Contact Center and CRM Links from mycrmexchange - mycrmxchange-Community to enhance the customer experience

1. CRMXchange.com

CRMXchange - For Customer Interaction Management
CRMXchange is the premiere destination for information on issues affecting call centers including: Customer contact management solutions, training, services, and other valuable resources.

2. CRM/Contact Center Sites

Altitude Software
Altitude Software, is the leading independent contact centre vendor for unified interaction solutions. Altitude uCI™ (Unified Customer Interaction) suite over IP manages and improves interactions. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre.
Aspect Software, Inc.
Aspect Software, Inc. is one of the world’s largest companies solely focused on IP and traditional voice-based products and services for customer service, collections, sales and telemarketing business processes. Each day, Aspect powers more than 125 million customer-company interactions at thousands of contact centers around the globe. Our Signature product line offers ACDs, dialers, voice portals and computer telephony integration (CTI). The Contact Center Performance Optimization product line provides workforce, quality, performance and campaign management applications. And our Unified IP Contact Center delivers a comprehensive, CTI multichannel solution.
Austin Logistics
Austin Logistics is a leader in providing predictive analytic solutions that are aggressively used for retention, cross-sell/up-sell and collections, enabling proactive, profit-focused decisions.
Autonomy eTalk
The leading provider of performance management technology for enhancing customer interactions, Autonomy etalk delivers customer contact center technology for customers requiring superior performance management systems.
Avaya
Why Avaya Solutions? Avaya focuses on customer-driven processes to provide support for best-practice CRM and management, customer segmentation strategies and commitment management.
CallCopy
CallCopy is a leading provider of Quality Management / Contact Recording Solutions to the contact center industry. CallCopy is able to blend a wide range of recording solutions in a single server, including random monitoring with digital screen capture, on-demand recording, and 100% recording with long-term archiving for liability and compliance. CallCopy’s intuitive design is easy to maintain and easy to use, accelerating a ROI by enabling users to achieve higher levels of proficiency in less time. CallCopy is able to provide recording solutions for both VoIP and TDM telephone systems, including Avaya, Cisco, Nortel, and most other leading ACD/PBX manufacturers.
Caras Training
Caras Training is a leading provider of Customized Training for Telephone Communications, Call Center and Sales Consulting and Telemarketing services. We are a team of experienced Call Center Professionals who blend "best practices" with "fresh ideas" to help you create a productive sales or support environment on-time and within budget. Successful engagements include development and implementation of call centers from 5-person to 100-person encompassing strategic planning, technology selection, staffing, training and managing to results.
Chase Data
Chase Data is a True Solutions Provider Company that develops and delivers complete turnkey software and hardware solutions to businesses that require our expertise and experience in Predictive Dialers, Call Center technology and Computer Telephony (CTI). Chase Data offers a host of solutions and services ranging from complete industry specific to server concentric solutions. Our Small Business Edition Dialer Server starts at $9,995. That price includes Predictive Dialing, CRM Database Management, Digital Recording, Transfer, Conference (CTI ) and web based technology.
Cicero, Inc.
Cicero, Inc. is a leading provider of application and process integration solutions for customer service organizations. By leveraging your existing applications, Cicero integrates diverse business applications and allows them to effectively share data and processes thereby improving the efficiency of the agents in contact centers. It provides an intuitive point-and-click environment, which simplifies the integration of complex multi-platform applications and eliminates the need write or modify any application code. Cicero is a proven application integration solution that is running on over 31,000 desktops including Fortune 500 companies in the financial services industry such as Merrill Lynch and Nationwide Insurance. Contact centers and other customer service organizations using Cicero are able to integrate applications and automate processes in weeks and to experience an ROI within months of implementation.
Cincom Systems
Synchrony is a CTI customer management solution that helps small and mid-size organizations and enterprise departments to deliver consistent and highly responsive customer interactions. Its unique architecture links multi-channel contact center functionality with a powerful agent desk-top portal that delivers significant productivity and revenue gains by providing a consolidated view of the information and resources necessary to optimize each customer interaction. Whether on-demand or on-site, Synchrony is delivering significant value to organizations around the world, including industry leaders in education, entertainment, financial services, healthcare, manufacturing, and travel.
Cisco Systems, Inc.
Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer service capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based help desk speech recognition self-service and assisted-service software solutions for large and mid-sized contact centers – all designed to improve customer service, reduce costs, and increase productivity.
CRMDirectory.com
Software buyer's guide and community. Daily news, articles, tips and reports on CRM applications. Find CRM Software.
Echopass Corporation
Echopass Corporation provides advanced IP-based applications s as a hosted service for mid-to-large enterprises and government agencies. Echopass delivers the unique customer promise of on-demand, always on, guaranteed, and end-to-end solutions that are both affordable and fully integrated with client's existing customer contact applications and voice or data technologies.
Empirix
Empirix contact center solutions leverage industry best practices throughout the technology lifecycle: planning, assessment, and development; focused testing during roll-out; and on-going testing and monitoring. With Empirix solutions, organizations can take a comprehensive approach to contact center testing and management—from pre-deployment testing to customer experience monitoring—to identify problems before customers or agents are affected.
Enkata
Enkata provides on-demand performance and talent management solutions-featuring First Call Resolution-guiding managers to the next best actions to prove performance and eliminate rework.
Envox
Envox Worldwide is a leading global provider of voice solutions. The company’s products and related services, including Envox OnDemand, dramatically reduce the time, cost, and complexity of creating voice solutions and empower enterprises and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox products are available worldwide through a network of global channel partners.
Epicor Software Corporation
Whether a company is looking for a complete end-to-end software solution or a specific application such as customer relationship management (CRM), supply chain, or financial accounting, Epicor Software Corporation can deliver it. Thousands of companies have put their trust in Epicor to deliver innovative enterprise software solutions that answer their business challenges today and empower them for greater success tomorrow.
FurstPerson
FurstPerson helps contact center hiring managers qualify job candidates through our industry leading pre-employment assessment tests that measure a candidate’s work habits, work attitudes, and work ability to perform contact center jobs. Our tests include realistic job simulations, biodata tests, and job fit/personality tests. Learn more at www.furstperson.com.
GMT
GMT is a leading provider of workforce management, cash management, and performance management software for call centers, branch banking, back office, and services organizations.
HigherGround, Inc.
HigherGround is a premier software developer of call recording, data integration and reporting tools. These solutions are designed to deliver timely, accurate information for analytics and decision support to improve performance. The Fusion Series 7 systems collect data from multiple sources (ACD, CDR, IVR, screen capture, agent evaluations, enterprise and customer databases, etc.) and integrate the information into a single interface. HigherGround applications are used by call centers as well as by organizations in financial services, healthcare, public safety and government.
IEX Corporation
The IEX TotalView Management system enables contact centers to deliver consistent service, lower workforce operating costs and raise employee morale. TotalView improves the scheduling and agent management processes in both single and multiple site contact centers. The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, performance management, short-term and long-term resource planning, enterprise reporting and data exchange and Web-based, thin-client access for agents and supervisors. More than 900,000 agents at over 3,000 sites worldwide, rely on IEX solutions to improve planning, enhance productivity, streamline tasks and integrate data.
Inova Solutions
Inova Solutions specializes in optimizing contact center performance by integrating key data and delivering real-time and historical metrics across organizational levels. Robust technology combined with two decades of industry experience allows us to craft powerful solutions that deliver measurable results to thousands of customers worldwide.
Interior Concepts
Interior Concepts is a leading manufacturer of furniture for the call center environment. Our superior wire management system, thin-line panels, ergonomically designed products and direct selling approach make us a leader in the industry. Contact us for your free call center space plan today.
Intervoice, Inc.
Intervoice is a market leader in the delivery of personalized, multi-channel automated information solutions that connect people with information, empowering them to control the way they interact with a business.
IQ Services
IQ Services is a provider of managed customer experience testing services. We give contact center and IT professionals the testing tools and actionable data needed to achieve ROI and customer satisfaction objectives.
Latigent International
Latigent is a leading provider of business intelligence, performance management, call center software for reporting and analytics, enterprise RSS and employee management software. Customers use Latigent's business intelligence, call center software, enterprise RSS Reader and Aggregator solutions for decision support, data mining, balanced scorecards, and reporting from CRM, Avaya, Cisco, Aspect, Nortel, Blue Pumpkin, IEX, and various other ACDs, Workforce Management and silo data sources. BlueVue RePortal and Business Intelligence Suite uniquely delivers the full range of BI and Enterprise RSS capabilities in a single product, on a single, modern architecture. Gain business intelligence and analysis against relational data sources. See information in visually rich dashboards and score cards.
LLE Language Services
In 1992 LLE created LLE-LINK® Telephonic Interpretation to meet the need for spontaneous, unscheduled access to an interpreter over the phone. LLE-LINK Telephonic Interpretation successfully integrates state-of-the-art computer telephony with high quality, professional linguists to produce a unique service of extraordinary speed and reliability. The company last year contracted with over 3,000 language professionals, on both a full and part time basis, meeting a very wide range of language needs in addition to requests for special terminology and areas of specialization. LLE has hundreds of clients that come from a wide spectrum of industries scattered across the globe.
NICE Systems
NICE Systems is a world-leading developer and provider of digital recording and monitoring software. NICE's call center solution include total recording, and voice and screen capture for quality measurement applications. Focusing on meeting all recording needs, NICE offers NiceUniverse, an essential tool for measuring the quality of service provided by your agents and for improving your performance. NiceUniverse includes CTI automated voice recording, screen capture, on-line evaluation and comprehensive reporting
OKS-Ameridial, Inc.
Founded in 1987, OKS-Ameridial is a contact service bureau offering complete Inbound and Outbound voice services blended with eBusiness and eService support including live web-chat and email management solutions. More than 500 professional service agents in nine automated contact centers serve approximately 300 unique clients.
OnviSource
OnviSource provides a vertically integrated customer interaction management solution that truly delivers everything from voice, data and Internet applications to various call center optimizations and applications.
Oracle
Oracle offers the industry’s most comprehensive content management platform that provides a superior user experience and reduces development and administration costs.
Performix Solutions (formerly Performix Technologies)
Performix is a leading employee performance management solution designed to align individual employee performance with corporate goals. Our unique combination of performance reporting, management, and optimization provides you with the insight and knowledge needed to drive the performance of your organization to new levels.
Pipkins, Inc.
Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.
Portrait Software
Portrait Software is a global provider of Customer Interaction Optimization software that makes every interaction count. The software is used by large organizations to deliver great customer service and to dramatically improve customer revenues, profitability and loyalty by applying insight and intelligent decisioning at the point of customer interaction. In the face of fierce competition, every large and successful customer-focused organization faces the challenge of managing millions of customer communications across many different channels. Portrait Software offers applications and solutions to optimize these customer interactions.
QL2
QL2 is the leading provider of Market Intelligence On Demand, supplying companies with instant access to critical information from the outside world. QL2’s on demand services deliver market intelligence directly to business users when they need it – without the time lag or technical complexity common with other approaches.
RightNow Technologies
RightNow is leading the industry beyond CRM to high-impact Customer Experience Management solutions. Companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.
SER Solutions, Inc.
SER provides outbound dialers, including integrated VoIP, call management, monitoring and performance optimization for contact centers in the collections, teleservices, banking, fund raising, polling and surveys industries.
Siemens Communications, Inc.
Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.
Spanlink
Spanlink Communications is a leading provider of REAL customer interaction solutions that leverage VoIP technology. Spanlink has nearly 20 years of customer interaction solution experience and a history of delivering results from leading-edge technology. Spanlink leverages that expertise to help businesses answer tough communications questions and establish a cohesive customer interaction strategy.
Strativity Group
Strativity Group delivers Customer Experience Management (CEM) consulting services that allow organizations to develop customer experience strategies and deploy them creatively across their operation. Effective CEM strategies deliver fast, measurable return on investment within 6-9 months.
TelePlaza - Help Desk Directory
Directory for web and phone based help desks customer service and crm solutions.
TelePlaza - Predictive Dialers
TelePlaza - Predictive Dialers
TelePlaza –Outsource Directory
Directory for outsourcers, software and contact center services.
Verint® Witness Actionable Solutions™
A leading provider of analytic systems for security and workforce-enterprise optimization. In 2007, it merged with Witness Systems to create a new division – Verint Witness Actionable Solutions. With the broadest portfolio of applications that optimize workforce and contact center performance, it provides powerful visibility and actionable intelligence to maximize the value of customer relationships and enhance performance enterprise-wide. The Verint solution is used by over 5,000 organizations in more than 60 countries worldwide.
VirtualLogger - Hosted Quality Monitoring/Recording
VirtualLogger is the first and leading provider of QM/Recording on a hosted basis. Our "pay as you go" offering minimizes initial capital costs, total cost of ownership, and technology risk, and means you can easily review agent interactions from any IP-enabled desktop in the world.
Voxify
Voxify offers automated agents with the speech recognition conversational skills to handle advanced customer service calls. Powered by the company's patented Voxify Conversation Engine, Voxify Automated Agents model the intelligence and personality of a trained live agent, allowing them to engage callers in sophisticated dialogue to perform advanced customer service functions, such as reservations, call routing, and account requests. Voxify Automated Agents are taking calls today for market leaders such as Continental Airlines, Wyndham International and Hammacher Schlemmer, helping them to be more responsive to their customers while delivering new services, closing more sales, and handling unplanned call volumes without hiring additional staff.
VPI
VPI is a leading innovator and provider of integrated interaction recording and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders. Through its award-winning suite of solutions, VPI empowers organizations to proactively improve the customer experience, increase workforce performance, ensure compliance, and align tactical and strategic objectives across the enterprise. With the power to be proactive, organizations are equipped to actively identify and maximize opportunities and minimize risk. For more than a decade, VPI has been providing proven technology and superior service to more than 1,000 customers in over 40 countries. This dedication and commitment to excellence has resulted in an unmatched customer loyalty rate of over 90 percent.

3. Associations

ABRAREC
Associacao Brasieleira Das Relacoes Empresa Cliente Brazil
AEECCC
Asociacion Espanola de Expertos en Centros de Contacto con Clinetes Madrid, Spain
APCC
Associacao Portuguesa de Contact Centers Cascais, Portugal
BPeSA
Business Process enabling South Africa Wierda Valley Sandton , South Africa
CCA
Call Center Association Hong Kong
CCAP
Contact Center Association of the Philippines Makati City, Phillippines
CCAS
Contact Center Association of Singapore Singapore
CCF
Call Center Forum Berlin, Germany
CCIA
Call Centre Industry Association of Thailand Bangkok, Thailand
CCMA
Customer Contact Management Association Melbourne Australia
CNCCA
China Call Center and CRM Association Bejing, China
Contactcentres.be
The Belgium Association of Contact Centers Brussels, Belgium
ContactForum
Instituto Mexicano de Teleservices Col.del Valle, Mexica
Customer Care Institute
Customer Care Institute Atlanta, Georgia
ECCO
European Confederation of Contact Centre Organisations Brussels, Belgium
ECCO
Egyptian Contact Center Operator October City, Egypt
IMT
Instituto Mexicano de Teleservicos Col.del Valle, Mexica
ITD
Hungarian Investment and Trade Development Agency Budapest, Hungry
Malta Enterprise
Malta Enterprise
TCCDA
Tiwan Call Center Development Association Taipei City, Taiwan

4. General Business