Call Center Times

Buyer's Guide Directory



Voice and Data Solutions

CallFinder®

About CallFinder:
CallFinder® is a leading provider of cloud-based speech analytics technology that is powerful, affordable, and easy to use. It enables small and medium size businesses to improve agent performance, automate quality monitoring, and provide a superior customer experience. We deliver our highly scalable technology across a wide range of industries including retail & wholesale, healthcare, travel, finance and banking, insurance, manufacturing, utilities, education, and more. CallFinder indexes and categorizes 100% of your customer-agent interactions in near real-time, transforming the unstructured, unleveraged data contained within conversations into actionable business intelligence so you can improve agent performance and positively impact the customer experience.

Let CallFinder Help Your Business
· Gain visibility into the voice of your customers
· Monitor agent script and regulatory compliance
· Enhance workforce training
· Manage quality monitoring
· Analyze and improve business processes
· Discover revenue opportunities

Contact Information:
www.mycallfinder.com
1-800-639-1700
1795 Williston Road, Suite 200
South Burlington, VT 05403

 

Televergence Solutions, Inc. (TSI)

Televergence Solutions (TSI) is a telecommunications carrier who attributes over 30 years of  success and an average length of customer of 15 years to quality and competitively priced products: inbound toll free and high calls per second/call completion rate outbound long distance. Pre-qualified candidates receive a 10,000 minute free trial.

C-Level account management and customer service as a competitive advantage is responsible for the company's average length of customer at 15 years. Customers have direct access to the CTO, CEO and a dedicated Customer Success Manager.

Founded and managed by the CEO, Deb Ward, whose integrity and reputation is exemplary in the telecommunications space, she is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), the industry’s leading competitive telecommunications trade organization.

The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space and manages the fully staffed, U.S. based 24 x 7 x 365 Network Operating Center (NOC). The technical team has an average of 18 years of experience and is familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to SIP conversion and loan equipment program for legacy platforms is available to candidates who otherwise qualify.

Leadership, membership, and board roles are maintained within numerous Professional Trade Organizations, including INCOMPAS (formerly known as Comptel), Federal Internet Service Providers Association (FISPA), Insights Association (formerly the Marketing Research Association), National Association of Women Business Owners (NAWBO), Nashville Chamber of Commerce, Professional Association for Customer Engagement (PACE), Telecom Associates and Women In The Channel (WIC). WBENC (Women Business Enterprise National Council) certification has been submitted (July, 2017).

www.tsicorp.net
(800) 770-3691

 

ethosIQ

Headquartered in Houston, Texas, ethosIQ’s cloud and premised-based software has been delivering business intelligence to multinational corporations and government agencies since 2009. ethosIQ’s award-winning software collects, correlates and leverages data from multiple, disparate systems, empowering organizations to make informed, real-time decisions. ethosIQ's software solutions provide analysis and actionable insights that enable clients to deliver a better customer experience while ensuring operational efficiencies and maximizing technology investments. ethosIQ presents the data that enables decisions in minutes, not days or weeks.
 
ethosIQ processes and analyzes raw data through the Customer Engagement Platform (CEP). The CEP software gathers data from voice, web, multimedia, back office and HR, to then convert the information into invaluable business intelligence.  ethosIQ focuses on three software verticals: eCCR (ethosIQ Customer Care Reporting), eUMS (ethosIQ Utility Management Service) and eLRM (ethosIQ License Resource Management).
 
ethosIQ’s eCCR helps clients measure and manage the customer’s journey throughout their environment. eCCRallows call centers to see results in real-time, review agent productivity, examine cradle-to-grave lifecycle of calls, report IVR utilization, manage call flow and much more.
 
In addition, ethosIQ’s offers eUMS, a solution that provides users the ability to collect, correlate and leverage universal utility data in real-time. eUMS manages lifecycle accuracy of order placement and payment of invoices.
 
ethosIQ also provides eLRM, which provides users the ability to monitor license utilization, configuration and HR and IT integration. eLRM eliminates the lengthy and expensive process of traditional license monitoring.
 
Regardless of the service(s) deployed, ethosIQ’s solutions help clients increase revenue and efficiency, decrease operating cost, maintain capacity for growth and change and improve service and support through data analysis in real time.
 
For more information:
Phone: 1-888-ethosIQ

 

AireSpring

Founded in 2001, AireSpring is an award-winning provider of high-volume telecommunications solutions including Long Distance, Toll Free, DIA, TDM, Voice and Fax over IP (VoIP/FoIP), and SIP Trunking.  As one of the top providers of call center traffic in the US, we process over 30 billion calls per year and deliver innovative connectivity and enhanced security solutions to thousands of businesses nationwide.  AireSpring provides fully managed and connected end-to-end, next-generation solutions for high volume call centers:

  • 6/6 billing with 6 digit rounding and no penny minimum

  • U.S. Outbound/Inbound flat rates or NPA/NXX rate decks available

  • No short duration penalties

  • High CPS assignment (calls per second)

  • Highest Call Completion Percentage (ASR)

  • International dialer termination rate decks available for over 60 countries including the UK, Australia, New Zealand, Singapore, and China.

AireSpring’s FREE AireCare Portal gives you the power to track and manage all of your voice traffic data:

  • Daily usage and account balance information

  • Order and manage your own DIDs instantly

  • Calls/Minutes/Charges per Originating IP

  • CPS (Calls per second) per hour

  • ASR (Answer-seizure ratio) per hour

  • Daily CDRs (Call Data Records) available

AireSpring has received numerous industry awards for “Product of the Year,” “Best Telecom Deal,” “Best in Show,” and “Top Recommended Vendor”.  For more information go to our website at www.airespring.com or contact Kevin Griffo, Senior VP Wholesale Services at +1.818.738.1996; kevin.griffo@airespring.com; skype: kevin.griffo.airespring, or send an email to sales@airespring.com.

 

USA Digital

USA Digital is a leading provider of high volume voice and data telecom products, including Long Distance, Toll Free, DIA, Private Line, and T.38/FoIP.  Whether through SIP Trunking or on our TDM platform, we deliver connectivity and enhanced security for your business. USAD has a strong portfolio of ancillary services and features to complement these core products, such as SMS, MMS, off-site transfers, time of day/overflow routing and customer peering.  USA Digital provides scalability and responsiveness expected by contact centers, without expensive multi-vendor integration.  And, we SAVE you MONEY!  Download our handy product guide to learn more, or visit us at www.usad.com or contact us at 888-872-3787, or sales@usad.com.




Vocalcom
VIDEO LINK

At Vocalcom, we believe innovation and technology have too often failed to penetrate Contact Centers because of the complexity of their design & implementation. By providing a comprehensive set of innovative capabilities, designed with the end user in mind, we give managers a fast & simple access to contact center best practices & rich-media engagement. Organizations of all sizes can provide personalized experiences while radically improving loyalty, sales performance, & business agility - an amazing experience for employee and customers while creating deep and powerful customer connections - Across every channel - At every interaction.

Our primary focus is to enable companies to scale up and down quickly with “instant-on” capabilities. Our cloud contact center solution is designed from ground up to rapidly respond to business changes, and quickly push out new market offerings while improving the effectiveness of every customer interactions - with no IT support required. Vocalcom has designed cutting-edge solutions that provide all the new capabilities you need to create great multi-channel customer experiences - all from the cloud within an intuitive and easy to use application. Awesomely Powerful and Easy-to-Use. That’s what makes Vocalcom so different.

Simplicity for the business users. Rich functionality for the enterprise. For any company looking for a fast and simple way to give agents a complete customer view, cross-channel service capabilities, collaboration tools and bring rapid innovations to customer interaction channels, Vocalcom is changing the game. Our portfolio of on-demand customer engagement solutions can be rapidly deployed with minimal investment and no IT support. Your customer benefit from a faster, smarter and more responsive customer service at every touch point, whether on mobile devices, the web, social media, in-store, or on the go. That’s all customers want!

Transform your contact center into a successful customer engagement center. Always on, always connected. Vocalcom powers meaningful, real-time customer connections enabling businesses to create rich customer interactions, and great multi-channel customer experiences. Our solutions are designed to enhance the profitability of every customer engagement while reducing costs. Organizations typically see a 30% reduction in training time, 40% in average handle time (AHT), +37% in fast first contact resolution (FCR), +40% in agents productivity, +300% in outbound contact rates. All powered by the Vocalcom Customer Platform.




PowerHouse Consulting, Inc.

“We simplify complex business processes.”

Founded by Kathleen Peterson in 1987, PowerHouse Consulting is an internationally recognized management consulting firm specializing in all aspects of Contact Centers and Telecommunications. We offer Strategic Planning, Contact Center Assessments and Solutions, Telecommunications Assessments, IT Assessments, Workforce Optimization, Outsourcing Management, Custom Learning Programs, and Procurement Management. Chief Vision Officer Kathleen Peterson is a sought-after expert in the in the field of Customer Experience.

PowerHouse works with top leaders across Fortune 500 companies to develop plans that align operational practices with corporate vision. We combine business savvy and technical acumen to yield quick, practical, and cost-effective results. We have collaborated with hundreds of clients across the U.S. and Canada - working with organizations of differing sizes and with varying budgets. PowerHouse has performed assessments for Contact Centers ranging from five to 3000 seats and across industries. These include B2B, Catalog/eCommerce, Education, Financial Services, Government, Healthcare, Insurance, Marketing/Media, Non-profit, Technology, Telecommunications, and Utilities. Dozens of repeat clients continue to be our best endorsement.


As members of the Society of Communications Technology Consultants (SCTC), PowerHouse has no formal relationships with vendors of telecommunications, cabling related equipment, or software. We are the two-time recipient of the Members’ Choice Award - Best in Class, Best Consultancy Company in the Americas Region - from ContactCenterWorld.com. PowerHouse is certified as a WBE in MA and NY and as a DBE in MA and NH.

Kathleen is widely published and has shared her humor, philosophy, and experience in keynotes in the US, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen’s insightful Rants and Raves are featured monthly in Call Center Times. Her new book, Backstage at the Customer Experience: Musings for Contact Center Leaders, is available on Amazon.

Contact us at info@powerhouse1.com or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at www.powerhouse1.com.

 

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