Aspect Software is the only software company with a fully-integrated interaction and workforce optimisation platform for enterprise contact centres globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact centre is the new centre of the customer experience.
We believe that today’s consumers own the conversation, choosing when, where and how they communicate. That the emergence of dynamic, web-based and very public consumer communication channels is thrusting the Contact Centre into the leadership role for delivering an excellent experience to these highly conversational consumers. Those organisations that anticipate and adapt to this “relationship revolution” will be better poised to build long-term customer loyalty and value. That Aspect has the only Contact Centre product suite that can work across all channels, in any environment and throughout the organisation to deliver remarkable customer experiences.
Interactive Intelligence is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. As a consistent driving force behind the development of new customer engagement, communications and collaboration technologies, including more than 100 patent applications to date, Interactive Intelligence’s first-to-market approach has made it a leading innovator.
With 20-plus years of experience developing customer engagement and UC&C solutions, and backed by more than 6,000 global customer deployments, Interactive Intelligence brings the global capacity and maturity required to satisfy the most diverse enterprise requirements, including those of the largest multi-national organizations.
Interactive Intelligence helps organizations of all types and sizes improve service, reduce costs and deliver successful business outcomes through its innovative cloud platform. The company designed its PureCloud℠ platform as a set of microservices running atop Amazon Web Services that delivers customer engagement, communications and collaboration functionality.
4net Technologies is at the forefront of technology developments within the telecommunications market, specialising in contact centre technologies, unified communications, video conferencing and managed and cloud services. We operate in all market sectors across the globe and offer a complete communications package from design and implementation, through to after sales customer support and maintenance.
4net are an Avaya Platinum Partner and an Avaya Partner in Customer Excellence. We are also highly accredited with other partner organisations including Microsoft Skype for Business (formerly known as Lync 2013) and Enghouse Interactive.
Over the past 18 months we have won a number of awards in recognition of our dedication to service and project delivery and were chosen to represent the UK in the European Business Awards.
We work with our customers to design and deliver Contact Centres, unified communications, video conferencing and cloud and managed services that address the challenges faced by businesses today.
Contact Centres continue to face challenges of how to increase efficiency and improve customer service whilst keeping costs down and revenue high.
Then combine this with a revolution in the market place that is being driven by three critical shifts:
• New generations of consumers are gaining purchasing power and changing the way customers gather information, make decisions, and communicate.
• Consumers are rapidly adopting new access methods (web self service), different media types (IM, web chat), and new devices (smart phones).
• Customer are less tolerant of poor service, more inclined to leave after a single bad experience, and likely to broadcast their dissatisfaction using social media.
This means that organisations need an end-to-end customer experience approach that helps them leverage existing resources alongside the latest best practices and technologies.
Our knowledge and expertise in the Contact Centre space has allowed us to deliver technology that helps organisations increase efficiency and improve customer service whilst keeping costs down and revenue high.
We will work with your business to investigate the most appropriate technology and applications for your organisation to adopt to help your contact centre improve performance, drive customer interaction, enhance the customer experience and increase agent productivity – delivering competitive advantage but most of all seamlessly and cost effectively integrating them with your existing infrastructure.
4net strives to provide customer services that stand far above our competitors and we do this by putting our customers at the heart of what we do. We measure our success by our customer satisfaction and retention and over the past 10 years we have achieved a 99.96 customer retention rate and a Net Promoter Score of 89%. Avaya voted our customer care programme as the finest in the industry, winning us the Avaya Service Excellence Award in 2012.
Content Guru is a multi-award-winning provider of cloud-based communication solutions, delivering services through storm®, Europe’s largest and most versatile Cloud Contact Centre & Communications Integration™ platform.
Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include EDF Energy, Chubb and National Rail Enquiries.
These clients choose the platform for its unparalleled scalability and reliability in handling enormous volumes of multi-channel communications, its flexibility in consistently delivering best-in-class services anywhere, anyhow and at any time, and its scope for truly global deployments.
storm supports hundreds of applications, including:
– Multi-channel Cloud Contact Centre & Unified Communications (email, voice, SMS, IM, web and social media from a single platform)
– Communications Integration (converging data and communications, and enabling disparate systems to interoperate)
– Propensity modelling (interpreting data sources to deliver mass-personalised messaging and unprecedented customer engagement)
Eptica is a global provider of multichannel and multilingual customer interaction software, covering the email, web, social media, web chat and agent channels. The Eptica Customer Engagement suite includes Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge Management for Customer Service.
Available on premise or as a Software as a Service (SaaS) solution, the Eptica Customer Engagement suite enables organisations to improve engagement with customers, increase efficiency and drive sales by delivering fast, consistent and personalised responses to their queries, through their channel of choice.
The Eptica customer engagement platform is designed around a central knowledge base, powerful workflow and Eptica Linguistic Services. Eptica’s dynamic and self-learning knowledge base handles customer interaction management in a personalised, centralised and consistent manner. Eptica’s workflow supports the processing and management of all inbound and outbound customer requests and interactions that take place across multiple channels. Eptica’s advanced linguistic capabilities enable organisations to quickly understand the tone, sentiment and context of digital interactions and automatically deliver personalised service.
Eptica’s software is used by leading brands across the world to manage incoming customer interactions and provide fast, accurate and efficient service that scale to meet increasing demand, across all text-based digital channels.
Today, more than 400 organisations across all industries and in 15 countries rely on the power of Eptica’s platform. They include AXA, Dixons Carphone, Domestic & General, AirAsia, Hastings Direct, L’Occitane, TUI, Debenhams, Capita and Ageas Insurance Solutions. Eptica’s continuing innovation and strong performance has resulted in the company’s inclusion in Gartner Magic Quadrants for the last five years.
Eptica is based in the UK, US, France and Singapore and operates worldwide through its network of partners. For more information please visit our website or the browse the Eptica Customer Experience Blog (http://www.eptica.com/blog) for the latest views on social customer service, email management, self-service, ecommerce, chat, mobile and more.
Thousands of companies and organisations of all sizes around the world rely on Genesys every day to delight customers by powering optimal customer experiences and journeys with the award-winning Genesys Customer Experience Platform.
Genesys has experts who help organisations across many industries design and deliver optimal customer journeys, using people, processes and technology required to deliver the journey across all touchpoints, channels and interactions. Genesys experts combine strategic business insights with hands-on, practical experience gained from thousands of implementations to help you get to market faster, increase your productivity, and achieve measurable business results.
At the heart of the Genesys Customer Experience Platform is patented technology that allows companies to easily optimise the distribution, commonly called routing, of all interactions, cases and back office tasks in such a way that it delivers a highly differentiated customer experience and the lowest cost of operations. It does this by directly routing each specific item in priority order to the optimal person at any location or in any organisation. The optimal person is someone who has the most appropriate skill set to engage in the activity and is available in an SLA acceptable time period. Additional business rules beyond skill and availability are simply added.
This optimisation delivers the highest first contact resolution and SLA adherence possible while also improving workforce efficiency and lowering cost of operations. As a result, you can align the customer experience you provide with the value a customer represents over all touchpoints, channels and interactions, including the adherence to back office work SLAs. This capability is part of the Genesys Customer Experience Platform, and along with the entire platform, delivers a differentiated customer experience that will increase your customer loyalty, reduce churn, increase revenue and lower cost.
The Genesys Customer Experience Platform delivers comprehensive and integrated best-in-class capabilities for customer experience solutions for organisations of any size, including contact centres. The platform not only delivers customer experiences that are consistent, seamless and personalised, but are also journey-appropriate. By journey-appropriate we mean that the experience delivered, whether via self-service or human-assisted, matches the expectations of your customers, aligning with the stage and type of their present journey.
The platform efficiently manages customer engagement across all touchpoints, no matter the department in which they reside, across all channels including voice, email, chat, SMS and social, and across all interactions from the front office to back office. Customers like you commonly use the platform to power inbound and outbound contact centres, customer self service, back office productivity and mobile marketing. Highly visual, intuitive and interactive analytics help your customer experience professionals drive continuous improvements in performance and business results.
The Genesys Customer Experience Platform is available in three editions to address
the needs of businesses from the smallest company to the largest global enterprise.
The Genesys Premier Edition—Virtual Contact Centre delivers an industry-leading cloud offering for small to mid-size contact centres.
The Business Edition is designed for mid-size contact centres that require all-in-one functionality that deploys rapidly, is easy to use, and scales as your contact centre grows. With this edition, you can choose to run your contact centre in the cloud, on-premise with a pre-configured appliance or in a hybrid cloud configuration.
The Enterprise Edition is designed for large organisations that require highly scalable and customised contact centre solutions. With this edition, you can choose to run your contact centre in the cloud, on-premise or in a hybrid cloud configuration.
Knowledge Powered Solutions (KPS) specialise in providing Knowledge Management (KM) solutions for Call Centres, Service Desks and Shared Service Environments.
The KPS product provides Customer Service staff, internal / external customers and citizen’s access to vital knowledge quickly and easily through a simple to use natural language interface. Public and private sector organisations around the world use the KPS product to deliver productivity gains whilst also enabling an enhanced customer service experience for both agent and customer alike.
Meeting high levels of customer expectations is critical in gaining new customers and retaining existing ones. Improving contact centre efficiency whilst reducing costs is the biggest challenge currently facing the customer service operation.
An effective Knowledge Management System will ensure that agents are empowered with the right information to provide consistent and personalized responses to each customer. KPS’s Knowledge Management Solution provides a single view of multiple knowledge sources including response templates for different channels.
Whether the answer is held on a website, an intranet or a pdf document on a fileshare, KPS’s powerful context based search will not only find the right document but will highlight the area of the document where the answer can be found.
Customers increasingly want to contact the call centre through multiple channels. From web self-service, to social media sites such as Twitter and Facebook, the Knowledge Base needs to be able to retrieve and post out channel appropriate content, in addition to being made accessible via each of these channels. With the ability to tightly integrate KPS’s Knowledge Management solution with the agent’s desktop customer engagement system, agents can progress the customer request quickly and accurately.
Being able to personalise access to knowledge is also key to delivering enhanced customer service. Whether it is an agent being provided direct links to new information in their desktop system or a customer being notified of an issue or a product or service which is directly relevant to them, the KM system provides the tools to push out important information, with an audit trail of who has both received and read this information.
KPS’s Knowledge Management Solution provides agents with the right tools and the right information to provide the high level of service customers expect today.
Netcall Plc is a leading provider of customer engagement solutions.
Netcall’s dedicated solutions help organisations manage the ever changing demands of their customers and prospects efficiently and cost effectively – resulting in increased profitability and customer satisfaction.
The Company offers a platform with a broad set of innovative packaged solutions for end-to-end customer engagement, incorporating intelligent contact handling, workforce optimisation, business process management and enterprise content management.The solutions can be bought either individually or as a suite, on-premise or in the Cloud.
This modular approach gives customers an affordable entry point to the Liberty platform, from which they can both upgrade and expand, protecting their future investments and potentially reducing their number of suppliers.Netcall’s customer base contains over 750 organisations in both the private and public sectors. These include over 70% of the NHS Acute Health Trusts, over 50% of London Borough Councils, major telecoms operators such as BT and Cable & Wireless and leading organisations including The University of Cambridge, The Forestry Commission, Interflora, Lloyds TSB, Odeon, Interserve, Orange, Prudential, British Sugar, and Thames Water.
Sabio is a specialist systems integrator focused on delivering exceptional customer contact strategies, applications and solutions.
With the skills, knowledge, experience and creative thinking of our people, we can enable you to overcome your greatest customer contact challenges.
Sabio, Avaya’s Partner of the Year for 2014, is a customer contact technology specialist focused on delivering exceptional customer service strategies and solutions, partnering with leading organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services working with many major organisations across the UK including Argos, Brewin Dolphin, Business Stream, Eurostar, Leeds City Council, Office Depot, Thames Water, Unibet, Yorkshire Building Society and multi-award winning Lebara Mobile.
Sagaciti is a small, intimate, client-focused consultancy built on the personal integrity and experience of its Directors and Co-Founders, and on evidence-based knowledge of what works, and how to achieve it. With 70+ years unique commercial and public sector experience, we have successfully managed, improved and designed end-to-end contact centre operations at all levels.
Sagaciti helps you ‘see the wood from the trees’, looking at your opportunities and challenges End-to-End across your business, simplifying the complexities for you, ensuring your operation is the best it can be. This means you remain focused on the important things – delivering excellent services, growing your business, and achieving your desired outcomes.
If you are involved in Contact Centre Operations, we’re confident we can help you be even better.Why not contact us and see how we might help?
What Sagaciti does:
– We use good judgement and sound evidence to help your business develop, applying practical, sustainable solutions that work in your world.
– We bring transferable learning from elsewhere to directly benefit you.
– We build personal, productive relationships through our friendly, engaging, open and honest approach.
– We provide a bespoke service – it’s us who turn-up and work with you.
– We help you make the right choices to integrate new technology, systems and approaches to your business.
– We operate independently of suppliers so you can be confident our sole focus is your best interest – plain and simple.
– We’re determined to provide excellent value, and are proud to be different from other consultancies, making game-changing consultancy support available to all sizes of business.
– We know technology is a critical enabler; more importantly, we understand why it’s your people who make the real difference.
Our bespoke services are designed to your requirements. The following provide some examples:
– Sagaciti Toolkit™ – A powerful diagnostic tool founded on our Sagaciti Assessment Framework™, developed from industry good practice and our knowledge, skills and experience.
– It collects sound empirical evidence and identifies what works and what doesn’t. It’s flexible and can be deployed from a Team to a Multi-Contact Centre Organisation, as a light-touch or deep-dive review.
– Used successfully in the commercial and public sectors it enables us to:
– Provide a fully evidenced assessment of the current state of your operations (an AS-IS Review);
– Provide fully evidenced findings and recommendations that work for you, enabling change-decisions that improve efficiency, effectiveness and profit;
– Provide a holistic, integrated design of the future of your operations built on the evidence(the TO-BE design);
– Develop fully evidenced Business Cases and recommendations;
– Deliver or assist with Implementation of the changes required to achieve the TO-BE;
– Provide facilitation to deliver new ways of working and process mapping.
– Note: The Sagaciti Toolkit™ is also available on licence.A Free Self-Assessment tool based on our Toolkit is available via ; http://sagaciti.co.uk/index.php/contact/subscribe-to-sagaciti-updates/
– Sagaciti Evaluations – We can provide academic evaluations, or our Sagaciti Hybrid Evaluation combining academic rigour with pragmatic and practical solutions that you can use in your world.
– Sagaciti Project and Programme Management – using Good Judgement Practically Applied™ we offer a bespoke service, based on the evidence, to provide sound recommendations, practical solutions and deliver outcomes.
– Leadership, Facilitation & Lecture Services – We utilise our considerable knowledge and skills to offer:
– Bespoke leadership programmes;
– Leadership support, mentoring and confidence building;
– Help to improve staff capability, confidence, effectiveness & outcome delivery;
– Independent facilitation, presentation and lecture services;
– We specialise in Leadership, Management, Desistance, Evidence-based policy making, and Strategic & Tactical command.
– Specialist Services – Our unique backgrounds mean we are able to offer niche services in regards to Strategic and Tactical Command (critical incidents, ‘Gold/Silver/Bronze’, firearms and public order through to command of the Olympic Torch), along with major & serious crime investigations (including homicide, homicide review, serious case reviews and crimes in action at PIP L3 and L4 experience).
We are always happy to talk about the challenges and issues you are facing and it costs nothing!
Please don’t hesitate to contact us and see how we might be able to help.
Teleopti, is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centres, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling with advance features to empower and engage employees.
Teleopti provides everything necessary to effectively manage staff, forecast demand, create schedules automatically, develop accurate and insightful reports, increase employee engagement and improve overall customer experience.
Teleopti WFM solution includes:
Scheduling and optimisation
Agent Competence Development
Reporting and performance
The latest in gamification
Cloud or on-premise
Available either on-premise or as a cloud based solution Teleopti has sophisticated mechanisms for managing many contact channels, media and skills, virtual contact centres and agents. WFM also serves as the hub for an organisation’s larger workforce optimisation strategy and Teleopti has the flexibility to manage that strategy.
Working with customers for continuous improvement
Perhaps the most important success factor for Teleopti is its relationship with its customers. The ability to work with so many industry leaders (within their respective fields) has been critical to the company’s continued development of innovative and problem-solving WFM solutions.
The latest release of Teleopti WFM is no exception. With the help of many of its customers, over 50 enhancements were made to the product, all born from customer feedback and insight. In the latest customer satisfaction survey 9 out of 10 customers stated they would recommend Teleopti to others.
Founded in 1992, Swedish-established Teleopti has customers in over 85 countries, offices in Sweden, United States of America, Canada, United Kingdom, Russia, United Arab Emirates, China, Germany, Brazil, South Africa, Malaysia, Finland and Norway – and a comprehensive global net
Webhelp UK is a customer solutions company, not a call centre
Of course we provide the sort of contact centre facilities you would expect from a major provider. You’ll be reassured to know we’ve got the people, the experience and the technology to deliver at the highest level.
Our starting point is to get to grips with the challenges you face. We’ll work with you to make sure you get exactly what’s right for your business.
A multichannel perspective It’s not all about calls. You’ll know yourself how other channels can influence people’s experience of your products or services.
So have you considered what people are saying about you on social media or how a mobile application could deliver your message? Could you be using the web to deliver customer experience, not just customer information?
We’ve thought about these things too, and we have some innovative solutions we’d like to share with you.
Proven methodologies When you make and take millions of calls each month, you’re bound to find out a thing or two about customer behaviour. The secret, though, is the way you analyse the data. A long time ago we stopped counting calls and started analysing customer behaviour.
This insight lets us get closer to the real issues that your customers face, and to deliver the best experiences for them. However, the main difference is that our way of working ensures we find the right solutions first time.
A partnership approach Our clients see us as their partner, and we agree. This means we’re prepared to share the risk with them on strategic projects. Whether your aim is to cut costs or increase revenues, we can offer you progressive commercial terms that will make the benefits of choosing Webhelp more compelling.
– We care about our people
So we have a comprehensive recruitment process, extensive ongoing training, a clear career path and great working environment. To us, it’s the only way to run a business. Great employees are like great customers – once they’re on board, it make sense to keep them.