Pega Case Management helps users resolve customer problems with efficiency and consistency. To do this, the platform provides customer service agents with complete information displays, recommends agents to cases based on expertise, and adapts to case complications on the fly.
WFMwizard Call Center Workforce Management is a workforce management platform designed to offer a complete workforce management planning cycle for small and medium call centers. The application can forecast inbound call volumes, automatically executing and comparing advanced algorithms as well as use reliable staffing calculations using proprietary Erlang C equations. The software applies Shift Design optimization using the graphical interface and optimization engine. The platform implements algorithms for scheduling for each agent to the best possible shifts as well as reports and charts keep the user informed on systems’ results.
Live chat’s bubble is on the rise. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Live Chat Effectiveness report which shows one in five shoppers prefer online chat over any other communication method. Featured here are seven best practices for offering a superior live chat customer experience
TASKE Report is a call reporting solution designed for companies with small call centers. The program is entirely web-based and provides simple call center intelligence, such as call history logs, agent performance tracking, and activity review.
TASKE Real-Time is a call center platform designed to allow businesses to oversee call traffic to analyze the quality of customer service. The application provides real-time view into a business’s call center to give insights into issues that were previously unresolved and can monitor waiting customers to gather information on queue times, waiting list sizes and other important analytics.
Synthesis is a call center software platform that integrates CRM, scripting, and CTI. Through its visual interaction design framework and a foundation of Synthesis Business Process Management, the platform aims to optimize the effectiveness of call center employees.
Jitbit Hosted CRM is a cloud CRM for managing your organization’s interactions with customers and prospects, enabling you to track contacts and implement your sales, marketing and customer service processes. Track and report on everything from contacts and company names to upcoming tasks.
Jitbit Help Desk is software for enabling customer support and managing your help desk system. It allows your company to track support tickets, deal with customer issues, monitor customer feedback, and handle all communications with its two-way seamless integration into your email system.
VHT Conversation Bridge is a multichannel callback solution that holds a customer’s place in a call center queue, and phones them back when an agent is available to speak to them, regardless of what channel the customer contacts the company through – gaming console, mobile app, smartphone, social media site, or the web. The platform reduces customer effort to reach company representatives by facilitating easy communication channel switches, and enables customers to gain control over their relationship with the user’s brand and business practices.
Help desk software might not be the most exciting field at first glance, but Desk.com’s approach, started when it was an independent company and continued now as a subsidiary of top CRM solution provider Salesforce, brings a novel spin to social customer support capabilities.