Call Center Software
One inbox hosts all email, phone calls and social media requests. Advanced reporting features allow companies to gain insight into customer service activity, helping to keep track of specific data related to support issues. The system includes 12 built-in reports, as well as an in-depth analytics dashboard.
inContact offers various call routing features, including IVR, CTI and ACD, as well as the workforce optimization capabilities: eLearning, Hiring and WFM, just to name a few. It offers rapid implementation with cloud-based solutions.
by Genesys | Interactive Intelligence
PureCloud Engage, created by Interactive Intelligence, is a call center solution for businesses of any size and in any industry. Among its modules are Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer, a mobile call center app, PBX, and more. The system can be deployed either locally on a server, or in the cloud, where sensitive company data can be stored securely and updated in real-time.
It offers IVR with speech recognition, multi-channel ACD, predictive dialer and customer relationship management (CRM) integrations. It also features integrated workforce optimization capabilities and built-in call recording, agent scripting and quality monitoring components.