Voting Closed in Our Technology Awards 2019!

This is your final chance to vote in our “Top 10 Contact Centre Technology” awards, with voting now closed

The awards give recognition to the best products on the market, and help contact centre managers make informed decisions about the technologies they invest in.

As our awards are voted for by our readers, the results are impartial and provide an accurate picture of the best products out there.

We have listed all of the nominated companies and their products below, together with brief details about each product to help you choose.

Here are the basic voting rules:

• You cannot vote if you are an employee or a distributor or an investor or have any other financial interest in the product.
• You can alert your customer base.
• All invalid votes will be discounted. Please make sure as well as clicking the logo you fill in your details to confirm your vote.
• Voting closes on – Friday 1st March.
• The winning product will be announced in late March 2019.

Products Shortlisted (in alphabetical order)

Company: Aspect Software

Product Name: Aspect Via Customer Engagement Centre

Brief overview of product: Managing customer engagement in an efficient, cohesive manner can bring a number of headaches to businesses.

Aspect Via aims to reduce these difficulties and bring peace of mind to business leaders, by offering a complete solution that unifies the various elements of the customer engagement process. This enables organisations to eliminate the need to devote large amounts of time and money to maintaining the many different touch points that feed into an organisation’s wider customer service estate.

In an era of omni-channel shopping, being able to do this effectively is crucial.

Key features of the product include:

• Truly omni-channel: Aspect Via offers customers a seamless cross-channel experience, which means they can choose whichever channel suits them and expect the same positive results
• Call centre agent empowerment: thanks to the implementation of a suite of intuitive, modern technologies, agents are able to serve customers in a highly effective and efficient manner
• Setting the standards in self-service: Aspect Via supports a range of self-service options, including chatbots and interactive voice response
• Workforce management: the challenges of managing employee availability, performance and engagement are greatly reduced thanks to the presence of comprehensive workforce optimisation tools

Aspect Via also embraces the flexibility, scalability and continuous delivery offered by Amazon Web Services (AWS) cloud services and infrastructure. This means that organisations benefit from the cutting-edge characteristics present in AWS architecture, including virtualisation techniques such as Virtual Private Cloud (VPC), Relational Database Service (RDS) and Amazon S3 storage.

What are the Unique Selling Points of the product?

Unique capabilities

Aspect Via is the only customer engagement platform with native interaction management, workforce optimisation, interactive voice recognition and self-service capabilities rolled into a single solution. This makes it unique in the sense that it can cover an exceptionally wide range of customer service requirements and responsibilities, bringing much-needed efficiency and cutting out the challenges attached to more loosely integrated solutions.

Maximising the potential of cloud

Aspect Via’s cloud-based nature also makes it hugely powerful in making a difference to the modern customer-centric business. Given the diverse needs and varying behaviours of the modern customer, it is important to be agile when it comes to customer engagement. Being based in the cloud means that Via solutions are able to evolve at a rapid pace, and continuous delivery means that high performance can be guaranteed at any time of day – especially important given the popularity of online and mobile shopping.

Automated reporting as standard

As well as its agility and flexibility, Via comes with in-built reporting and analytics capabilities, enabling straightforward monitoring and evaluation of customer interactions, and helping organisations to be proactive in their efforts to drive a positive customer experience. This is a key area in which businesses can stay one step ahead of their competitors: if you can use data to analyse and predict future customer behaviour, the long-term results can be hugely significant.

A proven track record

Finally, Aspect Via has been built based entirely on proven technology from Aspect’s portfolio, meaning that its very foundations are rooted in past success. Via® brings all of these technologies together into one integrated solution, enabling organisations to truly break new ground in their customer engagement capabilities.

Approx. number of UK customers using the product:  The solution is currently being used by five UK companies and their contact centres.

Typical customers: Some of the customers currently using Via include:

• The Open University
• Barclays
• William Hill
• Skybet
• Shop Direct

Typical price for a 100 agent solution: RRP is £149 per agent per month, based on a 36-month signup.

Company: Sabio

Product Name: Bright Navigator

Brief overview of product: Bright Navigator provides companies with the ability to capture VOC feedback at all parts of the customer journey which is used to drive operational performance, improve service levels/satisfaction metrics (NPS, CSAT, CES) and helps engage the frontline workforce. It measures continuously; providing real time insight into what customers think and why.

On average clients increase customer satisfaction and NPS scores by 20% after the first three months of deployment.

What are the Unique Selling Points of the product? 

Linking Performance, Employee Engagement And Voice Of Customer

Bright Navigator introduces industry first technology allowing clients to find links between three areas: Customer feedback, Employee Engagement and internal performance metrics giving a unique holistic view of their business areas.

The tool can be deployed to collect transactional, relational and ‘always on’ customer-initiated feedback measuring the end to end customer experience. Not only is the tool quick to deploy it also comes with inbuilt technology allowing clients to no longer guess how metrics affect each other. Using the correlation tool embedded in the software, companies can find (often counter intuitive) links between e.g. service levels and customer satisfaction, productivity metrics and employee satisfaction, employee engagement and conversion rates. Bright Navigator provides a user-friendly interface for both management and team members allowing them real-time access to customer feedback.

In addition, clients have a senior consultant dedicated to their account providing quarterly workshops analysising the collected data and offering an outside lens to the findings along with experience of working with numerous brands across the UK.

Other key features include:

• Instant customer feedback – Customers are surveyed seconds after the interaction. The results are fed back both to frontline operatives (creating a self-developing solution) and other departments (decreasing complaints and detractors).
• Alerts and action management – Enables the customer service teams to become a true real time information hub by proactively sharing insight on broken processes, customer dissatisfaction and sales/marketing opportunities.
• Employee engagement – Measured and benchmarked giving clients actionable feedback on how to drive engagement and where.
• Verbatim categorisation – All customer comments are transcribed in real time and categorised by theme and sentiment
• Text Analytics – Our text analytics dashboard shows you at a glance what your customers are talking about without the need for manual data mining. It takes moments to create word or phrase clouds and filter these by score to identify key ‘promoter’ or ‘detractor’ topics.
• Reporting – Ensuring stakeholders and senior management are kept informed of how your customers are feeling is essential when driving customer satisfaction. Our Reporting Module can help you to do this and to ensure you continue to work to a common goal.
• Coaching Tool – Allowing managers to utilise performance, Voice of Customer and Voice of Employee data to better inform training needs and engage front line teams.
• Performance – Viewing your statistics in isolation? Import nearly any of your Contact centres most important KPI’s such as ACW, Absence, calls handled to see this easily alongside your CSAT and EE scores for coaching and performance measurement
• Matrix – Use any two Navigator measures to quickly and simply correlate your results for super-fast feedback on your strengths and weaknesses at any level of the business
• Wallboard compatibility – Present your CSAT scores on a screen in your Contact centre so you and your team can track performance and know when to step up or pat yourselves on the back
• Poll data in various methods –Via agent led, via FTP real time API or our customer initiated social tool, Get your data to us your way with multiple polling methods.

Approx. number of UK customers using the product:  50

Typical customers: TUI, Coop Insurance, Addison Lee, Which, The White Company, Domestic & General, Medway Council, Network Homes, Shop Direct, South West Water.

Typical price for a 100 agent solution: £2,500 per month

Alert Script

CSAT

Company: 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.

Company: 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

Call Playback enriched with Clarabridge NLP engine

Agent Coaching Playbook

Company: 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

Company: Diabolocom

Product Name: Diabolocom

Brief overview of product: Diabolocom offers an augmented customer interaction platform, for customer services and sales teams.

Augmented interaction refers to the ability to personalize the customer journey in real time, using all the data available in the company, particularly through native integration with CRMs.

Our solution also provides agents with the most accurate information in order to process customer requests in the most efficient way possible.

It also offers the ability to deliver proactive customer services and smart outbound calling for sales, by dynamically creating campaigns from 3rd party systems, using APIs.

What are the Unique Selling Points of the product?

1. Seamless integration – the open architecture of the Diabolocom product means it not only offers simple and smooth integration with the leading CRMs on the market as well as inhouse CRM programs, but it can easily integrate into any complex IT environment via APIs. The ease of integration makes it possible for Diabolocom clients to enhance their customer experience through delivery of a personalised service using the CRM system and by allowing the incorporation of other partner functions including AI. The Diabolocom solution offers unlimited flexibility making it an intuitive solution that can easily interface with existing telephony and inhouse systems.
2. Simplicity – The agility of the Diabolocom solution means there is no need for IT expertise when completing day to day maintenance and tasks – for example an IVR can be set up in minutes and easily personalised with company logos and information.
   The Diabolocom drag-and-drop designer makes it incredibly simple to set up a new call flow, make amendments, add new prompts, text-to speech, callback options, and data queries – all of which can be done within minutes.
   The Diabolocom Unified Desktop allows agents to make and take calls, reply to emails and SMS messages, engage in web chats, and handle social media interactions, all from one place offering ease of use and reduced opportunity for error.
3. Flexible pricing model– The Diabolocom pricing structure offers a simple pay per use model that ensures clients only pay for the volume they use. This offers the highest level of flexibility and avoids rigid pricing in pay per seat models.
4. The Diabolocom approach – The Diabolocom approach is to provide clients with a partner rather than a vendor. Diabolocom invests in getting to know its clients personally offering a bespoke service with a thorough understanding of the clients needs.
5. A total solution – Diabolocom is not only a software developer but also a telecom operator. This enables Diabolocom to not only deliver a market leading product but also to provide the host. The flexible solution also offers the freedom to use another host if this is the preference.

Approx. number of UK customers using the product: 

6 contact centres, for more than 300 agents.

Worldwide, Diabolocom has more than 250 customers for more than 15 000 agents.

Typical customers:  The Diabolocom product is not limited by sector and comfortably supports a wide range of clients across various industries.

The solution is currently deployed mainly in the European market and caters well for the small-mid range contact centres of up to 500 seats typically found in this region, although thanks to the agility of the software it is fully scalable and not limited by the number of seats.

Diabolocom supports more than 250 clients. Clients are represented across a variety of vertical sectors including Retail, Ecommerce, Automotive, Tech, Finance, Leisure, Transport and Environment.

Current clients include:

• Mantrac (Caterpillar)
• Photobox / Moonpig
• Essilor
• Dekra
• Galeries Lafayette
• Carrefour
• Decathlon
• Smartbox

Typical price for a 100 agent solution: £ 5,000 per month (this is an average depending on the volume of calls)

Company: Plantronics

Product Name: EncorePro 700 Series

Brief overview of product: The EncorePro 700 USB Series is a fully integrated audio solution that enables users to focus on every conversation with all-day comfort, built-in call control, advanced audio processing and an enhanced noise cancelling microphone. EncorePro 700 Series headsets are also future-ready with intelligent calling features and VoIP-optimised functionality to help organisations maximise the returns on softphone investment.

What are the Unique Selling Points of the product?

• Over-the-head Binaural or Monaural preferences for the wearer, packaged in soft leatherette earpads and an ultra-lightweight design making it ideal for lengthy or complex calls
• Extendable boom means users can adjust the microphone so it is in the best position for them to maintain customer call quality
• Designed to withstand everyday bumps and knocks, with Quick Disconnect so users can walk away from their desks without having to take off their headsets
• Future-ready with intelligent calling features and VoIP-optimised functionality to help maximise the return on investment for continued growth in multi-channel contact centre

Approx. number of UK customers using the product: More than 500 public and private organisations throughout the UK&Ireland. Many thousands worldwide

Typical customers: Public and private sector organisations of all sizes including the likes of Dixons KNOWHOW, HMRC, University of Liverpool, MoneyPenney, Santander, Centrica and Get Connected

Typical price for a 100 agent solution: Average price: £10,000 via a Plantronics Authorised Partner

Company: 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.

Company: InVision AG (injixo is a product of 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: https://www.injixo.com/uk/pricing

Company: Jabra

Product Name: Jabra Engage series

Brief overview of product:  Jabra Engage series was launched in April 2018 and is engineered to be the world’s most powerful professional wireless headsets.
The headset that boosts customer satisfaction.

Industry-leading wireless performance. Better customer connections.
Provides superior wireless connectivity to a range of 150 metres enabling 3x more users in the same office space – with no loss in connection quality. Work away from the desk and still maintain a connection that won’t let you or your customers down.

Crystal-clear calls. Enhance the customer experience.
Advanced noise-cancelling microphone and enhanced speakers deliver crystal-clear calls even in noisy offices. Meets Skype for Business Open Office requirements.

More talk-time, less interruptions. Increase productivity.
With all-day battery life and a busylight that acts as a do-not-disturb sign for colleagues.

Any call, from any device. Increase availability for calls
Connect to up to five devices simultaneously, increasing your team’s availability for customer calls. Can connect to deskphone, softphone, analogue phone and 2 Bluetooth devices.

Choice of wearing styles. Support different workstyles
With stereo, mono and lightest-in-category convertible models, there’s a Jabra Engage for everyone.

What are the Unique Selling Points of the product?

115,400 hours of engineering across 40 dedicated R&D resources leading to 4 new patents

• Freedom: The wireless technology in Engage 65-75 is DECT
• Freedom: Engage 65-75 convertible is the lightest convertible in the category weighing 18 grams
• Conversation: Engage 75 can connect to up to five different phones simultaneously, more than any in the category
• Conversation: Engage 65-75 features DECT Secure Level C, including an improved 256 bit AES encryption of the wireless signal, to ensure all conversatioons are secure
• Conversation: Engage 65-75 mono/stereo are first in category to be certified for Skype for Business Open Office requirements
• Conversation: Engage features Intelligent Volume Control for improved all day listening
• Conversation: Engage 65-75 features emergency charging to never miss a call and provides user hearing protection via its EU Noise-at-Work compliance

Approx. number of UK customers using the product: 

20+ U-based contact centres currently using Engage series
Ranging in size from 50 agents to 500+ agents

Typical price for a 100 agent solution:

Jabra Engage 65 Stereo – 100 user deployment: £29,900 MSRP
Jabra Engage 75 Mono – 100 user deployment: £32,450 MSRP

Jabra Engage 65 Stereo docked

Jabra Engage 75 Mono docked

Company: 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

Company: Natterbox

Product Name: Natterbox

Brief overview of product: Natterbox delivers a Cloud Telephony Platform, operating as both a Cloud Software Vendor and a full Telecommunications provider. Natterbox is unique as the world’s 1st and only end to end telephony service to run 100% inside the Salesforce platform, enabling customers to mix Salesforce and non-Salesforce users, desk-phones, soft-phones, web-phones and mobiles all within one system.

Natterbox empowers businesses to use live CRM data to deliver personalised, shortened phone journeys, with high call quality, around the globe.

Natterbox is an app, which is fully downloadable through the Salesforce AppExchange, offering a number of modules including Contact Centre, CTI, PBX, Call Recording, Phone Numbers, Insights and PCI Payments.

Natterbox owns its own Cloud IP, including Cloud PBX and the pure cloud solution supports customers in offering exceptional customer experience, whilst improving productivity with actionable business intelligence.

What are the Unique Selling Points of the product? 

Natterbox delivers the tightest, seamless integration to Salesforce of any telephony provider, globally. Natterbox has continued to innovate and extend its Salesforce unique value in the past year, including delivering the world’s 1st Computer Telephony Integration with Salesforce Communities.

Natterbox allows customers to simply manage their own telephony, all through their familiar Salesforce interface, allocate new phone numbers, configure call routing and all other needs. The transformational change Natterbox brings, enables the telephony experience to be totally personalised, based on live customer data and empowers business users to adjust their telephony for both their own users, as well as their overall customer experience in real time.

Customers report: “The customer experience has improved since we deployed Natterbox, which results in higher conversion rates and higher sales” and “Natterbox increased agent productivity by 80% which is incredible”. The Natterbox cloud telephony system removes complexity for customers, allowing them to deploy configure and manage a phone system easily, without complex and costly vendor certification training and with greater customer personalisation than ever before, in a dynamic fashion. It also delivers greater value to everyone maintaining their CRM data accurately.

As Natterbox’s platform is home-grown and software-based, the company has the ability to change and add to its capabilities in response to customer and market demand easily. The flexibility of the platform means that it works across any size company and can be easily scaled should the company expand.

Natterbox is a registered Telco provider, removing the need to work with 3rd parties – you have one point of contact for all areas of the solution including the phone line. This offers companies the complete telephony experience, ensuring call quality wherever you are in the world. Enabling you to expand globally and deploy a phone system in a matter of days. No hardware, no software – 100% Cloud.

Approx. number of UK customers using the product:  200 Contact Centres – 5500 Users

Typical customers: 

• Groupon
• Volvo
• Virgin Wines
• Urban Massage
• Canada Life
• Legal & General

Typical price for a 100 agent solution: £54,000 p.a.

Company: NICE Nexidia

Product Name: Nexidia Analytics

Brief overview of product: Nexidia Analytics provides a hosted, managed program that ingests data from all interaction channels (voice, text, chat, e-mail, surveys, and more) and makes 100% of the data available for analysis. With its Neural Phonetic Speech Analytics engine, Data Exchange Framework, and Search Grid technology, Nexidia taps into the treasure trove of customer data with unmatched speed. Insights gained from Nexidia Analytics helps businesses deliver a best in class customer experience, and has delivered significant ROI to enterprises time and again for over 15 years.

What are the Unique Selling Points of the product? 

• Complete customer sentiment analysis – Nexidia Analytics’ sentiment model uses words and phrases, pitch, tone, cross-talk, and laughter to measure sentiment on 100% of interactions.
• Flexibility – NICE Nexidia ensures results from analytics are available for any type of downstream analysis.
• Hosting – NICE Nexidia’s private cloud is tenanted per client, and PCI, HITRUST, and ISO compliant for data privacy and protection.
• Low total cost of ownership – Efficiencies in neural processing provide a greatly reduced hardware footprint, while cloud adoption removes the hardware need entirely.
• Managed Analytic Services – NICE Nexidia’s Managed Analytics Services leverage experience and knowledge to ensure fast and reliable outcomes.
• Omnichannel – Nexidia Analytics provides the most comprehensive view of customer interactions no matter what channel.
• Outcomes based – NICE Nexidia partners with customers and focuses on business outcomes rather than software inputs.
• Robust enterprise reporting – Nexidia Analytics’ reporting and analysis features deliver the business intelligence capabilities the business needs to support the monitoring, reporting, and analytical needs of every user across any organization.
• Scalability – Nexidia Analytics is over 50 times more scalable than alternatives.
• Speed and accuracy – NICE Nexidia’s deep learning neural networks give unparalleled speed and accuracy.
• Unbounded search – Nexidia Analytics allows for unlimited categories and reprocessing.
• Workflows – Nexidia Analytics provides easy to use workflow management that automates review processes and call queues, shortening the time to action on customer interactions.
• Part of the Customer Engagement Analytics Framework: Nexidia Analytics is the core of the NICE Nexidia business analytics offering , but can be expanded into IVR Optimization and Customer Journey Optimization.
• Part of the NICE Enterprise Porfolio: The investment in Nexidia Analytics is just the beginning. Nexidia powers solutions across the entire NICE portfolio, such as Quality Central, Satmetrix Voice of the Customer, NICE Performance Management, Robotic Process Automation, and Compliance Center. As business needs grow, NICE and NICE Nexidia can provide solutions.

Approx. number of UK customers using the product:  Nexidia Analytics is installed in 40+ accounts in the UK, representing close to 50% of the market share.

Typical customers: 

• AIG
• Barclays
• BT
• Capita
• Convergys
• Equiniti
• FCA
• HSBC
• Lowell
• RBS
• Shop Direct
• TalkTalk

Typical price for a 100 agent solution:  Roughly USD $200K for software + maintenance, not including hardware costs for on premise solutions. For cloud solutions, hardware cost is not incurred.

Company: NICE LTD

Product Name: NICE Satmetrix

Brief overview of product: NICE offers an industry-leading, multi-tenant cloud customer feedback management software: NICE Satmetrix. The application provides a uniquely comprehensive view of the customer experience across all touchpoints and functions, delivering both breadth and depth. Using NICE Satmetrix software, companies can collect omnichannel feedback from customers; access automated, comprehensive analytics for data, speech, and text; deliver robust reporting and alerts throughout the organization; and drive and track responsive action.

What are the Unique Selling Points of the product? 

In 2017, NICE acquired Satmetrix, a Voice of the Customer (VOC) pioneer and co-creators of the Net Promoter Score (NPS). The acquisition and the resulting integration with the NICE portfolio means that NICE Satmetrix combines and analyses more forms of customer feedback and insight than any other solution, and has more ways to distribute the insights to employees in many roles throughout the organization. It also makes NICE Satmetrix the ideal fit for any company with a contact centre due to easy integrations and access to deep operational expertise.

NICE Satmetrix drives success for customers on two key axes: a complete view of the customer experience and deep organizational enagement with customer experience improvements.

Customers build a complete view of the customer experience by:

• Collecting analysing omnichannel direct customer feedback, using our self-service capabilities to author, test, refine, and outcast surveys via channels including IVR, SMS, email, and web.
• Incorporating indirect customer feedback via insights from recorded service calls, chat transcripts, social media and review sites, and any desired stream of text of speech. Automated tools extract insights and easy integrations enable real-time data streams.
• Extracting insights and enabling business-focused segmentation via integrated operational data flows.

Customers drive organizational engagement by:

• Transforming comprehensive data collection into sophisticated, automated analysis using a wide range of configurable charts, graphs, and dashboard.
• Delivering a flow of role-targeted, real-time data that drive engagement and trust.
• Creating role-specific dashboards and reports using a library of templates that can be infinitely configured to meet particular business needs.
• Integrating to other business systems to deliver targeting insights by role and scope of responsibility within system in daily use, such as case management or sales systems.
• Automating reporting throughout the organization, to any role, with alerts, emails, and integrations with other business systems. Alerts can be triggered based on any combination of specific feedback, respondent identity or value, keywords, metric thresholds or changes, and custom criteria.
• Configuring workflows that follow up on customer feedback or changes in customer experience metrics to accommodate business needs and account for variations in customer value and case severity.
• Tracking changes in customer experience metrics.

NICE Satmetrix stands out in in many areas including:

• Ability to play the recording of a service call directly from the page displaying survey results, with a single click. This allows for easier review of the experience and related feedback, resulting in more effective service recovery, deeper insights, and improved agent training.
• Advanced analytics for any stream of text or recorded speech, using proprietary technology to transform speech to text and extract insights using tuneable algorithms.
• Bi-directional integrations with other business systems using a range of techniques that suit any use case.
• Deep integration of domain expertise, drawing on years of benchmark data and implementation experience, reflected in certified question sets, pre-configured templates, and built-in best-practice training and program assessment and guidance.

Approx. number of UK customers using the product: More than a dozen of our customers have UK contact centers, with the number of agents ranging from 100 to 5000.

Typical price for a 100 agent solution: We don’t enclose this information

SMX_Account Manager Performance

SMX_Support VP Overview

Company: 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.

Agent View

Supervisor View

Company: 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.

Company: Rostrvm Solutions Limited

Product Name: rostrvm

Brief overview of product: Rostrvm Solutions is a British software company and an innovator in next generation customer contact, with over 30 years’ solid experience in the marketplace. rostrvm software is a tried, tested and trusted multichannel solution and enables efficient contact management and customer engagement. It can be tailor-made or used straight out of the box and hosted on-site, in the cloud or as a hybrid deployment.

As an omnichannel solution inbound, outbound and blended, rostrvm helps contact centres provide a faster, integrated service, which improves the experience for customers – and staff.

What are the Unique Selling Points of the product?

A British-made product

Being designed and developed in the UK means that rostrvm users know they can enjoy decent support, which is quickly available from our expert Rostrvm Solutions team. It also ensures that the rostrvm offering isn’t impacted by global events in the way larger, international companies can be.

Provides choice to customers

rostrvm software is so robust and yet it’s totally flexible. It can be hosted on-site, in the cloud or as a hybrid deployment, to suit the needs of any business.

Overlays existing systems, no need to integrate

As rostrvm overlays existing systems and works with legacy architecture, customers can either start from scratch or build on what they already have. It’s therefore cost-effective and minimises risk for stakeholders.

All you need is rostrvm; now and in the future

rostrvm offers a ‘one-stop-shop’ of enterprise-standard, flexible, scalable and reliable tools. Customers can use as many rostrvm functions as required at any time; they can scale up or down and test business ideas as the needs of the business change. This makes it future-proof and provides excellent value for money.

Easy to use and optimises operations

We have been told by our customers that rostrvm is easy to use and intuitive, so that they can support their contacts well at all times, regardless of the channels used inbound and outbound.

rostrvm integrates with CRM software, including Salesforce and MS Dynamics, and its Desktop Optimisation tools streamline systems and provide faster access to apps.

Intelligent and proactive

rostrvm’s next generation technology solves business challenges such as call volume to staffing ratios and enables contact centres to use automated diallers and be proactive. With Precision Contact they can reach people at the right time with the right message outbound.

Using rostrvm’s powerful analytics systems, staff can really reap the benefits of fusing tech with people. Real-time and historical performance metrics are easy to read and ensure staff are fully informed before making adjustments in service, such as using channel shift and blending.

Another benefit is that staff can analyse ‘dark data’, which may be hidden in silos across the business, that could be a goldmine in helping to provide a more personalised customer experience.

Ensures quality and compliance

rostrvm call and screen recording features allow businesses to ensure quality and compliance standards are being met – and help in the training of staff.

Approx. number of UK customers using the product: Approximate number of UK customers using rostrvm: 80

Typical customers: RAC, Aviva, Admiral, Shop Direct, Wasps and Ricoh Arena, Anglian Home Improvements, Yorkshire Purchasing Organisation (YPO), BPHA (Housing Association), Home Emergency Assist, BH Live, Midland Heart, Kirklees Neighbourhood Housing, Dudley Metropolitan Borough Council, Bedford Insurance, Bouygues Energies & Services, XLN Telecom, Hertfordshire Partnership NHS Foundation Trust, St Helens Council.

Typical price for a 100 agent solution: £6,000 per month as a Cloud service.

Company: Scorebuddy (Sentient Solutions Ltd. – Trading as 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

Agent Engagement Tool

Scorecard Builder Tool

Company: 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, https://www.talkdesk.com/customers/

Typical price for a 100 agent solution:

Professional Edition: $65 per user per month
Enterprise Edition: $125 per user per month

Company: NICE LTD

Product Name: Workforce Management

Brief overview of product: AI based long term planning, AI based adaptive talent acquisition, AI based forecasting, Machine Learning based scheduling and powerful/flexible intraday management

What are the Unique Selling Points of the product? 

NICE has infused AI technologies throughout the entire product set simplifying usage and increasing accuracy by as much as 10% over traditional modelling techniques.

Inclusion of a predictive hiring solution that increases “right” hires thus improving service performances and reducing attrition.

New Enhanced Strategic Planner for long term capacity planning with extensive modelling and easy to use interface on any device.

Employee Engagement Manager for powerful rules engine to optimize staffing levels for the entire schedule as well as tools to empower agents to become partners who engage in the scheduling process rather than just recipients of a schedule

Approx. number of UK customers using the product: NICE have over 60 Customers in the UK using all or part of the WFM suite. 0ver 40000 seats.

Typical customers: Telcos, Financial, Utilities and BPO’s are amongst our customer base

Typical price for a 100 agent solution: We don’t enclose this information

WFM eem phone

WFM ML Setup

The last awards in 2018 were won by Scorebuddy. https://www.callcentrehelper.com/call-centre-software-2276.htm. In 2017 they were won by NewVoiceMedia. In 2016 the awards were won by Scorebuddy. In 2014 mplsystems won. Datasquirt won in the 2011 awards and were purchased by LiveOps soon after, and RightNow Technologies won in the 2009 awards and were subsequently purchased by Oracle.

Voting now closed – winners will be announced in late March 2019.