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.