Calabrio Quality Management Integrations

1) Customer delight made super easy Manage conversations across multiple channels Deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels from a single view. 2) Boost your agent productivity Cut down on manual and repetitive tasks using advanced automation rules, and solve customer queries faster without increasing your agent strength. 3) Deliver seamless self-service Help customers help themselves by publishing a branded knowledge base and offering instant resolutions using AI-powered chatbots. 4) Stay on top of your CSAT goals Use customizable analytics and reports to track team performance, identify bottlenecks before they snowball, and keep tabs on your team's CSAT goals. Enable frictionless remote work for your support team 1) An intuitive and easy-to-use platform that does not require a complicated onboarding process 2) Cloud-based solution that empowers agents to work conveniently on their laptops or phones 3) 650+ cutting-edge applications that you can easily integrate with and build robust support workflows

Salesforce empowers sales teams to enhance their effectiveness and reach their objectives more efficiently. As the leading CRM platform globally, Salesforce goes beyond basic functionalities. It equips teams with essential tools designed to expand their client portfolios, discover new prospects, and finalize transactions swiftly from any location. The platform boasts an extensive array of features, such as managing contacts, tracking opportunities, overseeing leads, integrating emails, generating reports and dashboards, forecasting sales, and enabling file synchronization and sharing, among many others. This means you can spend less time sifting through spreadsheets and more time focusing on your business operations. With no need for additional hardware or software, our user-friendly setup assistant allows you to optimize sales processes and address customer inquiries in mere minutes. By linking data across sales, service, and marketing, you can provide buyers with smooth and personalized experiences. Gain a holistic understanding of each customer, including their accounts, activity history, and relationships. Moreover, integrating social data can offer even richer insights into your customers' behaviors and preferences.

Five9 has been focused 100% on cloud contact centre software for over a decade. Five9 is the leader in execution in the Gartner Contact Center as the Service Magic Quadrant Leaders Quadrant. This has made it the preferred solution for enterprise contact centers who need a reliable, secure, and scalable solution.

Twilio Flex is the programmable cloud contact center platform that gives your company complete control over how, when and what you deploy. Powering over half a million agents today, Twilio Flex is accelerating digital transformation by freeing companies from the limitations of legacy call centers, all on one powerful platform. Flex customers have reported lower handle times by up to 38% after giving agents personalized access to information from multiple backend applications - CRM, payment systems, service ticketing, rewards program, navigation on the web, etc. Unlock hyper-personalization by gathering relevant, contextual information at your agents' fingertips so they can deliver the best customer experience. Find the documentation, sample code, and developer tools needed to tailor the contact center to your unique needs. Whether you're starting an outbound call, initiating a warm transfer, or monitoring agent activity, our guides will provide you the context you need to get the most out of Flex's existing architecture.

UJET is a cloud-native and mobile-focused customer service platform that helps organizations make support an integral part their business by engaging customers across all channels and endpoints. We transform customer interactions by integrating channels and integrated communications, modernizing customer experience. Our tools provide multichannel support for voice, text, web, and mobile apps. Customer support should be seamless for customers. It must empower agents with the best tools and enable brands to provide the best customer support experience. Google Nest, Instacart and Postmates are among the companies that trust UJET to power customer support programs. This allows for reliability, security, and scaling across the globe.

Introducing an all-in-one platform that integrates cloud telephony, video conferencing, team messaging, contact center capabilities, and comprehensive analytics. Streamline your organization's expenses by equipping each user with the precise tools necessary for their roles. Foster collaboration and break down departmental barriers through seamless analytics and interaction between contact center representatives and subject matter experts. Manage everything effortlessly with a unified administration interface for setting up the system, alongside user and data oversight. Enjoy the convenience of a single license that encompasses calling, directories, video meetings, messaging, and contact center functionalities. Enhance global connectivity for your business with top-tier reliability and performance in a cloud environment. Effortlessly schedule, initiate, or engage in high-definition audio and video meetings from any device or location without hassle. Access your contacts with ease, whether they are part of your organization or external partners. Ultimately, create superior customer experiences by leveraging an intelligent, collaborative, and trustworthy solution that adapts to your needs. With this platform, you can ensure that your team remains connected and productive, no matter where they are located.

Gladly is the only AI-powered customer service software built around people, not tickets. Unlike traditional ticket-based systems, Gladly uses the customer as the core record. We bring together everything you know about your customers and every interaction you’ve shared — across channels, both agent-led and AI-driven — into one continuous, lifelong conversation, resulting in more personal experiences and empowered support teams.

Avaya Cloud Office is a comprehensive cloud-based communication platform that integrates voice, video, messaging, meetings, and collaboration tools into one cohesive system. It effectively links office-based, remote, and mobile employees across various devices, enabling uninterrupted and uniform communication. With functionalities such as business phone numbers, voicemail transcription, team messaging, and document sharing, it significantly boosts productivity and teamwork. The platform also places a strong emphasis on security through encryption and connects with more than 100 business applications, like Salesforce, Office 365, and G Suite, which assists companies in optimizing their workflows and enhancing overall efficiency. This all-in-one solution is designed to adapt to the evolving needs of modern businesses.

Amazon Connect is a user-friendly omnichannel cloud contact center that enables organizations to deliver exceptional customer service while reducing expenses. Over a decade ago, the retail division of Amazon sought a contact center solution that would offer our customers personalized, engaging, and natural interactions, but we could not find one that fulfilled our requirements, so we decided to create our own. This innovative platform is now accessible to all businesses, and currently, thousands of companies with agent counts ranging from ten to tens of thousands utilize Amazon Connect to assist millions of customers each day. Built from its inception to be omnichannel, Amazon Connect ensures a cohesive experience across voice and chat for both customers and agents alike. It offers a unified set of tools for skills-based routing, robust real-time and historical analytics, and easy-to-navigate management features—all under a pay-as-you-go pricing model. This approach not only streamlines contact center operations but also enhances agent efficiency while significantly cutting costs. With its comprehensive features, Amazon Connect is revolutionizing the way businesses interact with their customers.

An exceptional customer service experience flows effortlessly, utilizing intuitive technology to direct inquiries to the appropriate resolution or representative, independent of the communication channel. Telia ACE is an innovative platform that fosters smooth customer engagement and intelligent dialogues. Its integrated intelligence quickly guides users to answers or connects them with knowledgeable staff, ensuring that your team remains proactive during each interaction. Explore what Telia ACE has to offer and discover our partnership with Google’s Contact Center Artificial Intelligence Cloud through the 'Morning Coffee' initiative. You will access a comprehensive suite of features essential for efficient online customer support, which includes intelligent FAQs, chatbots, and live video capabilities. The simplicity and effectiveness of the system are noteworthy. Our chatbot is capable of independently addressing a wide range of common customer inquiries, yet it can effortlessly escalate the conversation to a human agent when necessary. This transition occurs without interruption, preserving the context of the discussion and ensuring that the customer's query is never overlooked. By integrating these advanced tools, businesses can enhance their customer service experience significantly.

At ethosIQ, we gather and integrate diverse data from various platforms in real-time. By transforming substantial data into practical insights, ethosIQ puts valuable information right at your fingertips. Experience the limitless possibilities of data by requesting a demonstration. The Customer Engagement Platform (CEP) from ethosIQ compiles interactions and application data from numerous vendors and channels across different systems to form a unified and detailed perspective. This platform helps pinpoint and rectify data integrity challenges across various sources, ensuring consistently valuable reporting insights. Such insights empower your organization to optimize resource management, elevate customer experiences, and strengthen relationships through contact center interactions. Furthermore, the CEP collects both real-time and historical data, presenting a comprehensive narrative of the customer journey in one accessible location, ultimately enhancing strategic decision-making. With ethosIQ, the future of data-driven insights is bright and full of potential.

Cisco CX Cloud serves as a comprehensive hub where users can tap into the knowledge and best practices of Cisco and its partners. This platform offers a seamless digital experience aimed at facilitating growth at a pace that suits your needs, guiding you toward success through a structured approach. The lifecycle journey is organized around specific use cases, complete with checklists and straightforward steps designed to expedite your journey toward realizing business value. It offers contextual learning opportunities to enhance knowledge and empower your workforce effectively. By utilizing actionable telemetry, it connects customers, partners, and Cisco, leveraging AI and ML to unveil distinct insights. CX Cloud stands as the digital foundation for Success Tracks, providing use case-driven guidance that enables you to reach your business objectives swiftly and at scale. Additionally, it offers enhanced visibility into expansive network infrastructures, improving both security and performance. This transformation of enterprise networks is pivotal for fostering global innovation and growth, paving the way for partners to lead in delivering transformative outcomes for clients. Ultimately, CX Cloud is not just a tool; it’s a catalyst for driving significant change in the digital landscape.

Empower your team members, including supervisors, trainers, Quality Assurance personnel, and agents, to enhance customer interactions effectively. Utilize a user-friendly platform to review both live-monitored and recorded calls, along with synchronized voice and screen recordings. Automatically assess interactions to uncover actionable insights that can significantly boost service quality. Evaluate call-handling proficiency and ensure agents are following established scripts and procedures using advanced call center quality management software. Simplify team performance management with an intuitive interface that allows you to listen to, watch, assess, and score agents while providing constructive coaching and e-Learning opportunities. Equip your agents with packaged call content and e-Learning materials that drive improvements in key performance indicators (KPIs) through timely, relevant, and consistent feedback. Conduct evaluations in a streamlined, efficient manner to prepare agents for success by offering comprehensive performance reports that highlight areas for growth and excellence. By focusing on these strategies, you can create a culture of continuous improvement within your call center.

Mitel Teamwork is a versatile collaborative application available both online and on mobile devices, specifically tailored for users of Mitel MiCloud Connect. It features a suite of integrated tools, including real-time instant messaging, team workspaces, video conferencing, and desktop sharing, all aimed at revolutionizing your work processes while boosting team productivity and collaboration, regardless of location. By combining these essential communication features into one comprehensive service, employees can minimize the time spent on connecting and maximize their engagement in meaningful conversations. This ensures a seamless communication experience across all devices, allowing users to easily transition from their desktop to mobile without missing a beat. The convenience of being able to pause a discussion on one device and continue it on another exemplifies the simplicity of the platform. With Mitel Teamwork, collaboration is possible anytime and anywhere, whether you're in the office, working from home, or traveling. This flexibility empowers teams to remain connected and efficient, further enhancing their ability to work effectively together.