Best Communications Software for Avaya Experience Platform

Contact center QA teams evaluate 1 to 5% of calls manually. QEval eliminates that bottleneck by applying AI speech analytics and automated scoring to 100% of interactions across voice, chat, and email, using a classification engine trained on 138M+ real conversations. Capabilities span quality monitoring, compliance detection for PCI, HIPAA, and GDPR at 98% accuracy, sentiment analysis, keyword identification, agent coaching workflows, performance gamification, and predictive analytics across 110+ configurable dashboards. Quality scoring runs at 94% accuracy with zero manual intervention. Deployment takes 30 days. Industry standard is 90 to 120. No disruption to live operations. Etech Global Services built QEval from two decades of running Fortune 500 contact centers in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA leaders and operations teams scaling coverage without adding headcount. QEval also provides call recording management, screen capture, custom evaluation forms, calibration tools for QA consistency, root cause analysis, trend identification, and automated alert systems for compliance breaches. The voice of customer module tracks customer sentiment across touchpoints to identify service gaps and training opportunities. Real-time monitoring lets supervisors intervene during live interactions. Role-based access controls, audit trails, and data encryption ensure enterprise-grade security. QEval supports multi-site and multilingual contact center environments with centralized reporting across locations. API integrations connect QEval with existing CRM, telephony, and workforce management systems. Automated report scheduling delivers insights to stakeholders without manual effort.

Dynamics Telephony unifies your telephone system with Dynamics 365 - Auto-lookup of customer in Dynamics 365 before you answer call - Telephone controls embedded in Dynamics 365 (answer, transfer, etc.) - Dial contacts directly from Dynamics 365 with a single click - Full interaction history logged in Dynamics 365 - Telephone statistics unified with CRM data in Dynamics 365 - Incoming calls blended with Omnichannel - Call outcome buttons automatically schedules follow-up activity - All statistics available in Dynamics 365 dashboards and reports

IBM watsonx Assistant is a next-gen conversational AI solution—it that empowers a broader audience that includes non-technical business users, anyone in your organization to effortlessly build generative AI Assistants that deliver frictionless self-service experiences to customers across any device or channel, help boost employee productivity, and scale across your business. -User-friendly interface with drag-and-drop conversation builder and pre-built templates. -Out-of-the-box Large Language Models, Large Speech Models, Natural Language Processing and Understanding (NLP, NLU), and Intelligent Context Gathering, to better understand the context of each conversation in natural language. -Retrieval-augmented generation (RAG) for accurate, contextual, and up-to-date conversational answers around the clock, grounded in your company's knowledge base.

Video Gateways allow for advanced Real-time Communication on existing Contact Centers. Multi-channel coverage for Web Browsers and Mobile Devices.

Cognigy.AI is an enterprise-grade conversational AI platform designed to automate customer interactions across various channels, including voice and chat. Leveraging advanced natural language understanding (NLU) and large language models (LLMs), it enables businesses to create intelligent AI agents capable of delivering personalized, human-like conversations. The platform offers robust integration capabilities, allowing seamless connectivity with existing contact center and CRM systems to enhance customer experience orchestration. With features like Agentic AI, Cognigy.AI introduces autonomous, goal-oriented agents that can think, adapt, and collaborate with both AI and human agents, navigating complex queries with flexibility and precision. This comprehensive solution empowers organizations to streamline customer service operations, improve engagement, and achieve higher efficiency in handling customer inquiries.

Daisee develops technology to give you deep insight into the behavioural, emotional, and commercial dynamics of your customers. Daisee automatically scores all customer interactions using a digital quality scorecard that is the first of its kind. This automatically identifies quality assurance issues that need human intervention in areas such as compliance, communication, and conduct. Daisee allows you to see beyond words and uncover the emotion deep within your interactions. It reveals what your customers really think, feel, and are saying. Daisee is software that can be easily deployed across any telephony system and can help organisations immediately create business value. Globally Daisee is available in Australia, New Zealand, and the USA.

Trestle offers identity data APIs designed to enhance business capabilities in customer contactability, identification, and operational efficiency. By leveraging these tools, organizations can pinpoint and engage with their most valuable customers effectively. With robust verification insights, businesses can establish reliable connections with their clientele. Eliminating issues associated with disconnected phone numbers further strengthens these relationships. The platform delivers precise and thorough real-time insights that are consistently refreshed to ensure accuracy. Utilizing both proprietary and third-party data sources, Trestle provides unique identity data solutions tailored to meet diverse business needs. The integration of cutting-edge technology and advanced machine learning algorithms allows for continual improvement in both coverage and accuracy of the services offered. Additionally, the infrastructure is designed to be responsive and efficient, resulting in quicker insights for users. Seamless integration capabilities make it easy to connect with existing applications or third-party services. Trestle also provides current phone carrier information, helping to eliminate the complications caused by disconnections. Moreover, businesses can identify, enhance, and update their address records efficiently, ensuring their data remains relevant and actionable. This comprehensive approach empowers organizations to maintain strong and effective communication with their customers at all times.

Managers in departments frequently lack the call insights necessary for informed decision-making. This crucial data can be difficult to retrieve, overly complex to gather, or only accessible from past records. You may find yourself facing all these challenges simultaneously. With PBXDom, you can effortlessly begin tracking phone call activities and system usage, obtaining vital information in mere seconds. The installation process is straightforward, and the dashboards can be tailored to highlight the insights that matter most to you. Uncover chances to optimize resource allocation, identify your highest achievers, and much more. Additionally, receive alerts whenever someone in your team dials 911, allowing for prompt resource mobilization. You can also anticipate your estimated bill before it arrives, enabling proactive measures to avoid unpleasant surprises. Embrace the power of data-driven decisions and enhance your operational effectiveness.

Empower customers to arrange calls at their convenience, ensuring alignment with the brand’s schedule as well. Seamlessly transfer context to the agent, so customers can avoid unnecessary repetition. With rapid integrations into existing technologies, enterprise brands can revolutionize the customer experience in no time. The effectiveness of any tool is contingent upon understanding its relevance to your needs. Therefore, Mindful dedicates significant resources to provide clients with actionable insights regarding the implementation of its features in call center operations and customer experience metrics. Real individuals at Mindful collect data on your callback experiences, offering valuable insights into how Mindful's features influence performance metrics. By reviewing this information, you can gain a clearer understanding of the integration of Mindful’s capabilities within your customer engagement processes. Such insights not only enhance operational efficiency but also foster a deeper connection between the brand and its customers.

Leapfrog your competition with AI-powered software built for the future. Engage and manage the teams in your contact center, branch office and back office. Humans and bots are handling complex requests across multiple channels and locations. Workforce Engagement allows you to: Balance employee flexibility with optimal staffing levels Measure and improve the quality of interactions Get rich insights into conversations across all engagement channels AI-powered real-time assistance for optimal outcomes Verint Workforce Engagement, a Customer Engagement Platform, is built on AI and automation. It provides best-of-breed capabilities to manage and analyze customer engagements, as well as improve them. Platform that spans across all customer engagement use-cases, not just the contact center. It is built on open architecture.

Avaya one-X® Communicator serves as a Unified Communications solution designed to assist enterprise users in efficiently handling their communication needs through easy and intuitive access to essential tools. This versatile client can be implemented in various ways: either as an independent application or as one that works in conjunction with one-X Client Enablement Services, Conferencing Enterprise, and Avaya Aura® Messaging or Avaya Modular Messaging, enhancing the overall communication experience for users. Its flexibility makes it suitable for different organizational environments and communication strategies.

SmartSIP® is a software solution designed for on-premise use that offers DTMF suppression and masking, allowing contact centers to securely collect sensitive cardholder information during live calls. Customers can input their confidential data using their touch-tone phone while remaining connected to a contact center representative. Through DTMF suppression and masking, the tones generated by the customer are substituted with flat tones that cannot be reverted to their original forms. The agent's interface displays a masked version of the customer's input. By effectively removing the need for verbal communication of sensitive details, SmartSIP ensures that full call recordings and comprehensive screen captures are maintained. Acting as a SIP proxy between the Session Border Controller (SBC or Media Gateway) and the voice platform, SmartSIP processes the DTMF data without interfering with the audio connection. This innovative tool is specifically designed for VoIP telephony within contact centers, making it an essential asset for maintaining data security during customer interactions. Moreover, its implementation can significantly enhance compliance with various regulatory standards related to data protection.

Enhance your customer service by providing AI-driven contact center experiences that mimic human interaction, reduce expenses, and allow your human representatives to dedicate their time to more complex tasks. With Contact Center AI, you can achieve these goals effectively. This technology liberates agents, enabling them to tackle challenging inquiries while offering them immediate access to essential information and guided workflows. Experience authentic customer interactions that facilitate precise multi-turn dialogues, all driven by advanced deep learning systems inspired by Google Assistant. Transform your conversations into valuable insights through detailed analytics and reporting that reveal crucial factors influencing calls, customer emotions, and much more. Foster engaging and meaningful interactions with powerful AI capabilities, as Contact Center AI revolutionizes the landscape of conversational technology. Equip your teams with practical insights that lead to improved performance, creating virtual agents that serve as champions for your customers and enhance overall satisfaction. In this way, the future of customer service becomes both innovative and efficient.

CommunityWFM represents a cutting-edge workforce management solution that actively engages all participants in the scheduling workflow. Designed with an emphasis on fostering collaboration among remote workforce management analysts, supervisors, and agents, this platform enhances both forecasting and scheduling capabilities. As a cloud-based workforce management tool, it empowers WFM professionals to streamline their operations and increase their productivity. By utilizing a distinctive combination of intraday management and automated planning strategies, organizations can significantly reduce both time and costs. In today's environment, mobile workforce management has become crucial, making Community Everywhere an essential tool for effective scheduling. This on-the-go application enables seamless communication about schedules and shifts for agents, supervisors, and WFM professionals alike. Agents have the ability to access their current and previous schedules in real-time through the app, ensuring they remain informed and do not overlook any impending shifts, thus enhancing overall efficiency and accountability in the scheduling process.