Contact Center Solutions and Call Center Software

Enhance the customer experience (CX) by empowering your agents with our innovative contact center solutions, designed to help you efficiently manage customer calls and interactions to deliver a premium service.

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Balancing cost and CX in contact centers

Contact center leaders are racing to keep costs down while still providing exceptional customer service. In today’s call centers, this task is tougher than ever due to the growing volume of customer calls and the increasing complexity of securing and managing customer information.

So, what can you do to enhance customer experience and get a leg up on the competition? Organizations that come out on top are adopting these two best practices:

  • Moving beyond legacy call center solutions, including traditional workforce optimization and workforce management
  • Investing in contact center automation

Implementing contact center solutions that allow you to do both of these practices exceedingly well is critical if you want to have a competitive edge and meet your evolving business needs.

Read the Alorica Story
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Beyond Workforce Optimization (WFO)

Workforce Optimization (WFO) helps you increase productivity and improve customer experience by optimizing agent performance, coaching, and staffing. However, to stay ahead in today’s competitive contact center software landscape, workforce optimization alone simply isn’t enough.

Leading brands are retaining their top agents by providing quality assessments and performance feedback as well as schedule flexibility to create a better work-life balance. These capabilities meet the needs of the new generation of employees by leveraging modern technology and customer experiences.

Call center software solutions enable organizations to provide both exceptional customer and agent experiences.

Learn More About WFO

Optimizing workforce and customer engagement

Workforce Engagement (WFE) is the next step in the evolution of WFO. Workforce Engagement software combines the contact center solutions used to optimize staffing, coaching and performance with real-time tools to boost agent performance and customer engagement across the growing number of communication channels available in the cloud.

WFE enables you to optimize call center agent availability, easily evaluate service quality, and access real-time analytics to see agent performance and customer experience.

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Embrace automation in the contact center

Automation takes the pressure off businesses, which are rapidly reaching a breaking point. With contact center solutions and CX automation, you can offload manual, repetitive tasks so your employees can focus on work that matters. By automating routine tasks, you not only help them do better work but increase agent productivity.

You can leverage CX automation to handle the increasing volume of customer interactions without increasing headcount. Call center software providers can enable you to resolve issues faster to improve customer satisfaction and strengthen customer relations with automated call routing and accelerated service times.

Learn More About CX Automation

The contact center of the future is here: it's driven by AI

Leading contact center providers are starting to incorporate artificial intelligence (AI) into their solutions to improve processes and performance. Human agents and AI-powered bots can work together to streamline customer self-service options and enhance agent performance and expertise, ultimately improving workforce management.

Verint is not just adopting AI; we’ve built AI-powered specialized bots that automate manual CX workflows and are delivering AI business outcomes now. Organizations are benefiting from, increased:

  • Agent capacity
  • Manager capacity
  • Revenue
  • Customer satisfaction / Net Promoter Scores (NPS)

For example, using Verint Quality Bot, you can automate the entire quality management process, from scoring calls to assigning coaching sessions, to quickly identify and resolve skill gaps and compliance concerns.
This hybrid workforce of humans and bots can boost productivity while supporting a healthy work-life balance for your employees. Organizations that embrace CX automation capabilities available with call center software solutions are leading the way in delivering superior customer satisfaction and loyalty while aligning with long-term business needs.

Learn More About AI-Powered Specialized Bots
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“Verint has a global reach with a deep understanding of customer engagement, CX, and contact center operations with significant market share and brand recognition.”

Opus Research, June 2019

Featured solutions

  • Workforce Engagement

    Keep employees engaged, motivated, and informed with a comprehensive set of contact center solutions for delivering great customer service.
  • Workforce Management

    Reduce the risk of overstaffing, overtime, and shrinkage while automating tasks, identifying time-off opportunities, and providing employees with schedules they prefer.
  • Knowledge Management

    Answer every question with confidence. Handle customer service issues faster and more consistently without sacrificing quality.
  • Automated Desktop

    Unify your customer data to simplify processes, reduce mistakes, and drive efficiency. Show the right information, right when it’s needed.

Featured contact center resources

Frequently asked questions about call center software

A call center is where customer support teams handle inbound calls and outbound calls with customers to resolve issues, making call centers a key element of customer relationship management. Traditionally, call center solutions are primarily focused on telephony-based communication. They use automatic call distribution system, which often lacks the depth and maturity to effectively handle the multi-channels customer interactions of today. This limitation creates friction and leads to rigid siloes, hindering call centers’ ability to deliver a seamless customer experience.