Agent Scoring

Agent Scoring

Aspect Software

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.

2 The Square, Stockley Park, Uxbridge, Middlesex. UB11 1AD
020 8589 1000
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Interactive Intelligence Inc

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.

Thames Central, Hatfield Road, Slough, Berkshire. SL1 1QE
+44 (0) 1753 418 800
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Business Systems

Business Systems is the UK’s largest independent provider of call recording and workforce optimisation technologies including quality monitoring, speech analytics, real time guidance and workforce management solutions.

With over 25 years’ experience, our clients benefit from our broad knowledge and expertise across multiple technologies and platforms and our understanding of the unique dynamics and drivers of the contact centre market.With an established history of service excellence, Business Systems has one of the largest and most experienced engineering resource bases offering expert guidance and support across single and multi-site requirements.

Working with customers to offer unbiased advice on ‘best fit’ solutions from industry leading manufacturers, our broad range of expertise covers: training, consultancy, systems design, implementation and ongoing service delivery and support.Our solutions today range from on-premise equipment to cloud based services for home worker and mobile environments.

462 London Road, Isleworth, Middlesex. TW7 4ED
0800 458 2988
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Eckoh plc

Eckoh plc engaging your customers through multiple channels, as well as running a contact centre, is a huge challenge.

Our automated customer self-service and payment solutions help organisations to focus on their core business, reduce operational costs and improve contact centre efficiencies.

Eckoh is the UK’s leading provider of multi-channel customer service and secure payment solutions.Eckoh has more years’ experience in designing hosted speech solutions than any other company in the UK. Certified Payment Card Industry Data Security Standard (PCI DSS) Level One compliant, we also offer the widest range of PCI DSS compliant contact centre solutions available on the market.

Our pedigree of cross-sector clients have all benefited from reduced operational costs and improved efficiency, enabling their contact centre to both protect against fraud and focus on more complex enquiries.

Telford House, Corner Hall, Hemel Hempstead, Hertfordshire. HP3 9HN
+44 (0) 1442 458 300
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Enghouse Interactive

Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The Company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact centre, attendant console, predictive outbound dialer, knowledge management system, IVR, and call recording solutions that support any telephony environment, on premise or in the Cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the Company’s international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ESL.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc Solutions, CosmoCom, Datapulse, IAT SmartDial, Safeharbor Knowledge Solutions, Syntellect, Telrex, Trio, and Zeacom. Enghouse Interactive delivers flexible and scalable solutions that will meet a company’s communications needs across their organization, including: multi-channel contact centers, IVRs, operator consoles, call recording and quality management, and integration & optimization solutions. Enghouse Interactive provides solutions that cover the entire spectrum of interactions, which include the following:

– Structured interactions are typically very well defined interactions that are transactional in nature. They are generally high volume, low value and are handled by call/contact centres.
– Unstructured interactions typically enter the organization through an operator or attendant and will require a more consultative approach to handle them professionally. The attendant/operator will use a variety of status and availability tools, such as calendar and various forms of presence information, integrated with a powerful directory, to determine how best to handle the call. Unstructured interactions will generally be lower in volume are often very high in value.
– Self-service interactions help optimize both the structured and the unstructured interaction management areas, helping companies achieve the right balance of customer service level, efficiency and cost

Progression House Turnhams Green Park Pincents Lane Reading, RG31 4UH
+44 (0) 118 943 9200
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Storacall Voice Systems Ltd

Storacall Voice Systems offer an innovative range of call recording and monitoring solutions to maximise performance, compliance, quality assurance and liability protection in large and small organisations alike.Storacall’s highly reliable cutting edge solutions include call and agent evaluation with coaching for small to enterprise level businesses who demand quality and reliability at the best possible price.

Storacall offer solutions for 1 to 100’s of channels covering multiple mixed and complex communications environments utilising TDM and VoIP. Storacall recorders have been developed in-house by Storacall’s development team and are field proven, reliable, flexible, scalable and cost effective.

All from a company which has a proven track record of over forty five years in the field.

Unit C1, The Dolphin Estate, Windmill Road, Sunbury on Thames, Middlesex. TW16 7HE.
01932 710 890
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Teleopti Ltd – UK & Ireland

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:

Staff forecasting
Scheduling and optimisation
Agent empowerment
Agent Competence Development
Intraday management
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

Chiltern House, Business Centre, 45 Station Road, Henley on Thames, Oxon. RG9 1AT
+44 (0) 1491 845315
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