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Amazon Chime

Amazon Chime is designed to help you run productive and efficient online meetings from your mobile device or your desktop. Meetings start on time, they’re easy to join with a single tap or click, the visual roster shows who is participating, and anyone can mute background noise. It’s easy to participate, and you can join from anywhere. VIDEO CONFERENCING Amazon Chime allows you to conduct video conference calls with a single tap or click. You can use video conferencing for up to 16 people on your desktop, or 8 people on mobile devices, with easy-to-see video tiles displayed on your screen. Chime in to conversations and focus on the discussion. With high-quality wideband audio and high-definition video you can focus on your meeting instead of straining to hear what is being said. CHAT Amazon Chime allows you to chat with people, inside or outside your organization. You are notified when you have new messages, and you can see when your sent messages have been sent, delivered, and read. You can chat with just one person, or in a group, and you can share files instantly by simply attaching them to the conversation. Your chats are automatically synchronized across your devices, and your chat history is searchable. CHAT ROOMS Amazon Chime allows you to create Chat Rooms to easily bring groups of people together to work on projects. @Username mentions allow you to alert the right people in the room, and you can share files by simply attaching them to the conversation. Chat Rooms are available on all your devices, and chat history is searchable. Developers can configure their applications to use incoming webhooks to post messages into Amazon Chime chat rooms as soon as updates occur. This enables Amazon Chime chat rooms to become a central hub for real-time team collaboration where participants can be more responsive to messages from important applications, as well as respond to messages from each other. SMART PRESENCE Amazon Chime uses smart presence to indicate your status, where green means you’re available, and red means you’re busy. You can also manually set your presence to indicate that you’re not available, or hide your presence status entirely. DRAG, DROP AND SHARE YOUR FILES Amazon Chime allows you to share files instantly by simply attaching them in a meeting, a chat, or a chat room. Files are sent securely, and recipients can save them to their device. Security and control Amazon Chime is a fully managed unified communications service that runs securely on the AWS Cloud. With Amazon Chime, IT administrators don’t need to deploy and maintain complex infrastructure and software, and don’t need multiple communications solutions. Amazon Chime offers pay-as-you-go pricing, with no upfront investments, and costs a third of the price of traditional unified communications services. SECURITY Amazon Chime is an AWS service, which means you benefit from a data center and network architecture built to meet the requirements of the most security-sensitive organizations. In addition, Amazon Chime features security capabilities built directly into the service. Messages, voice, video, and content are encrypted using AES 256-bit encryption. You can log, continuously monitor, and record account activity related to actions taken in the Amazon Chime console, using AWS CloudTrail. The visual roster makes it easy to see who has joined the meeting, and meetings can be locked so that only authenticated users can join. END USER MANAGEMENT Amazon Chime allows you to claim your domain for use with Amazon Chime, which means that all Amazon Chime users using an email address in your domain are automatically added to your Amazon Chime account. This makes it easy for you manage users in your organization, and centralize how you pay for the service. You can also use your existing corporate Microsoft Active Directory to manage and authenticate users. This allows your end users to log in with their corporate username and password, and for you to maintain your policies for user credentials. ADMINISTRATION Amazon Chime offers an easy-to-use administration console, where you can add and remove users from your organization, manage their Amazon Chime subscriptions, and perform basic end user support tasks, such as assigning new meeting PINs.
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Avaya Aura® Call Center Elite Multichannel

Avaya Aura® Call Center Elite Multichannel is a Microsoft Windows-based software suite. Companies can use this software suite to turn one-dimensional call centers into powerful multimedia contact centers. Call Center Elite Multichannel uses the phantom call capability of Communication Manager by which customers can make contact through phone, email, text message, or instant message. Whether your customers communicate on mobile, emails, or chat, their communication is routed by identifying the agent using a phone call. The emails, SMS, or chat messages are then directly forwarded to the agent identified using this call. The agent can also reply using the same method of communication. Easy to implement and simple to use, Call Center Elite Multichannel also delivers: • Out-of-the-box desktop applications for supervisors • Framework applications including intelligent routing, interaction data, and centralized configuration • Automated or agent-initiated outbound preview dialing • Powerful application development tools for complete customization and integration • Simple and fast wizards for desktop screen pop-ups and routing rules The Call Center Elite Multichannel multimedia technology uses the phantom call capabilities of Communication Manager to deliver non-voice work items to contact center agents. Phantom calls are generated using the Computer-Telephony Integration (CTI) application. This application has no physical station as an originating point. The multimedia suite blends emails, SMS, and web-based customer inquiries with inbound calls.
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Avaya Aura® Communication Manager

The Core of Your Unified Communications and Collaboration Solution
  • Start your move to unified communications and collaboration with Avaya Aura® Communication Manager. Voice, video, messaging, and customer contact applications converge on a single network, to spread intelligent and flexible communications throughout the organization.
  • Enable employees to take care of business more easily and quickly—because your staff at headquarters, remote branch offices, and on the road will all be using the same enhanced communication capabilities.
  • Extend conferencing, mobility, video, and collaborative applications to everyone in your organization. Avaya Aura® Communication Manager adapts to SIP, H.323, digital, and analog. And this means your current network won’t stop you from moving to unified communications and collaboration.
• Communicate and Collaborate with Anyone, Anywhere. Extend your collaborative communications across time zones and regions to mobile phones, conference rooms, contact centers, and more. • Reliability at Your Fingertips. All communications are consistent and reliable with configurable redundancy, virtualization, and fault tolerance. • Designed for IT and Employees. Common capabilities, features, applications, and administration make learning easy for IT and employees while reducing the cost of ownership.
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15
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Avaya Aura® Communication Manager, Avaya Aura® Experience Portal, Avaya Aura® CALL CENTER ELITE

Avaya Aura® Call Center Elite - решение для контакт-центров, интеллектуальная персонализированная маршрутизация позволяет направлять клиента к наиболее компетентному специалисту Avaya Aura® Communication Manager - Единый источник голосовой связи, видеосвязи и возможностей для совместной работы Avaya Aura® Experience Portal - унифицированная многоканальная система голосовой связи и самообслуживания
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14
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Avaya Aura® Experience Portal

Give Your Customers an Experience That No One Else Can
  1. Engage with your customers when and where they want on the devices of their choice. Every customer interaction holds the promise of making a positive impression and advancing your competitive advantage.
  2. Connect with customers in new ways, taking advantage of all the popular channels available with Avaya Aura® Experience Portal—including mobile, voice, video, email, and SMS text.
  3. Orchestrate a personalized interaction with each customer. Even when you have hundreds, thousands, or millions of customer connections, you can design and manage all the different interactions from a single multichannel application platform.
  4. Be as mobile as your customers. Deliver a seamless, persistent customer experience with mobile capabilities. Dynamic menus let customers check order status, connect with tech support, talk to a live agent. Customers hear estimated wait times and the option to receive a return call. Full context is provided to the agent, so the agent is always prepared to assist customers.
  5. Support self-service consumers through low-effort apps. Deliver contextual information to an agent so a customer can easily transition from one channel to another. Your agent sees all information that the customer already provided.
• Give Customers the Freedom to Choose. An omnichannel customer experience lets customers use their favorite channels and devices to connect with your agents. Give them options to connect by phone, mobile, email and SMS services. • Personalize Your Customer Interactions. Give your customers powerful, unique service experiences with multi-party conferencing, intelligent routing, and pre-identified customer preferences. • Upgrade Customer Experiences Without Upending Your Infrastructure. Your infrastructure investment is safe. Let customers have the experiences they crave by adding a standards-based platform that integrates with your existing infrastructure.
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Cisco Packaged Contact Center Enterprise

Packaged CCE is a predesigned deployment model of Cisco Unified Contact Center Enterprise. With Packaged CCE, businesses can enjoy the advantages of a smaller hardware footprint and reduced time to install and configure. Key differentiators of Packaged CCE are its simplified management interface and workflows, which provide a fast, efficient user experience for contact center agents, supervisors, and administrators. Packaged CCE is an open platform by design and provides a variety of open interfaces for custom integrations. Packaged CCE includes a comprehensive feature set out-of-the-box from the following industry-leading products:
  • Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)
  • Cisco Unified Customer Voice Portal (for speech-enabled self-service)
  • Cisco Unified Intelligence Center (for comprehensive reporting)
  • Cisco Finesse web-based agent/supervisor desktop
Key media capabilities of Packaged CCE include:
  • Support for inbound and outbound voice
  • Built-in email and chat
  • Social media customer care
  • Support for inbound video
  • Audio and video recording
  • Powerful application programming interfaces for integrating task and outbound routing
Packaged CCE's usability advantages include:
  • Blade server support
  • Web-based administration
  • Simplified log collection and trace level management
  • Built-in real-time system health check
  • Live data real-time reporting
Business benefits of Packaged CCE include:
  • Enhanced customer experiences through all contact channels
  • Optimized engagement with mobile and video callers
  • Cost reduction by using your existing communications infrastructure
  • Increased employee productivity and lower support costs
  • Flexible addition of new capabilities through standard web APIs
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20
8
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deepASR®

Сегодня наш двигатель отличается распознаванием 11 языков, включая английский (США, Канада, Великобритания и Южная Африка), испанский, русский, польский, румынский, казахский, украинский и греческий.

Благодаря запатентованному методу обучения и настройки Omilia, deepASR® способен достичь уровня ошибок Word менее половины унаследованных поставщиков услуг.

Для всех основных языков Omilia предлагает адаптированные акустические и языковые модели, которые охватывают акценты и диалектические вариации внутри страны.

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1
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deepNLU®

Функции deepNLU®:

  • Контекст с сохранением памяти Делает заключение из речи на основе сказанного ранее
  • Динамическое выделение Многоуровневые концептуальные аннотации позволяют извлекать значения низкого и высокого уровня
  • Интуитивные разногласия Автоматически запрашивает дополнительную информацию, если намерения не ясны

Поскольку движок DeepNLU® понимает контекст и сохраняет память, он способен запускать целые сквозные разговоры с клиентами.

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14
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deepNLUStudio®

Создавайте и управляйте семантическими интерпретационными моделями и онтологиями, которые будут способствовать естественному пониманию вашего приложения. Создавайте, тестируйте и развертывайте свой виртуальный агент непосредственно из deepNLUStudio®. После публикации ваше приложение будет обрабатывать голосовой или текстовый ввод в диалоговом интерфейсе с конечными пользователями.
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1
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deepVB®

Пассивная голосовая биометрия IVR

Клиенты свободно общаются в разговоре на естественном языке с DiaManT®, в то время как deepVB® использует биометрические функции голосового отпечатка для идентификации клиентов в фоновом режиме, как они разговаривают

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1
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DiaManT®

Платформа обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный разговорный процесс, выступая в качестве единой точки интеграции с корпоративными системами для ведения разговорных диалогов по всем каналам. DiaManT® позволяет выполнять истинные сквозные разговоры на естественном языке. По сравнению с другими поставщиками, которые обеспечивают только управление вызовами с помощью жестко структурированного ПРЯМОГО ДИАЛОГА, клиенты DiaManT® могут свободно разговаривать и нет заранее определенного потока или структуры, за которыми они должны следовать. С DiaManT® существует одно приложение, которое определяет как цель вызывающего, так и доставку самообслуживания, поэтому общение с клиентом полностью неструктурировано, а это означает, что ваши клиенты никогда не будут слышать такие вещи, как «сказать, что главное меню вернуться», - они просто говорят, и DiaManT® слушает, понимает и заботится.

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18
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DIRECTUM, Avaya Aura® CALL CENTER ELITE от ProNET

На основе платформы DIRECTUM построено более 60 решений для бизнеса, готовых к быстрому внедрению. При необходимости платформа позволяет доработать систему самостоятельно под потребности вашей компании. Модуль — самостоятельная часть системы, позволяющая автоматизировать основные задачи бизнеса. В базовую поставку уже включены модули «Управление электронными документами» и «Управление деловыми процессами». Единый набор персонализированных клиентских функций повысит популярность вашего бренда и укрепит лояльность клиентов в долгосрочной перспективе. Avaya Aura® Call Center Elite поможет вам в любой момент выделить необходимые ресурсы для поддержки клиента. Повысьте эффективность взаимодействия с клиентами по всем каналам. Благодаря возможностям интеллектуальной маршрутизации и выбора ресурсов вы сможете определять, кто из агентов будет обслуживать того или иного клиента: наименее загруженный агент, первый свободный агент или агент, чьи навыки больше всего соответствуют потребностям клиента.
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2
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omAnalytics®

Возможности omAnalytics

Глубокий анализ разговоров клиентов с DiaManT® и живыми агентами, чтобы обеспечить понимание «что» именно  говорят клиенты. Просмотрите концептуальное отображение понятий и слов, которые говорят клиенты. Щелкнув ссылку, можно получить развернутую картинку , что сказал клиент.

  • Обнаружение частых терминов, фраз и концепций
  • Поиск разговоров для конкретных продуктов и действий
  • Быстрое выявление и принятие мер по коренным причинам
  • Найти любую комбинацию метаданных, слов и фраз
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Omilia - Conversational IVR DiaManT (разговорная платформа)

Технология Dialog Management от Omilia - это центр интерактивной поддержки по всем каналам. DiaManT® может взаимодействовать с пользователями через Speech, Text или GUI-вход; входящие и исходящие из IVR, Web-чата или даже из любого включенного мобильного приложения, обеспечивая истинную непрерывность для бесшовной кросс-канальной службы в виде подключаемых модулей; omMobile®, omChat®, omIVR®. DeepNLU® Engine позволяет понимать запросы клиентов и намерения с большой точностью. Поскольку движок понимает контекст и сохраняет память, он способен запускать целые сквозные разговоры с клиентами.
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5
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omIVR® Контакт Центр

Функции omIVR®

omIVR® выполняет поток вызовов диалога и вызывает службы deepASR® для речи в текст и omTTS® для синтеза речи, используя стандартный протокол MRCP. Он работает как на физическом, так и на виртуальном оборудовании, обеспечивая масштабируемую систему, отвечающую всем вашим бизнес-требованиям и техническим требованиям.

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1
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omReports®

Просмотр ключевых показателей и статистических данных о производительности системы, что позволяет легко анализировать взаимодействие пользователей и определять области для повышения автоматизации.

Функции omReports®

  • Просмотр итогов взаимодействия для каждого канала
  • Отчеты, выпущенные на ежедневной, недельной и ежемесячной основе
  • Определите области для повышения автоматизации
  • Применить дополнительные критерии поиска, чтобы сузить результаты и анализ
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Xpert® Packages

Суперзаряженные пакеты «Xpert®»

Благодаря использованию пакетов Xpert® диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут быть уменьшены на 80%, ускоряя доставку. Более конкретно, пакеты Xpert® поставляются с готовыми концептуальными словарями, правилами и намерениями для вашего бизнеса.

Доступные пакеты Xpert® по отраслям: банковский бизнес, телеком, страхование, путешествия

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20
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1.40

ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk

 Zendesk Chat Features:
  • Anticipate customer questions and offer help when—and where—they need it most.
  • Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
  • Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.
Zendesk Support Features:
  • Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
  • Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
  • Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
  • Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
  • Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
  • Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
  • Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.

Zendesk Guide Features:

  • Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.
  • Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.
  • Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.
  • Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.
  • A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.
  • You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.
  • Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.
  • Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.
Zendesk Talk Features: Talk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.
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Zendesk Talk

Smooth operator Talk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow. Text by Zendesk
  • Skip the small talk. For quick questions and easy updates, start texting with your customers. Text lets agents receive texts, automate alerts, and send proactive messages. Each conversation becomes a ticket — with built-in workflows, reporting, and full customer history. Best of all, there’s no coding or additional software required.
  • Keep in touch. Having the right tools is the key to keeping phone support running smoothly. Talk offers flexible IVR, group routing, and real-time queue monitoring to avoid bottlenecks. And with analytics that deliver insight into what’s happening, support teams can continue to provide flexible, powerful support as businesses grow and change.
  • Come as you are. Talk is a VoIP system, so setup only takes a few minutes. There’s no need to hire additional technicians, retrain agents, or engage new vendors. The only thing a support team needs to get started is an internet connection, a headset, and ears that are ready to listen.
The basics
  • Local and toll-free numbers. Choose a toll free or local number from over 40 countries or port in an existing number.
  • Inbound and outbound calling. Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.
  • Unlimited concurrent calls. Make and receive unlimited concurrent calls to support multiple conversations with one phone number.
  • Voicemail. Allow customers to leave voicemails that create tickets with optional transcriptions. Create custom triggers and workflows for quick follow-up and resolution.
  • Customized greetings. Offer branded or localized experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages.
Making and taking calls
  • Browser-based. Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.
  • Forward to phone. Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.
  • Automatic ticket creation. Zendesk automatically turns calls and voicemails into tickets for easy record keeping and issue resolution.
  • Warm transfer. Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.
  • Call control. Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.
  • Call recording. Record inbound and outbound calls for easy reference, troubleshooting and QA.
  • Caller ID and history. Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.
Routing and queueing calls
  • IVR systems. Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.
  • Group routing. Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.
  • Round-robin routing. Ensure that calls are always routed to an available agent rather than being lost or sent to voicemail and evenly distributed among support team members.
  • Call queues. Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voicemail.
  • Business hours. Define business hours to let customers know your phone support availability. Calls received outside of business hours are sent to voicemail.
  • Callback from queue. Allow customers to request a callback instead of waiting in a queue for a live agent.
Text
  • Local and toll-free numbers. Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.
  • Inbound SMS. Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.
  • Inbound MMS. Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.
  • Outbound SMS. Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.
  • SMS notifications. Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.
  • Support workflow. Apply time-saving tools like macros, triggers, and other business automations — so you can scale up your text support easily.
  • Views and Reporting. Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.
Monitoring and Reporting
  • Real-time dashboards. Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time, and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.
  • Advanced analytics. Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.
  • Call monitoring and barging. Ensure call quality and train agents – managers may listen or "barge" into ongoing calls between customers and agents.
Reliability and Services
  • Failover. Failover automatically forwards incoming calls to an alternate number in the unlikely event of a Zendesk outage, ensuring important calls always come through.
  • Global Low Latency. Zendesk Talk is built on enterprise-grade technology with Global Low Latency (GLL) architecture and redundant, clustered architecture for enhanced reliability and high availability.
  • Talk Usage 99.95% SLA. We back our 99.95% usage SLA with service credits and help teams troubleshoot and prevent outages with monthly diagnostics.
  • Twilio infrastructure. Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including WalMart, Coca-Cola, Uber and Salesforce.com.
... Learn more
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The ROI4CIO Product Catalog is a database of business software, hardware, and IT services. Using filters, select IT products by category, supplier or vendor, business tasks, problems, availability of ROI calculator or price calculator. Find the right business solutions by using a neural network search based on the results of deployment products in other companies.