of all sizes, from business startups to multinational enterprises, in industries as diverse as customer support, telemarketing, financial services and outsourcing. Five9 pioneered the concept of VoIP-based virtual call center software-as-a-service - delivering world-class features with all the benefits of a hosted solution: fast setup, on-demand capacity, no capital outlay and low operating costs.

14. Promero

Contact Center Anywhere (CCA) from Oracle, the world's largest software provider offers its award winning virtual call center platform ACD, IVR, skills based routing, Predictive Dialer, blended inbound/outbound,100% call recording, email, chat whisper coaching, barge-in, skills base routing, remote, VOIP/SIP enabled and more than 250 call center reports. Promero, an Oracle Gold Partner since 2001 offers integrated complex IVR Scripts, Workforce Management and Customized Dashboards.

15. Scorebuddy

If you use spreadsheets or other basic tools to gather quality scores in your call centre you need scorebuddy. A simple Web Based quality management solution for scoring customer service calls, emails and web chat. Design and build your own scorecards, collect results and share, collaborate and review with staff. Export your quality scores to 3rd party Business Intelligence tools.

16. Noetica

Noetica's SYNTHESYS call center management software provides the most intuitive agent guidance technology on the market by combining SOA (Service Oriented Architecture) and BPM (Business Process Management) techniques delivered through a unique visual logic-mapping interface. With SYNTHESYS you can build your own Customer Interaction Management Solution and adapt your Agent User Interface quickly and easily to your existing infrastructure without any programming.

17. Genesis Communications

Genesis is a Web Hosted (SaaS) Predictive Dialing Call Center Solution Platform, you can select what modes you need, i.e. (Outbound, Inbound, Blended, and Preview). No operating software and no soft phone are downloaded on your computer, no local and long distance phone bills for outbound dialing. You have total control of the telemarketers from the Genesis Admin interface and your agents operate from their agent interface. 

18. BMC Remedyforce Service Desk

Remedyforce is everything you need in an IT help desk, without the hassle of hardware. With IT service management best practices built right in, Remedyforce automates your service desk processes. Build and manage your help desk with the experience of thousands of customers and without the pain of programming custom scripts.

19. Centcom

Centcom is a 100% web-enabled Predictive Dialing service that requires no additional hardware--all you need is a standard phone line and a computer with an internet connection. Within minutes of your activation, your call center will have access to all of the features of Predictive Dialing, like Agent Reporting, Campaign Statistics, and more. Call Center Development Services (CCDS) prides itself in offering state-of-the-art telemarketing management resources to call center agencies of all size.

20. CallFire Cloud Call Center

Put your outbound dialing into overdrive with CallFire's Cloud Call Center. Simply upload your contacts, and in minutes, CallFire's Power Dialer will connect your sales agents to live leads. CallFire can call up to 4 phone lines per agent and will leave answering machine messages. CallFire saves time by weeding out busy signals, bad phone numbers, and handling answering machines. Agents focus on speaking with live customers, leading to 20-30% increases in efficiency over manual dialing.

21. Column Case Management

Column Case Investigative eliminates manual processes, increases effectiveness, and reduces case handling errors to increase solvability and reduce costs. Safely and securely manage and share information, automate tasks and processes, and collaborate across departments. Column's Case Management solution helps organizations manage cases from their investigation and review through their adjudication. Features include: multi-tenancy, system integration, visualization tool, records management.

22. LiveVox

LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. 

23. Smart Queue

Smart Queue is a hosted on-demand solution for call centers. The customer only needs PCs and a broadband connection at its site. Agents can be located anywhere in the world and can be easily added. Smart Queue delivery platform is housed and managed in a secure environment in AVOXI's facilites. As a hosted solution, it requires no capital investment, less maintenance, and has a lower total cost of ownership than traditional call center PBXs.

Some other big fishes in call center software solution market are:

24. Mindshare: Post-interaction customer satisfaction surveys with built-in recovery
25. Clarabridge: Text analytics with MI
26. Envox: Speech-Based IVR
27. CodeBaby: Online digital characters
28. Merced: Performance management / MI
29. Nice: Integrated recording / analytic / performance management / workforce management
30. Cisco: Voice / network / management information /Analytics
31. Brandwave: Web watching
32. Socialtext: Wikis and knowledge sharing
33. Aim: Performance management / MI
34. Autonomy, Callminer, Nexidia and Aurix: Speech analytics
35. Opex Hosting, Cosmocom, Telephonetics VIP: Hosted call centre
36. Agent00 and IM Creative: Using management information to drive agent performance
37. Right Now, Kana, eGain, Intervoice: Customer self service
38. Verint: Integrated recording / analytic / performance management / workforce management
39. TPoint Solutions (Campaign Manager), Inisoft (Syntelate), Jacada: CRM solutions

40. QPC Séntrel LMS & Virtual Class 2.0 agent evaluation software
41. OpenSpan integration softwareAlivox software for language and accent identification
42. SpeechStorm Visual IVR
43. Nuance Voice Biometrics.
44. Accenture
45. Access Worldwide Communications Inc.
46. Aditya Birla Minacs
47. Aegis Peoplesupport
48. Affiliated Computer Services
49. APAC Customer Services
50. Convergys Corporation
51. Headstrong (company)
52. InfoCision Management Corporation
53. Inktel Direct
54. IQor
55. NCO Group
56. SalesRoads
57. Sitel
58. StarTek
59. Stream Global Services
60. Sykes Enterprises
61. Teleperformance
62. TeleTech
63. Telus
64. Transcom WorldWide
65. VADS (IT company)

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