The contact handling market space is estimated to be at nearly $30 billion dollars in the U.S., with several vendors offering hardware and software solutions. Some of the most cost-efficient and effective vendors and their respective solutions are detailed below.
There are plenty of accolades which indicate the efficacy of Contactual’s OnDemand Contact Center. Contactual earned the distinction of 2007 Best Communication Solution CODiE Awards finalist, won NetSuite’s 2006 Best Integrated Solution award and the Frost Sullivan 2005 Global Excellence in Technology Award, as well as TMC Labs’ Customer Interaction Magazine 2005 Innovation Award. An array of possibilities exist with OnDemand Contact Center, which manages customer interaction through multiple channels with features such as screen-pop and skills-based routing that increase productivity by making agents more effective. Other features, such as an expedient access to FAQs and CRM integration (which allows for a full history of a particular customer’s support requests) noticeably raise rates for case resolution. Specific applications for telesales and sales teams enable calls to be routed to those most likely to utilize prospect data for cross-selling and up-selling. Customers can interact with contact center automation experts by utilizing Professional Service capabilities, while SaaS versions of this solution allow customers to readily access a modern call center without maintenance and expensive upfront costs.
UCN’s flagship contact center solution, InContact, utilizes a VoIP network with a variety of hosted software applications to give users a scalable, cost-effective contact management product without cumbersome upfront costs or fees for upgrading and maintenance. Its scalability easily allows for the number of call center seats to increase or decrease on a monthly basis, while speedy integration processes enable call centers to be accessed without hardware within a day of purchase. InContact also provides for multi-site centers, permitting users to manage and connect multiple sites instantly, without utilizing valuable (and potentially costly) IT resources. Additionally, UCN’s Intelligent Network was specifically created to ensure reliability due to its fallover and redundancy.
Convergys’ Dynamic Decisioning and Customer Intelligence Solution offers a variety of services and operations to produce agent assisted customer interaction or self service. With a global operating model, consumer based analytics and tactics for program optimization, Convergys allows for personalization of customer contacts which enables users to make customer related decisions in real time. Convergys consultants are trained to apply unique customer data management processes to any particular organization via Convergys’ rules-based software engine, which have been known to lower call handle times 20 percent, increase call containment rates 20 percent, reduce overall costs and accelerate the rate of adoption for self service.