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TOP 10 CONTACT CENTRE SOFTWARE AND TECHNOLOGY
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201,967
Filed under - Technology, CallMiner, Clarabridge, CustomerSure, Editor's Picks,
Genesys, injixo, Netcall, Noble Systems, Scorebuddy, Talkdesk, Top 10, Vonage
Here are the results of our latest Top 10 Contact Centre Technology Awards.
Thanks to the 863 contact centre professionals who voted for these awards. It
makes these the most impartial of all the contact centre technology awards.
1. CustomerSure
2. Netcall Liberty ContactCentre
3. Scorebuddy QA
4. Clarabridge Contact Center Solution
5. Talkdesk Enterprise Cloud CC
6. NVM Platform
7. CallMiner Eureka Coach
8. injixo WFM
9. Noble Enterprise CC Solution
10. The Genesys CX Platform
--------------------------------------------------------------------------------
THE TOP 10 CONTACT CENTRE TECHNOLOGY
OVERALL WINNER
1. CUSTOMERSURE
Product Name: CustomerSure
Brief overview of product: Obtaining and acting on customer feedback is one of
the most cost-effective investments an organisation can make when looking to
improve the customer experience and increase satisfaction and loyalty.
CustomerSure is an easy way to set up a working customer feedback process, by
obtaining opinions at important points in customer journeys.
The cloud platform makes it quick to set up simple surveys, connect to your
existing IT systems – so surveys are sent at appropriate times – and makes it
easy for you to instantly follow up on the feedback you receive, so customers
are not left disappointed.
Alongside this feedback loop, CustomerSure provide powerful reporting tools –
enabling you to report on your preferred satisfaction metric, whether that is
Net Promoter Score (NPS), Customer Satisfaction, Customer Effort or your own
in-house metric.
The platform then allows you to segment scores – by individuals or business
units – perform text analysis to spot trends and provides detailed response rate
reporting, so you know your surveys are making it through.
What are the Unique Selling Points of the product?
Software implementation is often harder than it needs to be or fails completely
because of poor vendor support.
CustomerSure aims to deliver the opposite – providing as much expert support as
is needed to ensure that customers see success when they choose us.
Making feedback work takes more than a software purchase – it takes systems and
training. CustomerSure’s consultants, all of whom have an industry background,
work our customers to help set up these systems. We also work with our customers
to identify the points in customer journeys where feedback should be collected,
to maximise improvements in the customer experience.
Also, CustomerSure’s technical team aim to surprise every person who requests
support by delivering a fast response that not only fixes their problem but
understands their business needs.
Approx. number of UK customers using the product: Approx 50, with team sizes
ranging from 10-300.
Typical customers: Spark Energy, Bristol Water, Utilitywise, Tastecard/Gourmet
Society, Parkdean Resorts, Royal Institute of British Architects, Portakabin
Typical price for a 100 agent solution: £999/mo
What our readers liked best:
“Absolute disposition of calls”
“Awesome product and customer service”
“Brilliant solution!”
“Clear and easy to use”
“Clear reports and dashboard view”
“Comprehensive and easy to use.”
“Ease of use and reliable; I can’t remember ever having a technical issue with
it.”
“Ease of website and always updating. Fast response to emails and calls.”
“Ease of use, fantastic support, reliability”
“Easy to implement and use and captures actionable insight crucial to making and
keeping customers happy – supplied with first class customer service”
“Easy to use and customisable”
“Easy to use and excellent support services”
“Easy to use, informative, clear dashboards, flexible, great personal support
for any technical enquiries”
“Engagement from the company upon setup, consistently efficient resolution
management, user friendly software and analytical potential.”
“Extremely user friendly”
“Functionality and ease of use”
“Gets fantastic customer feedback right onto our website”
“Great customer support on top of a high-quality feedback system I have been
using for years. Love it to bits and wouldn’t move elsewhere.”
“Helpful and friendly team. Very knowledgeable and always there to support you.”
“Immediate and accurate reporting”
“Instantly being able to get timely and real feedback from our customers and
react to it quickly. Great for customer retention and NPS”
“It gives clear, simple feedback and was very easy to integrate into our
processes and to show the results to the world via our website.”
“It is affordable, it is untouchable (i.e. we don’t get to filter bad reviews),
it has really trued us up to providing an excellent service”
“It is an easy tool to use and suits our purpose perfectly.”
“It’s simple, fast, and efficient”
“NPS Score”
“Outstanding ability to connect with our customers”
“Really supportive and helpful team. Great site and great product to use.”
“Simple and easy to use. Amazing support!”
“Simple to use – both for us and our clients Very reliable Very good reporting”
“Simple to use and interpret”
“Simple to use, and makes a difference to our business”
“Simplicity and end user experience, clear and visible results that help us to
drive service improvements.”
“Simplicity of operation.”
“Slack integration”
“So easy for us and our customers to use!”
“Stellar application that allows for much customization of desired feedback.
Support is excellent!”
“The dedication to developing, improving and maintaining a high-quality
product.”
“The ease of use.”
“The people and systems”
“The rich insights genuinely help organisations to think and act in a more
customer-centric way”
“The service is excellent. The communication and urgency to respond to customers
is stand out. I like the way the product is explained simply and how the product
is positioned in how it would work for your business in particular.”
“The follow up support was fast and learnt even more about various Customer
Metrics.”
“The website is very clear and easy to use, and the reporting tool is excellent.
Perfect for our needs”
“Very easy to use and the analytics are great”
“Very simple and the customer service has been outstanding so far”
“Very straightforward to use”
“We work well with the vendor, who is always willing to listen, understand our
request and then advise and work with us to resolution. This has allowed us to
automate and integrated their solution into our everyday activities. The insight
we gain from this, helps us drive strategy and improvement initiatives.”
How could the product be improved?
“Additional apps would be great”
“As it develops, add in the ability to feed into broader activities such as
customer journey mapping work and internal communications about a
customer-centric culture.”
“At par with the contemporaries now”
“Automatically tweet a 10/10 survey result”
“Better reporting features – charts, etc. Better facility to integrate this into
other systems too.”
“Can’t comment”
“Can’t think of anything”
“Create an app so it’s easy to check scores etc while on the run! Enable
download feature onto excel for a selected range of surveys – so we can have a
data sheet showing names, score, comments etc”
“Great as it is”
“Haven’t thought of anything yet.”
“I can’t think of one thing that would need improving.”
“I don’t know, it’s pretty good now!”
“I think it’s always improving, really like the system and will continue to
use…. if I do think of anything I will be in touch”
“I’d really love to see a live chat feature”
“It would be nice if you set a filter, then go into a comment that you don’t
have to reset that filter each time you go back to the list of comments.”
“It’s pretty easy so happy with the way it works”
“Link to Google Reviews!”
“More customisation”
“More visual representation of the email campaign results (other than CSV
output)”
“Not sure it can be!”
“Nothing just keep coming up with new ideas”
“Nothing springs to mind”
“Provide bespoke scoring matrix”
“Some navigation and settings could be clearer”
“The only potential improvement I would suggest is in the reporting, which is
aesthetic and a personal preference more than a hindrance.”
“The product is awesome and is transforming how we measure our customer
satisfaction and what areas we can improve our business. The support we have
received from the team at Customersure has been exemplary and allowed us to
capitalize on our implementation and deployment.”
“There is always room for improvement so keep innovating!”
“This platform has everything we could ever hope for.”
--------------------------------------------------------------------------------
2. NETCALL TELECOM LIMITED
Product Name: Liberty ContactCentre
Brief overview of product: There is a sense of urgency around transforming your
customer experience. Failed journeys cost productivity and customer loyalty. So
automating end-to-end processes is essential. Netcall Liberty ContactCentre
helps organisations streamline omnichannel customer interactions with a 360°
view of your customers all on one unified platform. Take your CX to the next
level. Use our Low-code to smartly manage multichannel processes, contacts,
content and data.
* Intelligently join-up your customer journey from first point of contact to
completed process. Boost performance with useful tech e.g. chat bots and
automated payments. Keep customers informed at every step, improve
satisfaction and reduce inbound contact.
* Free agents and mobile workers to work securely from anywhere or any device.
Give them a unified customer view on a single browser-based interface.
* Improve quality with the easy-to-use and flexible agent evaluation. Grow team
skills and competencies. Happier employees deliver better service.
* Extend the benefit of your social channels with secure customer-centric
conversational messaging and sms.
* Remove departmental silos. Integrate with legacy systems and fill the gaps in
your technology. Rapidly update process changes, and enjoy 100%
fit-for-purpose systems.
* Real-time data visibility means you can see the impact of continuous
improvements. See what’s happening as it happens on dashboards, wallboards
and reports.
* Bring customer experts and IT together to collaborate on CX as one team.
Your contact centre is the face of your organisation. Whatever your CX plans,
have a clear plan for success. Join up your front, back and remote offices. When
you need from the ground up with a collaborative, pragmatic, iterative approach,
confidently consider Liberty ContactCentre.
What are the Unique Selling Points of the product?
The Liberty ContactCentre solution is intuitive and easy to use for everyone.
The tech available in any deployment is designed for today, with inbuilt
flexibility. Successful CX now, and in the future.
* Agents work on a single interface which integrates with your legacy
solutions.
* Management see data in real-time. Make informed adjustments to changing
demand.
* Manage process hiccups with automated alerts. Then, quickly see the real
reason and make needed adjustments.
* Train the trainer and free ongoing on-line training improves productivity.
* It’s a practical, cost-effective and unified approach to transformation.
Manage security, governance and your GDPR compliance.
Approx. number of UK customers using the product: More than 150 UK contact
centres are using Netcall Liberty ContactCentre which we estimate equates to
over 15,000 total agents.
Typical customers: Over the last twenty years, Netcall has developed solutions
to meet the needs of contact centres and their customers. Netcall has built
significant experience and reputation within the public sector, working with
many NHS Trusts and local government organisations. In addition, we have
assisted some of the UK’s largest private companies to drive excellence in
customer experience and communications.
Typical price for a 100 agent solution:Our pricing is dependent on the offering
chosen
What our readers liked best:
“Clear information. Able to see at a glance what is needed for a large Team…”
“Does everything it is supposed to do with no hassles.”
“Does what it says on the tin”
“Ease of use and reporting. Plus, the audit trial on all calls”
“Ease of use backed up by very knowledgeable and quick to respond Service Desk.”
“Ease of use for everyone”
“Ease of use, functionality and continuous development of the system. Recent
changes to allow for Omni channel contact will transform the way we communicate
with our customers.”
“Easy to use and has enabled us to streamline our systems”
“Easy to use and reliable – our IT helpdesk love it”
“Easy to use and to train staff and supervisors”
“Easy to use and very powerful feature set.”
“Easy to use, good reporting tools, good platform for self-managed changes”
“Excellent customer service and support providing an innovative service”
“Excellent UI and works as intended”
“Flexibility and ease of use.”
“Flexibility to change options on site without having to contact the supplier”
“Flexible adaptive and works”
“Friendly, helpful approach”
“Full of features, which are integrated”
“Functionality”
“I like the autonomy I have as I am able to easily amend operational aspects
such as skillsets, agency status, activity codes etc. Running reports is easy,
and call monitoring is very good.”
“It has vastly improved how we do things in the contact centre, better managing
available staff resources, routing of calls to the right agents, advanced
reporting functions and the intuitive user interface that works consistently
across the platform.”
“It’s really easy to use and integrates very well into our systems. It’s also
allowed us to free up staff administration time when dealing with callers.”
“Modular approach, working on the same platform as non-contact centre
applications.”
“Excellent customer support”
“Positive user experience due to enhanced user interface and modular design.
Allows user to tailor their view to show exactly what they want and define
alerts and notifications if thresholds are breached. As the application is
modular it allows further applications to be added to improve functionality or
customer satisfaction.”
“Powerful software, reliable”
“Reliability – once running we have never had to provide support to this
product. Also, there are regular customer contacts to ensure all is well.”
“Simplicity and GUI”
“Simplicity of use & reliability”
“The ability to take different communication types and place them all into one
call queue”
“The CC is really intuitive and a dream for agents, supervisors and system
admins. No issues experienced with the system whatsoever!”
“The ease of use from installation to operation”
“The versatility of the product and quality of the associated support and
customer service”
“Totally customisable and very reliable”
“Very easy to use, no reliance on IT department to administer the solution. The
support provided is also fantastic.”
“Very reliable and easy to administer”
“Visibility across contact centre activity. “
How could the product be improved?
“A standalone demand capture facility rather than having to use activity codes”
“Ability to sub divide directory information via group”
“Additional work to separate channels for certain services.”
“Admin page could be played out better”
“Being able to automatically run, export and file specific reports periodically
would be good, selecting which columns I want in the spreadsheet too would be
very helpful.”
“Being able to take a web chat as well as being on a call”
“Better integration with other online messaging platforms such as WhatsApp,
Facebook Messenger, Twitter dms… But those features I understand are in
development.”
“Chat bot”
“Could be slightly less complicated for administrators”
“Database search engine could be improved”
“Further wall board options would be nice”
“Improve the flexibility of team and groups.”
“It continues to improve”
“It’s expensive, price reduction would be good”
“Longer range of data for previous years”
“More access to build bespoke reporting.”
“Nothing at this stage”
“Only a few minor admin tweaks here and there.”
“Quicker running but that could be down to other factors in our organisation”
“Simpler resilience”
“Some additional features adding in the future”
“The administrator panel could be improved to align it with the style of the
agent dashboards.”
“Throughout its use at the County Council, there have been minor improvements
that have been suggested back to Netcall. Some have been taken on board, some
remain on the wish list.”
--------------------------------------------------------------------------------
3. SCOREBUDDY
Product Name: Scorebuddy QA
Brief overview of product: Scorebuddy is a Cloud based staff Quality Assessment
(QA) tool used by contact centres to measure and improve overall staff
performance. Functionality ensures the handling of all forms of customer
interactions, ultimately leading to enhanced end-user customer experience.
What are the Unique Selling Points of the product?
Scorebuddy Introduction
Over the last year, since our last award from CCH we have been busily improving
our solution. Below is a list of new integrations, new features and dashboards,
demonstrating our commitment to improving our solution as well as to excellent
customer service.
Some of the features that set our product apart the competition include:
* Agent Engagement
* Multiple – Flexible Scorecard types (Standard, success, non-numeric)
* Root Cause Analysis
* Quality Analytics
* Multi-tenant environment
Scorebuddy New Releases And Features
We have implemented a number of integrations that allow our clients to
seamlessly work between Scorebuddy and these world class vendors including:
Integrations:
* Salesforce
* Zendesk
* Livezilla
New Features:
Intelligent Staff Uploader
Preview Scorecard Option
New Dashboards –
* Global Admin
* Group Admin
* Team Admin
New for Agent Insight Customers
* Supervisor Notifications
* Non-Numeric scorecards
* Success Scorecards
Security Enhancements
Analytics
* 5 New Reports
* Root Cause Analysis
* Enhancement to existing reports
Approx. number of UK customers using the product: More than 70 UK contact
centres with several thousand agents.
Typical customers: Some UK customer examples:
* Just Eat
* Financial Times
* Capital One
* Capita
* Boohoo
* Halfords
* WWF
* Great Ormond Street Hospital
Typical price for a 100 agent solution: £900 per month
What our readers liked best:
“Analytics & ease of use”
“Customisation is possible”
“Ease of use and analytics”
“Ease of use clear and consistent”
“Ease of use, little or no training and a tool for accurate and important
management metrics!”
“Easy follow up for QA reviews”
“Easy to build scorecards and good analytics”
“Easy user interface”
“Excellent UI; Easy to use and communicate to others”
“Good user-friendly interface”
“Helped eliminate Spreadsheets Better interaction with Agent Base Better
Calibration documentation Better feasibility to tracking reviews completed Easy
Reporting Agent Dashboard Awesome Support Staff”
“I LOVE how Scorebuddy can react immediately by providing feedback to the agent
via email. I also love that you can add kudo points because it allows us to
provide incentives to the agents.”
“Intuitive”
“It is good with insight reporting”
“It provides me with good clear information for my MI reports”
“It’s an all in one tool for quality, from scoring to feedback to reporting.
Also, how Scorebuddy listened to their client base and are always willing to
adapt and update the technology to suit the needs of their users.”
“Its flexibility and adaptability”
“Its name, design, font selection, spacing between lines, colours chosen, its
logo – Everything including coding.”
“Really useful when it comes to business and statistics”
“Scorecards and Integration options”
“Simplicity of use and ease of implementation. Represents very good VFM and just
fits brilliantly into our very complex and busy organization.”
“Simplicity to use”
“The analytics”
“The ease of reporting so I can see the results for my entire team at one
glance, download results for including in performance reporting and drill down
to individuals for their personal development.”
“The ease of the platform”
“The flexibility and ease of use.”
“The product is geared to agent skills development which directly impacts churn
rather than for ease of call centre management.”
“The scorebuddy product is user friendly and meets our requirements as a quality
scoring system. The reporting ability is superb and enables us to extract the
real information we require.”
“The simplicity and intuitiveness. We have been able to manage the product very
easily ourselves as well as get some really helpful insight from the reporting,
which makes it perfect for our use.”
“The software is very helpful, complete and I never had any issues. The support
team is awesome, and they always keep me updated with a value QA information.”
“User friendly and great support from the Scorebuddy team.”
“Very complete tool that we use to improve our service quality. I also very much
like the fact that our improvement suggestions are taken seriously and have been
implemented as well. “
How could the product be improved?
“Adding additional items to reporting”
“Analytics section can be time consuming to get to the report you need”
“Auto delete”
“Be easily integrated into various CRMs”
“Be made more bespoke for each user”
“By improving the UI”
“Continue to build out API connections to integrate with more varied systems
used in concert in all call centres for more automation and less manual work.”
“Gamification interface”
“Great as it is”
“Include the ability to customize reports When a question scores as “No”,
scorecard colour should default to a different colour not green. Success rate
scorecard agent dashboard has a fantastic visual, all other scorecards should
have the same visual. Find a happy medium between the success rate and standard
scorecards.”
“Invest in voice recording messages”
“Keep it up”
“More flexibility in some specific features”
“More friendly design”
“No additional cost for Analytics”
“Not known at present”
“Occasional bug”
“Play with percentage”
“Possibility to extract raw data to excel from the browser.”
“Some of the reporting that you get as part of the advanced reporting package
isn’t as intuitive to use as the rest of it (i.e. Creating new scorecards)”
“Sometimes it’s easy to miss when new feature are added.”
“The product has potential beyond its CC environment, and we’d like to
understand the opportunities with supplier in more depth, when we get the chance
to – just time on our part, not the supplier.”
“There’s nothing I can think of. I’ll leave that to their developers as they
seem to be doing a grand job so far.”
“We are very happy with the product and the client service we receive from Dick
and all his team is second to none.”
--------------------------------------------------------------------------------
4. CLARABRIDGE
Product Name: Clarabridge Contact Center Solution
Brief overview of product: The Clarabridge Contact Center is the only solution
that utilizes AI-powered voice-to-text approach to analysis and is powered by
the industry-recognized best-in-class text analytics engine to provide a 360
degree view of all customer feedback and deep insights to improve strategy,
processes, and systems.
What are the Unique Selling Points of the product?
True Omni-Channel: With 50+ pre-built data connectors including emerging
channels such as WhatsApp, the Clarabridge Contact Center solution enables
businesses to blend and analyze all of their call and digital conversation data
(emails, chats, messaging) with other sources such as surveys, social, forums,
ratings and reviews to get a true understanding of the holistic voice of their
customers.
Best-in-Class Text Analytics: Touted as the “brain of CX” by Forrester Research,
Clarabridge has the best-in-class text analytics engine that goes beyond basic
sentiment analysis to include customer effort, intent, and emotion. A patented
theme detection engine uses AI and machine learning to highlight emerging trends
and themes.
Unique Voice-to-Text Conversation Analytics: With its cutting-edge voice-to-text
conversation analytics, the Clarabridge Contact Center is best suited for
enterprise-wide and large scale speech analytics deployments. Designed to
provide higher precision rate, faster speed with more accuracy, the ability to
leverage the same taxonomy across multiple text-based sources, the solution
delivers on the promise of true speech analytics.
AI-Powered Agent Coaching Capabilities: Unlike traditional contact center
solutions, Clarabridge’s AI and Natural Language Processing (NLP) engine
automatically scans all the calls and intelligently prioritizes coaching
opportunities for supervisors and coaches without having to listen to calls.
Fortune 500 Customers Across Verticals: Purpose-built for customer experience
(CX), Clarabridge enables thousands of global brands manage their customer
feedback and interaction as a big data problem and empower them to transcend
from insights to action.
Approx. number of UK/other contact centres using the product: The solution is
currently used by a range of customers across industries and supports 50-70
contact centers across these customers.
Typical customers:
* Healthcare
* Banking and Financial Services
* Retail
* CPG/Appliances/Manufacturing
Typical price for a 100 agent solution: Custom pricing dependent on data sources
including channels and languages
What our readers liked best:
“Aggregates all of our VOC sources together into one consolidated platform.
Dashboarding capabilities have drastically improved over the years.”
“An amazing way to integrate all of our company’s data points. In just a few
short months we are already making changes and seeing results due to the new way
to view information.”
“Clarabridge enhances our auditing procedures to ensure quality and enforce
retraining. It is a great tool that we use during our daily tasks. It has
definitely made an impact on our company and it is highly recommended.”
“Clarabridge platform is very user friendly. There is no headache in setting up
the platform. You can start operating the platform in a days’ time. The insights
feature takes away any shortcomings you might have if your team doesn’t have a
data analyst. It is very easy to create custom dashboards and have them
published or mailed to the relevant stakeholders.”
“Clarabridge’s AI and Natural Language Processing (NLP) that enables businesses
to blend and analyse all of their call and digital conversation data with other
sources such as surveys, social, forums, ratings and reviews”
“Data Modelling & Sentiment Analysis Flexibility to develop a Presentation Layer
for a license holder.”
“Ease of use and reporting”
“Ease of use and flexibility.”
“Ease of use, look/feel of dashboards, partnership with support team”
“Easy to understand and use”
“Easy to use and great partners”
“Flexible, easy to use and accurate information”
“Good focus on analytics and still new enough that customer opinion matters when
determining roadmap.”
“Great customer service and collaboration and an extremely powerful tool”
“Hides the technical details and gives end users an easy interface to work with
the tool.”
“I am a consumer of Clarabridge products and what I like best about the product
is the excellence on service they proportionate.”
“Ideal tool because it makes it possible to treat multiple channels and also has
a very good team of service and support.”
“It gives us the ability to identify what customers are saying, how they feel
about a topic and use structured attributes for analysis. It’s a powerful tool
that’s helping us improve our business per customer feedback.”
“It works slow and gives us free time!”
“It’s easy of use along with its reporting functionality”
“It’s one of the best aggregation platforms I’ve seen. It brings multiple social
channels and e-mail addresses for multiple brands on to one screen for staff to
work from.”
“Modelling, sentiment classification”
“Personnel Support and Product Flexibility – can continually add various data
sources”
“Simple”
“The ability for many users to utilize and visualize NLP. The constant
improvements.”
“The ability to easily decipher complex data sets into customer insights and the
ability to disseminate that data in a packaged report suite”
“The ability to tune things to specific use cases and terminology that may be
proprietary to your platform.”
“The very large amount of available options and features but even more so the
responsiveness of our direct support contact.”
“They have an amazing support team.”
“Usability of platform and continuous improvement of product to aggregate and
analyze Voice of Customer feedback, specifically care center calls.”
“User friendly ability to address issues daily good support base.”
“Versatility. Using to target various subjects for insight based on customer’s
expressed needs for training and relevant marketing.”
How could the product be improved?
“Add voice line
“Automated conversations. Updating dashboards automatically when saved filters
changed.”
“Continue to evolve the quality assurance piece of the software”
“Continuous investment on product development to maintain up to date with
language rules changes and keep up with language complexity to improve precision
on text analytics.”
“Costing & Scalable solution”
“I cannot think of anything.”
“I’d like to see more options for API connections to incorporate data sources.”
“If only it can be slower…”
“Include voice to text conversion for a more seamless process and eliminating
the need for a separate vendor in the mix”
“Make categorization more automated.”
“None”
“Open up some of the restricted features to allow experienced dev teams to amend
the platform.”
“Pretty impressive now.”
“Price”
“Provide a ticketing system as an add-on for businesses that don’t have a CRM
and/or a ticketing system”
“The ability to easily do complex adhoc searches without administrative
licenses”
“The only one thing that seems to be missing is a Case Management tool for
interactions from customers that don’t come from social media/e-mails. That
would make a complete package for us and make life much easier.”
“The product is easy to use out of the box including the reporting, however it
can restrict advanced users. Allowing for more customization would be of real
benefit”
“The sentiment analysis still needs work as there are many mistakes when the
language is in French or Arabic.”
“They’re working on it, just further integration and streamlining.”
“Tool is working very slow, it must be improved.”
“Uncertain, as they’re always proactively improving the tool.”
“Unlimited char space for twitter users”
--------------------------------------------------------------------------------
5. TALKDESK
Product Name: Talkdesk Enterprise Cloud Contact Center
Brief overview of product: Talkdesk is an enterprise cloud contact center that
empowers companies to make customer experience their competitive advantage. It
combines enterprise performance with consumer simplicity, so our customers can
easily improve customer satisfaction and increase productivity.
What are the Unique Selling Points of the product?
The core tenets, and unique selling points of the Talkdesk approach are:
* Actively Intelligent: Talkdesk IQ infuses the power of artificial
intelligence into every element of Talkdesk to drive higher efficiency, cost
reduction and improved customer experience. Talkdesk IQ is AI so simple, all
you see is results.
* Powerfully Simple: Get started fast with an implementation that is done in
weeks not months. The consumer-app like interface is so intuitive agents and
reps can get started with little to no training. Administrators are empowered
to make ongoing improvements.
* Seamlessly Connected: Give your teams access to the information and tools
they need to better serve your customers.
* Talkdesk provides 50+ out of the box integrations with the most popular
business tools and open APIs that enable integration across every facet of
your ecosystem, so you can design an experience that naturally fits the
needs of your customers and your teams.
* AppConnect, the first enterprise contact center app ecosystem, offers
one-click integration that allows you to instantly extend your content
center solution with best-of-breed apps.
* Endlessly Adaptable: Instantly leverage new capabilities that Talkdesk
delivers in three updates per year. Front line administrators can make
changes quickly, for example to IVRs and routing flows, with clicks, not
code.
* Enterprise Class: Rely on Talkdesk to power your contact centers across the
globe. Talkdesk offers the scalability, reliability and security required by
large global organizations. The microservices API-driven architecture allows
you ultimate flexibility to serve your customers anywhere in the world, on
any device and through any channel.
* Leading global call quality, high availability, investment in the latest
security standards and scalability supported by nine global data centers.
* Talkdesk offers the industry’s first and only 100% uptime SLA
Talkdesk’s key distinguishing feature and unique selling point is Talkdesk iQ
which allows customer service leaders to immediately leverage the power of
artificial intelligence (AI). Infused throughout the Talkdesk Enterprise Cloud
Contact Center, Talkdesk iQ mines billions of interactions to reveal customer
insights and trends and drive predictive recommendations to optimize agent and
contact center efficiency. This platform innovation delivers visible results
leading to better customer/agent engagement, contact center operations and
decisions. Examples of IQ-infused capabilities include:
* IQ-powered Assistant automatically handles routine customer needs (cost
savings), understand when a live agent is needed and route to an agent along
with the relevant context (improved CX).
* IQ-powered Analytics clusters and reveals trending topics. It can also
identify underperforming agents and automatically recommend training topics
based on perceived knowledge gaps.
* IQ-powered Mobile provides automatic customer mood detection so agents are
empowered to appropriately and empathetically handle interactions.
* IQ-powered Self-Service displays estimated wait time and even presents
best-fit channel recommendations to streamline self-service.
* IQ-powered Studio offers routing optimization suggestions and predict the
effectiveness of the suggestions, such as reduced call transfers and call
duration.
Approx. number of UK customers using the product: 8,500 agents in EMEA. 50
contact centres and 2,500 agents in UK.
Typical customers: Talkdesk typical customers are companies who are passionate
about customer experience, but frustrated by the traditional on-premises and
first-generation cloud systems that are unable to keep pace with ever-evolving
business and customer expectations. That’s why enterprises are turning to
Talkdesk. With enterprise performance and consumer-like ease of use, Talkdesk
allows companies to make customer experience their competitive advantage.
Talkdesk customers leverage the quick and easy adaptation of the contact centre
operations, resulting in increased productivity, customer satisfaction and cost
saving.
Talkdesk customers include:
Acxiom, Avetta, Boostability, Cognosante, Discovery Education, Glintt, Hotel
Tonight, IBM, Mercado Libre, Peloton, The Scotts Company, Tuft & Needle, and
Zumiez. More customers and details available here
Typical price for a 100 agent solution:
Professional Edition: $65 per user per month
Enterprise Edition: $125 per user per month
What our readers liked best:
“Ease of administration”
“Ease of use and customer support”
“Easy contact center management for small to large companies.”
“Easy to use and calls are clear”
“Easy to use and intuitive!”
“Fast and efficient”
“It works well, integrates with Zendesk, and is super-easy to configure. We’re
saving $$$ from our old, managed PBX.”
“Quality and ease of use”
“Seamless integration with clear value proposition”
“Seeing information from caller before you pick up”
“Straight-forward product with ease of use for agents.”
“The ease of use.”
“The ease of user experience”
“The easiness of it”
“Their customer service is amazing”
“Very easy to use, works perfectly with our PSA and is fully integrated with
it!”
“Works consistently”
How could the product be improved?
“A dark version of the app would be nice.”
“Always becoming faster!”
“Better features with all providers (Italy)”
“Better options re. Call type”
“Better reporting options”
“Call quality”
“Can’t think of anything.”
“Haven’t found room for improvement as yet”
“It seems very stable, does not need improvement.”
“More countries to pick phone numbers from”
“More reporting options”
“Nothing really, it meets our needs”
“Perhaps to be able to connect via our mobiles??”
“Quicker product improvement roll outs”
“Release mobile app.”
“The error saying “fetching data” for a while and not being able to pick up”
“Try and reduce lags when calls are overloaded”
--------------------------------------------------------------------------------
6. NEWVOICEMEDIA
Product Name: NVM Platform
Brief overview of product: NewVoiceMedia, a Vonage Company, is a leading global
provider of cloud contact centre and inside sales technology that enables
businesses to create exceptional, emotive customer experiences to serve better
and sell more.
The only truly global platform that addresses requirements for both sales and
service teams, NVM Platform enables organisations to personalise every
conversation they have with their customers and prospects, irrespective of
channel, by connecting customer insight and agent performance on a single,
global communications platform.
With a true cloud environment and proven 99.999% platform availability, NVM
ensures complete flexibility, scalability and reliability.
NewVoiceMedia integrates seamlessly with Salesforce, the world’s fastest-growing
CRM software, and is the highest rated partner on the Salesforce AppExchange,
scoring a perfect 5 out of 5 rating from more than 400 users worldwide.
In late 2018, the company was positioned as a ‘Leader’ in Gartner’s Magic
Quadrant for Contact Centre as a Service, Western Europe, for the second
consecutive year.
In November 2018, NVM was acquired by Vonage, a business cloud communications
leader.
What are the Unique Selling Points of the product?
Deep Salesforce integration
NVM platform is a multi-award-winning true cloud solution with the strongest
Salesforce CTI integration on the market.
With this seamless integration at the very heart of NewVoiceMedia’s cloud
contact centre technology, businesses benefit from unrivaled access to their
rich customer data, from every channel. Dynamic call routing, intelligent IVR
and omni-channel capabilities mean customers reach the most appropriate advisor,
who can resolve issues first time, smooth tricky conversations and add insight
to everyday queries, creating personalised customer experiences that set you
apart.
Industry-leading global call routing architecture ensures the highest quality
customer experience across the world
NewVoiceMedia’s global call routing architecture has raised the bar on call
quality for organisations running contact centres in multiple geographies. Using
a single call plan in their NVM platform to control their global contact centre
assets, businesses can configure and manage their global call centre more
effectively through a single central touch point.
This allows better management of peak periods and agent shift changes in
individual regions as the intelligent overflow capability automatically routes
calls to centres with spare capacity, no matter what their location. Contact
centres will be able to deliver a superior customer experience, with better
visibility of agent productivity and centralised management reporting.
Turn the human voice into your greatest insight engine
NVM’s speech analytics solution, Conversation Analyzer, optimises its customers’
contact centre management and operations, enabling them to efficiently deliver a
more personal customer experience. By using NVM with Conversation Analyzer,
businesses benefit from a unified, pre-integrated platform that offers valuable
insights into the data captured during customer interactions.
The system uses speech-to-text to transcribe calls and then deliver intelligent
content categorisation for instant insight into common themes, as well as data
visualisation for quick analysis and understanding of the classification and the
successes and challenges in every conversation. When combined with interaction
data from CRM software, businesses can begin to refine how to boost their
successes and manage challenges more efficiently.
Workforce management solutions to optimise contact centre management and
customer experience
Businesses can integrate off-platform workforce management tools with NVM
Platform and take positive steps towards balancing the dilemma of needing to
minimise operational costs while maximising service levels.
By using contact centre statistics, WFM solutions improve the accuracy of the
business’s contact demand forecasts and create staffing schedules that ensure
agents with the right skills are available at the right time. Furthermore,
service levels are optimised as everyday use is simple and the upfront costs and
burden on IT resources associated with traditional technology are removed.
Approx. number of UK customers using the product: Over 300 businesses in the UK.
Typical customers: Canadian Cancer Society, DPD, Ebury, FCR Media, FlixBus,
JustGiving, Kingston University, Lumesse, Net-A-Porter Group, Paysafe, Siemens,
Shutterstock, Six Pack Shortcuts, Vax, Watch Shop, WorldRemit and Wowcher.
Typical price for a 100 agent solution: Price determined by
functionality/services required.
What our readers liked best:
“Accessibility”
“Call routing configuration is super-flexible and easy to use. Salesforce
integration is excellent.”
“Ease of use and customisation.”
“Ease of use and innovation”
“Ease of use and scalability”
“Flexibility and superior Salesforce integration”
“Helpful community help site is an additional bonus. Customers can share their
ideas and issues collaboratively and the help content is extensive. Gives a real
sense of community.”
“Integration to Salesforce”
“Salesforce integration”
“Solid setup, flexibility”
“Stability and ease of use”
“State of art tech and great client service. We are based in Amsterdam and these
guys have been outstanding”
“That it is a pure cloud service. Scalable. Support around the clock.”
“The conversation analyser is an amazing tool.”
“The flexibility of the platform and the relationship we have the team at NVM”
How could the product be improved?
“”Ring all” function for groups of users that work as a close team where anyone
can answer calls, and it’s very important that someone picks up quickly.”
“A lot of functionality is global, as if we have one type of user, which is not.
So put more effort in tailoring the solution to the individual.”
“Better dialer”
“Better integration to Skype for business on prem setups.”
“Better UI in dashboard”
“Full stack of HPBX features below their CC offering.”
“Integration salesforce”
“More granularity in reporting options”
“Need to see some progress in the area of AI”
“Predictive dialing capabilities, UI/UX, speed”
“Ring all!”
“Skill management”
“The reporting side is a little complicated and would also benefit from allowing
tailored reports.”
“They keep innovating and taking us forward. I have full trust in their team to
keep pushing forward”
--------------------------------------------------------------------------------
7. CALLMINER
Product Name: CallMiner Eureka Coach
Brief overview of product: Since CallMiner’s inception back in 2002 we have
always believed in the simple tenet that feedback is a gift and our entire
Eureka product line has been expressly engineered under that notion of creating
a user friendly, highly customisable platform that enables sharing actionable
insights from interaction analytics with all stakeholders within an
organisation.
CallMiner Eureka is a SaaS-based, customer engagement and speech analytics
platform that leverages AI and machine learning to capture, transcribe and
reveal insight from 100% of your customer interactions. The Eureka engagement
analytics platform transforms the Voice of Your Customers and Agents into
operational intelligence at scale with automated performance and sentiment
scoring, topic discovery and trend presentation. Automated scoring with
sentiment analysis, and sensitive data redaction, creates awareness at scale
with evidence to more effectively drive customer experience, contact centre
optimization, sales effectiveness and risk mitigation performance.
What are the Unique Selling Points of the product?
In 2012, CallMiner lead the way in the industry with the first version of a
genuine automated performance feedback portal for contact centre agents,
supervisors and coaches. Now, with its latest iteration to the CallMiner Eureka
platform, Eureka Coach continues CallMiner’s proud tradition of speech analytics
superiority in the marketplace continues.
Eureka Coach is CallMiner’s new integrated agent quality management solution for
building a culture of positive customer experience, improved compliance and
reduced risk. Coach is designed to provide objective detail from every
interaction, empowering managers and agents to focus on the importance of
coaching and self-improvement. The three principal aspects of this
bi-directional web-based performance feedback platform is:
* To improve coaching effectiveness
* Drive positive culture change
* Inspire and motivate higher achievement.
Coaching Effectiveness
By objectively scoring each interaction, and summarising all interactions and
scores, Eureka Coach enables coaches to target the key performance indicators
where additional support can help drive agent improvement.
1. MENTOR: Devote more time to coaching utilising scored insight to prioritize
what matters most
2. PERSONALISE: Coaching feedback tailored by interaction examples and alerts
to encourage an agent’s change in behaviour
3. SHARE: PCI-redacted audio and transcripts facilitates secure sharing with
confidence
Cultural Change
Role-based dashboards encourage a culture of optimisation and enables a shift to
an enthusiastic bidirectional performance engagement with agents and coaches.
1. DELEGATE: Deliver effective coaching insights with directed comments, audio
examples and accountability requirement
2. EMPOWER: Bi-directional communication promotes root-cause awareness and
coaching effectiveness
3. SELF-IMPROVE: Agent dashboards, providing personal & team comparative
performance measures, encourage self-improvement.
Motivated Achievement
Because there is greater acceptance by the agent community (and coaches) of the
trusted objectivity of the interaction scoring, Eureka Coach encourages agent
self-improvement and enhances quality outcomes to motivate performance
enhancement.
1. ENGAGE: More effectively engage agents and improve behaviours with trusted
insight, personalised examples and identified goals
2. MOTIVATE: Role-based agent dashboards providing gamified incentives for
agent improvements
3. TRUST: Objective analysis of every interaction supports uniquely trusted
coaching effectiveness
While Eureka Coach is the latest integrated iteration of our Performance
Feedback portal, it is based on the proven notion that consistent, unbiased
scoring and feedback provides the best way to ensure that agents and coaches are
on the same page. It provides the basis for constructive bidirectional
performance improving dialog.
Approx. number of UK customers using the product: Our customers are spread
across many contact centres in the UK, there are approximately 50 contact centre
locations benefitting from Eureka. Eureka Coach is currently being rolled out
and around 10 locations benefit from it.
Typical customers: CallMiner’s Interaction Analytics technology covers a broad
range of verticals and their applied use cases such as financial services,
consumer goods, utilities, healthcare, travel & tourism and many more.
Among UK customers using CallMiner Interaction Analytics Technology are the
following:
* Just Retirement
* Direct Line Group
* British Gas
* Phillips & Cohen
* Vanquis Bank
* Cabot Financial
* Protect Line
* Just Retirement
* Ombudsman Services
* Santander Consumer
* Vitality Health Insurance
Typical price for a 100 agent solution: SaaS Annual Subscription License for
CallMiner’s Eureka Coach (which is combined with the baseline CallMiner Eureka
Analyze platform) would be approximately £110,000 which would support 60,000
hours per year of call mining.
What our readers liked best:
“Accuracy and flexibility”
“Agent Self-Coaching Ability”
“CallMiner is a customer based easy to work system and a great sharing platform
to engage with similar-like career individuals that allow you to improve your
overall business in a quality and production-based environment.”
“Configurable, easy to navigate and constantly challenging the status quo”
“Ease of coaching to agents within the tool. Dashboards are user friendly and
easily understood when onboarding new agents.”
“Easy to setup and use”
“Easy to use and absolutely incredible support the few times I’ve needed it.”
“Great Customization and Configurability”
“I feel like CallMiner is a true thought leader in the speech analytics
industry. The capabilities are endless with this tool.”
“Simple to use and gives you all the information.”
“The community surrounding the product.”
“The ease of the application and the detail it provides.”
“The overall product design and the ease of using it. Once configured, it’s easy
for even agents to navigate and improve themselves. The Coach function is
amazing.”
“User Interface”
“Very responsive and dedicate professionals.”
How could the product be improved?
“Accuracy of transcription – very good compared to rivals, but the possibilities
with better accuracy are endless. Speed for calls to be processed”
“Additional functionality in Coach module”
“As tech grows looking at machine learning and predictive behaviour for
customers and agents. I.E. Based on the information we have and how that call
was handled / discussed it is most likely to generate another call from the
customer.”
“Better Reporting Options”
“Business Intelligence capabilities could be improved, also integration to other
QA platforms could be improved.”
“Integrated reporting tools”
“Keep moving in the same direction and listening to their user community.”
“More modelling templates.”
“The ability to pull more specific datasets from the API”
“There are some minor fixes and upgrades that could be done, and they may be on
the horizon.”
“They are great; communication with their clients allows their product to
continuously change based on our needs.”
“User tracking and reporting.“
--------------------------------------------------------------------------------
8. INVISION AG
Product Name: injixo WFM
Brief overview of product: injixo is an award-winning workforce management
application for contact centres of all sizes. The feature-rich WFM suite helps
contact centres optimise and automate their entire workforce management process.
injixo covers the full bandwidth of functionalities contact centres need,from
forecasting and scheduling to intraday management, reporting and agent
engagement. Our simple pay-per-use pricing model enables small and large contact
centres alike to experience the full power of professional WFM – with maximum
flexibility, ultimate scalability and minimum effort.
What are the Unique Selling Points of the product?
injixo WFM empowers contact centres to facilitate and automate their entire
workforce management process. This allows our customers to spend less time and
effort on manual planning and scheduling – instead they can focus on what really
matters: their employees and customers.
With the all-new fully-automatic injixo Forecast, our clients are able to save
up to 75% of the spent on forecasting (contact volumes and average handling
times). injixo Forecast uses self-learning algorithms and is always up-to-date,
24/7, 365 days per year to provide you with the best possible forecast for
calls, chat, email and more.
injixo is a true cloud application and offers a bulletproof business case for
your contact centre. There is no need for a capex budget, no need for a heavy IT
project and no servers to buy and maintain. There is no annual big-bang update –
new features are available to every customer as soon as they are released. In
addition, we provide comprehensive onboarding support – you can log in within
hours of signup and then experience a setup process that has been refined and
proven over 300 installations worldwide. And the best thing is, you’re in the
driver’s seat as you have full cost transparency and control. At injixo, it’s
our mission every day to empower your contact centre and employees to serve your
customers better – with intelligent workforce management
Plan smarter today: check out our powerful WFM-suite and mobile-friendly agent
portal – request a demo via our website
Approx. number of UK customers using the product: More than 120 contact centres
ranging in size from 30 to over 2,000 agents
Typical customers: injixo has customers across all industry sectors:
* Healthcare: e.g. Appello, Derbyshire Health United
* Insurance: e.g. Axa, AllClear, Sun Life
* Outsourcing: e.g. Capita, DDC, VoxPro
* Public sector: e.g. Ombudsman Service, North Tyneside Council
* Retail: e.g. Harvey’s Furnishings, Hotter Comfort Concept, Specsavers
* Technology: e.g. Photobox, Miele
* Telecoms: e.g. Carphone Warehouse, Melita
* Utilities: e.g. Opus Energy, Sutton & East Surrey Water, WaterPlus
Typical price for a 100 agent solution: Our simple pay-per-use pricing is based
on a subscription model, £9/user/month + £39//workload/month for our fully
automatic injixo Forecast functionality. Considering a 100 agent contact centre
and approximately 3 main activities (e.g. Customer Support Hotline, Chat and
Email), you will end up with an overall cost of around £1k per month. More
information on the pricing including an online calculator can be found here
What our readers liked best:
“Ability to connect to other systems via interface”
“Auto forecasting – makes life easier and I have been tracking this since it has
been up and running for our business and the accuracy rate is 90%+ which is
outstanding”
“Cloud based Cheap Excellent Customer Engagement”
“Cloud based/Navigation within the tool is clean.”
“Ease of use, cloud integration, functionality, cost.”
“Ease of use… Accessibility…”
“Easy access and easy to use”
“On Line Support – ‘Community page’. Swift accurate response back to any issues.
The best support system we have experienced with companies used. “
“The expert knowledge provided to us via our account manager.”
“Very easy to use, yet very professional products”
“Very good UI”
“Very responsive support, easy to create graphs to visualize some types of
data.”
“Very user friendly and intuitive design.”
“Very user friendly.”
How could the product be improved?
“An easier view for daily, weekly and monthly reports.”
“Annual Leave Year parameters”
“As a planner, make it available to use and administer on multiple platforms,
not just IE.”
“Appreciate there is a lot to work on in the background, but this would be an
incredible plus point for me.”
“Auto forecasting should enable and show the forecast vs actual, at the moment
it does do provide this information. Also, as the forecast is continually
changing/adapting we should get a notification if it goes out of a tolerance of
say 3% either side”
“Better reporting options for Excel, especially on the Adherence side.”
“Continue to develop the product as they are doing”
“Further development in reporting”
“I don’t see any way they can be improved”
“Improve on reporting.”
“Managers of large and many teams cannot filter out well teams they would like
to see.”
“More options.”
“Report format should be available as a plain CSV – reports as they currently
are impossible to work with or require tons of manual manipulation. Create
what-if capability, so workforce analysts can do analysis. Allow access to raw
data so that it can be vetted. Add forecast service level. Allow schedule
publishing to be done in groups or individuals instead of requiring it be done
for an entire planning unit. Add automation of tasks. Stop charging per user for
termed users (you are supposed to delete termed user accounts to stop being
charged per head, but doing so deletes all their historical data. Good luck with
your attrition reporting with that piece missing!)”
“Scenario Management – the ability to create scenarios to understand the impact
along with the ability to input off phone activities in a more user friendly
way.”
“Separate each time off bank as oppose to one big pull for vacation, PTO and
sick time.”
“View productivity”
“Wider support for multiple browsers for the planners”
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9. NOBLE SYSTEMS
Product Name: Noble Enterprise Contact Centre Solution
Brief overview of product: The Noble Enterprise Contact Centre Solution is
tailored to meet each client’s unique business needs. Noble offers a unified
suite of inbound, outbound and blended omnichannel communications, strategy
planning and resource management tools for companies of all sizes, from
enterprise organisations to small and mid-sized businesses. Our Premise, Cloud
and innovative premise/cloud hybrid platforms include ACD, predictive dialling,
blended omnichannel processing, compliance, recording and monitoring, IVR,
messaging, interaction analytics, campaign strategy and decisioning, compliance,
workforce management and gamification.
What are the Unique Selling Points of the product?
Noble Systems’ enterprise-class, state-of-the-art technology solution offers the
best value and most features to deliver high-performance contact centre
management applications. Our flexible environment allows us to tailor solutions
to meet the unique needs of each individual client. This translates to
delivering a contact centre suite that works within the scope of your business,
rather than making you change your business to work with our product. Noble
offers immediate return on investment with measurable results. By integrating
with existing systems for a seamless solution without requiring an investment in
time and money to rebuild processes or transfer data, our clients enjoy the
benefits of increased productivity and reduced costs in a very short time frame.
Some of the key differentiators between Noble Systems and our competitors
include:
* Offering a Single, Unified Platform and Long-Term Stability – Our founder is
still our CEO and Noble Systems has not undergone changes of ownership. Our
components for inbound and outbound management, digital recording, universal
queue, IVR, text-to-speech, WFM and analytics are integrated to work in a
single, unified platform. Noble provides the most complete and robust contact
centre portfolio of solutions designed to continuously measure, improve and
align operational performance with the customer experience to increase
customer loyalty and reduce cost of operations. Noble Systems is the #1
market leader for outbound technology for the past six years (Frost &
Sullivan – 2018, 2017, 2016, 2015, 2014 and 2013).
* Delivering Flexible Platforms Tailored to Client Needs – Noble Systems has
developed our solution so that our clients may use our product as a turn-key
solution or as a point solution to integrate into their existing enterprise
systems. We offer a variety of deployment options, including local and
distributed environments, as well as single-code Premise, Cloud and Hybrid
platforms, so that users don’t sacrifice features or performance regardless
of which model they choose. The open design of our solutions allows
integration with external applications to improve efficiencies and deliver a
unified environment. With our ‘building block’ approach and scalability,
companies can right-size their Noble platforms to fit their needs and to
support their growth. We deliver on our promise and as a result have been
growing from positive word of mouth for three decades.
* Our Unique Offerings for the Premise and Cloud Markets – Noble offers both
premise and cloud solutions designed to support mission critical requirements
for today’s contact centres, including PCI-Ready, compliant platforms. Our
cloud solutions are built upon the same platforms as our premise solutions,
and offer the same high-performance features, not a limited functionality
set. Our innovative premise/cloud hybrid model uses ‘elastic capacity’ to
support temporary expansion of agent seats or messaging campaigns, and
provides flexible options for disaster recovery. And, we offer an easy
migration strategy to convert from cloud to premise, or premise to cloud, as
your needs change.
* Future-Proofed Technology – Noble protects our clients’ technology
investments through a robust Intellectual Property program, targeted at
securing our products for the future. Our in-house IP team works closely with
employees to identify inventions and unique solutions, and contributing team
members are recognised when a new patent is issued. This culture of
innovation gives our clients the advantage of knowing that the technologies
they rely on for their daily operations management are protected, and they
benefit from the new features and applications that become available through
these efforts. Today, our IP Portfolio has more than 175 patents, and is
continually growing.
* Software Upgrades at No Charge – Noble Systems includes software upgrades at
no additional cost as part of our standard maintenance fees.
* Providing Top-Quality Client Support – No product stands alone, and support
is a critical requirement for mission critical enterprise applications like a
call centre solution. The Noble CARE support team is based in Manchester, in
the same building as our training, engineering, sales and service
organisation. Our clients have access to a team with over 500 man-years of
experience in the call centre business, as well as in Noble products – rather
than sourcing our support to outside groups who are required to learn and
understand multiple products built by different development organisations.
* Superior Client Relationships. Our commitment to client relationships has
allowed us to grow our business largely through word-of-mouth and referrals.
In our early years, user referrals generated almost 100% of our business, and
they remain an integral part of our new business acquisition. We succeed
through the success of our clients. Our SNUG, COFFee and SNAP programs
promote client interaction with our users around the world.
Noble delivers powerful solutions that help our clients improve performance and
increase efficiencies. For example, Noble client Dollar UK has enjoyed the
following KPI improvements since implementing the Noble Cloud Enterprise
solution:
* Inbound abandonment rates have decreased by over 63%
* Agent wrap time has decreased by over 30%
* Average call wait times have decreased almost 30%
Approx. number of UK customers using the product: In the UK, Noble solutions are
used by approximately 200 contact centres, with over 10,000 agents.
Typical customers: The following companies are examples of companies that use
Noble Systems’ solutions in the UK:
* Vitality Healthcare
* Secure Trust Bank
* Paragon Bank
* Permanent tsb Bank
* The Carphone Warehouse Ltd
* Cabot Financial
Typical price for a 100 agent solution: Noble’s contact centre solutions are
priced on a concurrent user basis. Noble Enterprise Premise Solution starts from
£150,000 for a 100 seat solution. Noble Enterprise Cloud Solution starts from
£80,000 per annum for a 100 seat solution.
What our readers liked best:
“As per what the industry demands”
“Close to open source means if you’re willing to put the time in to develop it
the ROI can be massive”
“Customer Support.”
“Easiness and can be configured for each business needs”
“Easy to use and completely customizable.”
“Easy to use, highly customisable. Full view of all elements.”
“Extensive proprietary product offering.”
“Flexibility and ease of use”
“The level of customisability and interaction between all of their systems means
that a full contact centre system can be built using their products.”
“Very customer facing product and easy to use, which in turn makes training of
the product to other colleagues an easy process. “
How could the product be improved?
“By updating the software as per the customer requirement.”
“IVR manager tool whilst highly useable does now look a little dated.”
“Less of the online training”
“More flexibility at an individual level rather than a lot of settings that
still remain global.”
“None that I see”
“Should focus more on affordable cloud-based technologies”
“Small user enhancements such as shortcuts, and the general UI in some of the
applications.”
“Updates/bug fixes are released as full upgrades rather than patches – meaning
you have to upgrade very regularly to keep on top of issues identified”
--------------------------------------------------------------------------------
10. GENESYS
Product Name: The Genesys Customer Experience Platform
Brief overview of product: The Genesys Customer Experience platform combines
orchestration and journey management to provide omni-channel contact centre best
practices for great customer experience with compelling business outcomes. It
integrates channels, context and the ability to optimise an organisation’s
workforce and processes. With an Omni-channel Customer Experience Centre
solution, a company can deliver consistent and hyper-personalized customer
experiences across all channels, touchpoints and journeys.
The Genesys Customer Experience platform consists of three offers:
PureCloud
Launched globally in 2015, PureCloud is a unified, all-in-one customer
engagement and business communications solution that is easy to use and quick to
deploy. A true cloud offering based on microservices architecture, PureCloud is
flexible, open, feature-rich, and built for rapid innovation, providing
organisations with a future-proof solution for quickly scaling to meet customer
growth.
Genesys PureConnect
PureConnect is a proven, all-in-one omni-channel engagement offering that is
rapid to deploy, simple to administer, flexible and easily tailored to meet
specific needs within the commercial and mid-market segments. Available both
on-premises and in the cloud, PureConnect can help customers make the transition
to the cloud with a seamless process that uses the same software for familiarity
and ease. This offers organisations the option to move, blend and grow as they
need.
Genesys PureEngage
PureEngage is a true omni-channel customer engagement suite for global
businesses to deliver competitively superior experiences — providing real-time
contextual journeys, world-class orchestrated routing, and digital
transformation at any scale.
What are the Unique Selling Points of the product?
Genesys has been a leader in the contact centre market for nearly thirty years.
In 2018, multiple leading third-party analysts recognized Genesys for our
industry-leading contact centre and customer experience solutions. Recent
accolades include leadership positions in the following research reports:
* The Forrester Wave: Cloud Contact Centers, Q3 2018
* Gartner 2018 Magic Quadrant for Contact Centre Infrastructure, Worldwide
* The Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre
Solution
The value we provide our more than 11,000 customers worldwide is evident across
organisations and industries of all types and sizes. We are proven in diverse
industries including banking, insurance, telecommunications, finance, retail,
government, travel and hospitality. We offer cloud and on-premises solutions for
businesses of all sizes and sophistication stages all over the world – across
small to mid and enterprise level. We power more than 25 billion of the world’s
best customer experiences each year.
Companies choose us for a number of reasons, including our:
* Innovation – Genesys has a long history of innovation and leadership in the
customer experience and customer engagement market as demonstrated by
recognition by industry analysts, including Gartner and Forrester. In
addition, the company has over 1,000 patents.
* Stability – Genesys is a leading software company: we have experienced
substantial growth in recent years as an independent company, with 40+
percent growth attributable to organic progress and through acquisitions.
* Breadth (and depth) – Our deep capabilities extend to customer engagement,
employee engagement and business optimization, and we are the only company
that provides purpose-built solutions to all segments of the market, small
and large, simple to complex, cloud and on-premises, anywhere in the world.
Approx. number of UK customers using the product: We have more than 11,000
customers worldwide. Hundreds are UK contact centres.
Typical customers: Genesys counts businesses of all sizes and sophistication
stages all over the world – across small to mid and enterprise level – as
customers. A few examples include:
* AO.com
* DWP
* Saga
* Heineken Mexico
* Westpac
* Company Nurse
* Quicken
More customer success stories can be found here.
Typical price for a 100 agent solution: Our pricing is dependent on the offering
chosen. As an example, pricing for the PureCloud offering is published online.
Pricing for other offerings ranges dependent on a variety of factors including
the needs of the customer.
What our readers liked best:
“Ability to integrate with CRM platform, and reporting capabilities”
“All in one platform, omnichannel and full customer experience platform”
“Ease of use and integration.”
“Easy to use and access”
“Efficiency”
“Flexibility, ability to integration with other environments”
“Great interface and easy to use”
“Interactive, colourful”
“It’s simplicity”
“Smart and powerful routing tool, Customers experience, improved in both cases .
Churn Reduction and CSAT also.”
“The software and integration”
How could the product be improved?
“Focus more on pureconnect”
“In the cloud platform”
“It could be improved simplifying the implementation and upgrade processes.”
“Make it more fast”
“More analytics.”
“More data and interactive options in reporting and graph options”
“More pictures of people and less writing”
“Not as of this moment. Everything is seamless.”
“Provide user tutorials for non-contact centre staff with on line help and
glossaries”
“Speed up new developing and add-ins “
--------------------------------------------------------------------------------
Congratulations to all of the winners, and many thanks to everyone who took part
in the voting.
--------------------------------------------------------------------------------
PREVIOUS TOP CALL CENTRE TECHNOLOGY ARTICLES:
* Top 10 Contact Centre Software and Technology 2018
* Top 10 Contact Centre Software and Technology 2017
* Top 10 Contact Centre Technology Awards 2016
* Top 10 Contact Centre Technology Awards 2014
* The top 25 Contact Centre Technology – 2011
* The Top 10 Call Centre Technology for 2009 – the results
* Hot technology for 2008?
Published On: 27th Mar 2019 - Last modified: 6th Jun 2022
Read more about - Technology, CallMiner, Clarabridge, CustomerSure, Editor's
Picks, Genesys, injixo, Netcall, Noble Systems, Scorebuddy, Talkdesk, Top 10,
Vonage
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44 Comments
* Avaya is the Best among all.
Swarn 6 Nov at 08:26
* has anyone heard of ‘Touchstar’ – if so what do you think?
Farah 6 Nov at 16:39
* What about magnetic north! anyone using that in england?
Ben 6 Nov at 17:16
* ciboodle is a great product for any call centre. It is very scalable and
extremely customisable.
scott 14 Nov at 21:54
* Hi
anyone know about the new outbound call centre where
1. customer recieves a call
2. An automated message is played to vustomer
3. customer is given an option to speak to an advisor
4. if customer want he can speak to advisor his choice, if not just hang up
if anyone know about the name of this software or any possible information
please let me know
it will be much appreciated
parveen 29 Nov at 03:48
* Iam using TouchStar Call Centre Software for my Predictive Dialling, power
dialling and Inbound calls. It is good software to use. And the Support is
really good
Mohammad 3 Mar at 11:43
* I absolutley agree with Bob’s comment above – I know a lot of people running
this in their Call Centre environment who are very pleased with the
flexibility and service provided by CallScripter. Unlike a lot of other
software applications, it is also not overpriced!
Fred 24 Apr at 10:52
* I’ve implemented Avaya contact centres and used Magic North, but has anyone
any experiences with SAP BCM?
Paul 2 Jun at 00:42
* SAP BCM is very good when implemented alongside other SAP Products, since it
integrates straight out of the box.
Ben 26 Jul at 16:15
* Hey have any body used vmukti software dialer they are claming about the real
time report with hosted version as well as intgrated training solution.they
are saying it is opensource as well . please let me know if somebody has used
this ?
John 5 Aug at 12:39
* Hi
Can anyone tell me which is the best software used by the housing call
centres in the UK. Like housing software to locating addresses and details of
customers etc
thanks
N
nancy 9 Sep at 14:32
* Good information. There are lot of small players in Europe who provide the
contact centre solution and are specific to geography. They are very good in
customizing to needs of that geography and language etc (as named by others).
When you look at international market there are few players (as specified in
Gartner and other leading research organisations) who are rated in leader
segment. some are Cisco, Genesys, Aspect, Avaya, Interactive Intelligence
etc. All of these are good wrt technology and feature they support.(more or
less same) the major differentiator would be flexibility in terms of working
with existing infrastructure and multi vendor environment.
Ashoka 17 Sep at 06:10
* Take a look at Smartdesk Systems. We use their software to make sure we don’t
ever miss a call that we have promised to a customer. We also use their
outbound IVR solution. They do other stuff that we don’t use but maybe
interesting to others. We chose them because their stuff works and it is
priced incredibly cheaply. This info may help Parveen above. I most
definitely agree with Ashokas comments as well. Look beyond the big boys in
the market and you’ll be surprised what you find.
Samuel Antiero 2 Nov at 10:44
* Interesting list. How about a list based on best Call Centre software
support? Not really a suprise though except maybe categorize according to
size. The most expensive software is not always the best for smaller Call
Centres
Stefan 4 Nov at 14:14
* Um, interesting selection of products, Genesys and Aspect are ok if you have
500 seats and above, Avaya CMS great but with Contact centres they have lost
there way. I use Callmedia as a contact centre after a review of the market
that seamed the best for my 100 seats contact centre
Steve 17 May at 14:15
* hi, someone is trying to sell to me a contact centre called stratasoft,
anyone heard about it? or can anyone provide me professional & cost effective
call centres with local representatives in West Africa. Thanks
Abby 27 May at 14:54
* we want second hand computers crm & software for our callcenter
bhushan punamiya 28 May at 07:54
* what about solidus ecare 7.0 or cisco. there are quite popular
enis 3 Jun at 04:13
* I have just been introduced to iTMS. Very impressive software
jigsaw 10 Jun at 13:42
* Hi, anyone heard about InConcert call center solutions? It’s based on
asterisk. thanks in advance for your help.
Oscar Velasco 24 Jun at 16:34
* Does anyone have experience with Cisco? We have a large call center and are
looking at their enterprise software solution.
atlantayankee 9 Jul at 01:39
* I use a company called orbtalk to supply my SIP trunks with cisco call
manager. Call quality is good and the helped me through the set up procedure.
Adam 3 Aug at 10:26
* All these people are out of there mind or at least have crazy money to spend.
Look for a local crm based system for maybe 10e a month per user and an
asterisk based system that comes with call recording and everything as
standard.
Rickie 4 Aug at 16:27
* also do not go crazy with WFM software go hosted again. Why spend 100k a year
for 100 seater when you can spend 500euro (edf use it) both built on erlang c
anyway!
Rickie 4 Aug at 16:31
* Hi there,
found this quite an interesting read. I would like to know though that my
manager is considering purchasing GMT plant WFM to upgrade our CC. Is this a
viable product or are there better performing and more viable options? The CC
I am in is a 24/7/365 inbound environment with a staff of 150. If anybody
could advise me so that I could put this through to my boss before making the
wrong decision
Jane 25 Aug at 12:25
* Does anybody have any comments specifically on the annual leave management
features, or timesheets, in these systems?
We’re working with a call centre at the moment to provide these functions
because their existing software doesn’t have proper hr support.
Laura
Laura Tate 30 Sep at 20:12
* Hello,
Does anybody have experience on Voxtron application ‘agenTel’?
Efthimis 13 Dec at 21:04
* Can I get a comparison chart featuring these softwares?
Atlas 7 Jan at 23:43
* Good morning,
I would like to know the main advantages of SAP BCM than a standard CTI (for
exampel Genesis).
Integrating SAP BCM with SAP CRM provides adavantages in terms of costs
(total costs of ownership). Anyway I would like to know if there are further
functional advantages.
Thanks in advance
Luca 20 Jun at 08:43
* There is a lot of good call centre software out in the market. We are invited
to a large number of product vendor briefings.Call Monitoring,Call Recording
Software are the most widely used all over the world.
Beth Snaper 14 Jul at 18:48
* The Customer Service Standard Edition of “Avaya Dialer” Costs $ 242,000 for
100 agent call center, which is really very costly for new starters. I am
planning to start a 50 agents call center with “My Sales Dialer”. Because its
really cost effective and productive dialer. also they are the first to bring
mobility in call centers. I don’t know why “My Power Dialer” is not listed
here.
-Christopher
Christopher M 28 Sep at 19:36
* Why don’t you list Cisco? The validity of your report is questionable since
you’re excluding the leader in IP communications.
John Chambers 18 Oct at 16:37
* Hi John
Cisco are listed in the latest version that we have just published:
https://www.callcentrehelper.com/the-top-25-contact-centre-technology-23594.htm
Thanks – Jo
jorobinson 18 Oct at 17:01
* It would be interesting to see the ratings for 2012. Is there going to be a
release of top 10 Call Centre Software companies for 2012?
Neil 12 Mar at 07:18
* Does anyone have experience with Cisco? We have a large call center and are
looking at their enterprise software solution.
Marius Anton 26 Mar at 14:18
* I really recommend to look at the light and modern solutions like LeadDesk.
We were a bit uncertain to go for SaaS first but LeadDesk has worked in an
excellent way. And cost is just a fraction from Cisco and Avaya, I have
worked with them, too.
David
David, Germany 17 Apr at 23:16
* Its amazing!!!
Here in Israel you can get an – asterisk based – 100 agents solution for less
then 50,000 £
Come out and play.
yosi 13 Jun at 17:01
* Wow!
Call-centres just leak money. Either I need to re-evaluate my real worth or
the industry needs to do their due diligence before forking over money to
these sharks.
And Yosi ? £50,000 for 100 agent solution ?
If that sounds like a good deal to the managers and directors reading this
then the call centre industry is royally screwed. So much more money than
sense.
I think I better re-brand, modularise and encumber my bespoke solutions
quickly and get their bloated mass to market before natural selection does to
contact centres what it did to the dinosaurs.
SRSLY
-Gary
Gary 30 Jun at 10:33
* New to telesales and have just taken over small outbound team have chance to
change CRM system. Currently telephone system not linked in anyway to
existing CRM. If i get new crm system what can the combined systems do . .
.what are the benfits of combining the two systems?
Andy 15 Jul at 01:20
* What software of application fits best a very small call centre (from 1 to 10
agents)?
thank you.
Philippe 20 Aug at 10:02
* Our agency used used Telstar Hosted for just over a year; (I have had
experience with a number of premise and hosted solutions over the past 17+
years – Telescript, EIS, I3, Noble); here are my two-cents for Telstar (I
have no connection to Telstar):
Pro’s: inexpensive, fast implementation, very good software and intuitive
interface (very easy to manage data, campaigns), very impressive data and
campaign management tools (customisable status retries), good support – do
not need an IT team to manage.
Con’s: occasional voice-quality issues (over VoIP), network reliability
issues (intermittent down-time).
I do have to say, Telstar was in the process up upgrading their
infrastructure which contributed to our issues with downtime and voice
quality. Overall, I would rate them quite high in quality of service and
value.
Hope this helps, Mark
Would love to hear feedback on Aspects On Demand platform (for smaller call
centers).
Mark 10 Nov at 19:07
* We are very happy with Avaya and track our metrics with PureShare Dashboards.
Works great!
Scott M. 15 Apr at 15:59
* Is there a Software which provides subtitles for the Recorded voice logs ?
Ram 14 Aug at 14:14
* Thanks for posting! As for marketing automation, I really like GetResponse’s
features.
Evan 19 Jun at 11:34
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