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TOP 10

2012 Edition

Call Center Software Vendors REVEALED

Pro les of the Leading Call Center Software Vendors


For more information, visit

Business-Software.com/CallCenter

About Call Center Software


For years, call centers have served as the primary mode of communication between a company and its existing and potential clients. But, the call center as we once knew it is long gone. Products and services are more complex and customer demands are greater than ever before. As a result, the ability to effectively manage operations while ensuring the highest quality of service has become a tremendous challenge. What used to be a small team of agents that handled simple inbound phone calls such as answering routine questions or providing basic information has now evolved into several different types of operations. These include: Call centers. These departments still focus primarily on inbound phone calls. Although, the role of the agents has changed drastically to include order taking, up-sell/cross-sell, and other more advanced responsibilities. Additionally, some call centers today are tasked with outbound phone outreach, such as telemarketing and lead qualification. Contact centers. Today, many customers prefer to communicate with the companies they do business with through alternate, more convenient channels. Contact centers, also referred to as customer interaction centers, provide mechanisms for customers to serve themselves via the Web, and make agents available through other vehicles, such as email, fax, or live chat/IM. Virtual contact centers. Unlike traditional contact centers, where a large team of agents reside in the same location and are managed by an on-site supervisor, virtual contact centers consist of smaller teams that work from various branch offices, or even single representatives who work out of their homes. While this approach can reduce real estate and other costs, it also presents additional challenges in terms of call routing and agent monitoring and management. What is Call Center Software? Call center software comes in all shapes and sizes. There are numerous different types of applications on the market today that enhance the various aspects of call center management. Some of the most popular include:

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About Call Center Software


Interactive Voice Response (IVR) With an IVR system, companies can automate routine inquiries, such as requests for account balances or questions about the status of orders, so agents are free to address more complex problems. Customers use the numbers on their touch-tone phones to make their requests (i.e. enter in their account or order number), which are then sent directly to a database where information is pulled and spoken back to the customer using pre-recorded phrases, or text-to-speech technology. Many IVR systems also offer speech recognition capabilities for additional convenience, as well as survey functionality to gather feedback from customers after an interaction has been completed. Computer Telephony Integration (CTI) CTI bridges the gap between IVR systems, phone switches, and agent workstations. For example, a customer exits your IVR system halfway through a transaction. As the call is transferred to the appropriate live representative, all the information they already provided travels with it, and dynamically appears on the agents screen when he or she picks up the phone. This accelerates handling time and resolution, and saves customers the frustration of having to give the same information twice. Call Recording Your call is being monitored for quality assurance. Anyone who has heard that line has witnessed call monitoring software in action. Calls are recorded, and can be played back at a later date for a variety of purposes (i.e. to evaluate an agents performance, to settle a customer dispute, etc.). Call Monitoring These systems take call recording one step further, allowing companies to set predefined thresholds, such as the use of certain words or calls that pass a certain length. They work by either flagging certain recordings for supervisor attention at a later time, or by sending an immediate alert to a manager, who can then monitor the call live, as it is taking place.

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About Call Center Software


Call center Analytics/Performance Management Key performance indicators are critical to the ongoing management and improvement of contact center operations. Call center analytics solutions allow supervisors and team leaders to track their most important metrics such as first call resolution, call handle times, survey results, etc. Armed with this information, they can identify the positive and negative trends that impact customer satisfaction, and take immediate corrective action when needed. Workforce/Agent Management The availability and effectiveness of agents is what makes or breaks a call center. These solutions fully automate critical workforce management-related processes such as scheduling, performance assessments, and training. Key Benefits for Your Company There are tremendous advantages that can be realized through the use of the many types of call center applications. With call center software, companies can: * Increase customer satisfaction through the delivery of a higher caliber of service. * Improve agent productivity and retention. * Minimize overhead costs through a reduction in phone service fees and agent training expenses. * Boost revenues by empowering representatives to actively participate in marketing promotions, and identify and leverage new sales opportunities. Does My Company Need Call Center Software? Every company has something to gain by enhancing customer interactions through the use of call center software. The proof is evident in a recent CFI Group study, which cites a direct link between call center performance, company reputation, and client loyalty. According to their research, only five percent of customers indicated that they were likely to take their business elsewhere if their issue was successfully resolved by a contact center, while 79 percent stated that they would spread positive word of mouth. Customers whose issues were not resolved promptly had much greater potential defection rates  percent and were more likely to tell other buyers about their bad experience 76 percent.

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About Call Center Software


Additionally, a Genesys survey demonstrates that 7 percent of customers would repeatedly buy from a company based on a great call center experience, while 0 percent would end the relationship if an interaction was unsatisfactory. What to Look for When Choosing a Call Center Software Package Integration In order to be most effective, call center software applications must seamlessly link to existing telephony systems such as switches and predictive dialers. This will provide a complete picture of all call-related activities, allowing managers to gather additional statistics such as call volumes, hold times, and transfers. As a result, they can better manage workloads, and gain greater insight into the true customer experience. Multiple Communication Channels Even if your call center only conducts business by phone today, customers are likely to demand service via email, chat, fax, and other channels in the near future. So, be sure the contact center software you choose can extend its capabilities beyond phone interactions to support communications via any vehicle. Support for Virtual Contact Centers The virtual model is becoming an increasingly popular one for todays contact centers. If your call center consists of agents that reside in numerous disparate locations, or you plan to move to a virtual call center model in the near future, youll need contact center software that fully supports your operations. Top Call Center Solutions You have many options when choosing a call center solution. To make your selection a bit easier, weve featured some of the leading call center vendors in this paper. Review these companies, and youll be well on the way to finding the right call center solution for your marketing department.

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www.frontrange.com |

1-00-776-79

HIGHLIGHTS * * * * Focus on call center solutions for small and mid-sized businesses. Affordable solution, providing core service and support functions. Free trial available. Deploys quickly. Configuration is rapid. Intuitive UI minimizes training.

OWNERSHIP: Private FOUNDED: 199

HEADQUARTERS: Pleasanton, CA TRIAL: Trial is available

CALL CENTER SOLUTIONS: * FrontRange Voice

CUSTOMER FOCUS: FrontRange develops and delivers call center solutions for any size company, in any vertical, with specific design considerations for small to mid-sized organizations. SELECT CUSTOMERS: Coca Cola Bottlers, Virgin Money, Chicago White Socks Fan Club, Auburn University, destinationCRM.com.

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About FrontRange
FrontRange Software, Inc. (the creators of GoldMine Software Corp.) is a leading provider of software solutions for sales, marketing, and customer service and support solutions for small- to medium-sized businesses and distributed enterprises. FrontRange Software Corp. includes over 600 employees, more than 1.7 million users, several hundred Value Added Resellers and 10,000 customer sites worldwide. The corporations global presence includes offices in North America, Europe, AsiaPacific and South Africa. Goldmine is owned by FrontRange Solutions, a developer of award-winning software and solutions used by more than 10,000 companies and over 1. million users worldwide to manage a wide variety of business relationships and provide exceptional service. FrontRange Solutions, a provider of CRM and service management applications for over 20 years, with more than 10,000 customers worldwide is your source for integrated applications that allow you to drive customer loyalty, increase productivity and sales effectiveness, and build exceptional relationships across your entire value chain. Integrated Telephony Solutions for GoldMine FrontRange GoldMine Voice Solutions is a comprehensive communications solution that combines the two most powerful customer contact business tools - your phone system and your GoldMine Customer Relationship Management (CRM) software system. It is designed to help businesses deliver an optimal customer experience using advanced IP telephony to drive business value in every customer interaction. FrontRange has long provided CRM software solutions to increase sales, improve marketing tactics, and help companies analyze and communicate with their best customers and prospects more efficiently. GoldMine Voice solutions are designed to bring productivity to your sales and customer support teams. GoldMine Voice Solutions includes an advanced, software-based IP telephone system with IVR, ACD, Call Recording, Unified Messaging, Auto Attendants, inbound and outbound productivity applications as well as easy to use management.

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About FrontRange
FrontRange Key Benefits * Help your business deliver better customer service with simplified call routing giving inbound callers easy access to GoldMine users and delivering screen pops of caller information * Increase sales using outbound calling campaigns with automated preview and progressive dialing applications including list management, call distribution and real time status reporting. * Standards based VoIP solutions leverage your existing infrastructure to reduce your overall cost of ownership * Make your business more competitive with a complete, fully integrated solution that reduces implementation costs and an accelerated Return On Investment * Future proofs your business with a software-based CRM communications solution that keeps pace as your changing business requirements by simply updating your system software. FrontRange Software Key Features * Click to Dial - Increase GoldMine user productivity by offering click to dial out of GoldMine contact records and with automatic tracking of calling activity in the customer record * Screen Pops - Help your customers provide better service when inbound calls ring and automatically trigger a screen pop of GoldMine customer information to their desktop PC * Better Campaign Management - Simplify your customers outbound calling campaigns with preview and progressive dialer application (list management, call distribution, status reporting) * Pop Telemarketing Calling Scripts - Increase effectiveness of outbound calling groups with Automated Script Pops that maximize outbound sales campaign performance. * Powerful VoIP Softswitch - Complete IP business telephone system is included as the foundation of the GoldMine IP Voice Suite. Designed to work as a stand alone phone system, or integrate with your existing office phone system. * Unified Voice Messaging - Powerful unified messaging / voicemail allows voicemails to be sent as email attachments, or as tasks in GoldMine.

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About FrontRange
* Web-based application builder - Change the Auto Attendant messaging to your customers or adjust call routing options with this easy-to-use GUI application. * Integration with business applications - Seamlessly integrates all current versions of GoldMine CRM. * Conversation recording tools - Built in quality management allows scheduled call recording, and agent requested recording of appropriate conversations such as a transaction or customer complaint and attach them to customer records for later review. * Self management and reporting CRM software solution - Simplified Web based management and reporting eliminates the need for expensive rd party support. Allows supervisors to monitor rep conversations, and even whisper coach or barge if required.

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www.incontact.com | info@inContact.com | 1-66-96-7227

HIGHLIGHTS * Worlds largest cloud-based call center solution * Over 70 call center deployments * Used by over 60,000 agents globally * Over one billion calls handled per year * Industrys best-published service level agreement of 99.99% * Over 100 integrations to top CRMs

OWNERSHIP: Public (NASDAQ: SAAS) FOUNDED: 1997

HEADQUARTERS: Salt Lake City, UT BUSINESS MODEL: Software-as-a-Service (SaaS)

CALL CENTER SOLUTIONS: * inContact on Demand Call Center Software

CUSTOMER FOCUS: inContact is able to deliver enterprise-class contact center productivity to any size business especially those with a distributed workforce either at-home or multi-site. inContact also provides profitable solutions for those in the outsourcing, healthcare, financial, retail/direct sales, public sector and insurance industries.

SELECT CUSTOMERS: Extra Space Storage, KellyConnect, Silverpop, support.com, Peidmont Natural Gas, Bosley, Humana, instawares.com, Fujitsu, Mrs. Fields, ICON Health & Fitness, 2-1-1 San Diego, Graco, Saks Fifth Avenue and Sitel

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About inContact
inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center call routing, self service and agent optimization solutions. The companys services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. inContact began as a reseller of telecommunications services in 1997 and has evolved to become the leading provider of cloud-based call center solutions and the only company to pair a software offering with network connectivity. Industry analysts such as Ovum, DMG Consulting, and Ventana Research have confirmed the companys leadership position in the market. inContacts sophisticated cloud-based technology gives call centers many advantages not available with traditional premise-based systems. Aside from being far more cost effective, inContact allows call centers to create a differentiated and profitable customer experience. inContact enables call centers to understand their customer preferences, touch points and channels; optimize the mix of self-service and agent-managed contacts; and deliver customer-centric business insights. As a complement to the companys call routing and agent optimization solutions, inContact has built inUnison, a powerful ecosystem of alliances with leading solution providers that are easy for customers to buy and implement. The inUnison is aligned by vertical and customer need and offers an intelligent workflow between the platform and applications. The inContact platform includes an ACD with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, WFM, eLearning, hiring and customer feedback measurement tools. Together, the inContact platform creates an integrated, all-in-one solution for operations seeking to support call centers, including those with a distributed workforce either at-home or multi-site.

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About inContact
inContact Call Center Products inContact Platform inContact ACD inContact IVR inContact CTI inContact Network Connectivity inContact Predictive Dialer inContact Blended Dialer inContact ECHO Customer Survey inContact Quality Management inContact Workforce Management inContact Screen Recording inContact eLearning inContact Content Authoring inContact Hiring inContact Reports 2.0 inContact Salesforce Adapter inContact Call Center Key Strengths The inContact hosted call center software provides the following key features: * No need to buy, maintain or upgrade hardware * No large upfront costs * No annual maintenance or upgrade costs * * * * * * * Automatic updates Multiple sites can operate as one, reducing IT costs At-home friendly Billed only for what you use each month Reduces attrition In-house telecom reduces connectivity costs Leverage your ability to succeed while remaining low risk

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About inContact
inContact Call Center Highlights inContact Makes Operating a Profitable Call Center Easy * Enable higher and faster profitability with no upfront capital expense and a quick ROI * Get the tools you need to remove barriers and provide exceptional customer service * Do business the way that works for you: at-home, globally, or multi-site * Automate mundane service processes so you can focus on more profitable business activities * Reduce your IT costs and eliminate technical hassles, so you can quickly be up and running * Seamlessly integrate with multiple in-house and commercial technologies, including CRM systems Backed by Research, inContact is the Most Reliable Contact Solution on the Market * According to Ventana Research, inContact has the highest product reliability in the business * 99.99% availability SLA * Successfully process over 0 million calls a MONTH * Geographically redundant No One Does as Much Secure Business as inContact Does * Their dedicated Trust Office staff ensures the highest standards for security, availability and reliability * 7x2x6 Network Operations Center * SAS70 audited data centers * PCI Compliant * Safe Harbor Certified * Change control policies, regular and timely patch management, disaster recovery planning and security training * Geographically redundant databases using real time replication, encryption, HTTPS and SFTP

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About inContact
Whether inContact Helps You Make Money or Save Money, It All Adds Up to Higher Profitability * Their various hosted call center software solutions enable you to reduce the cost and increase the profitability of every customer interaction * With their solutions and the expertise of their Professional Services team, they can help you create a brand-building and differentiated customer experience that will enable you to grow * Require no upfront hardware costs * Your technology is updated automatically without cost to you * On-demand scalability means you can scale up and down as needed and will never have to pay for unnecessary staff * Their pay as you go billing model means you only pay for what you use

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www.salesforce.com | info@salesforce.com | 1-00-667-69

HIGHLIGHTS * Award: 2007 Product of The Year Award Customer Interaction Solutions. * Simple, but powerful solution which effectively increases agent productivity. * Free Trial Available.

OWNERSHIP: Public (NYSE: CRM) FOUNDED: 1999

HEADQUARTERS: San Francisco, CA TRIAL: Free Trial Available

CALL CENTER SOLUTIONS: * Salesforce Service & Support

CUSTOMER FOCUS: Companies of all sizes use Salesforce.com. SELECT CUSTOMERS: Nokia, AOL, Dow Jones Newswires, United Way, Phoenix Technologies

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About Salesforce.com
Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who pioneered the concept of delivering enterprise applications via a simple Web site. Since its founding, Salesforce.com has achieved remarkable recognition with customers, partners, investors and the media. The company attributes their success to products that are easy to learn and use, can be up and running in weeks or days, fast ROI, and customer dedication. Salesforce.coms provides an array of CRM and business application services, which enable customers and subscribers to systematically record, store, and act upon business data; and to help businesses manage customer accounts, track sales leads, evaluate marketing campaigns, and provide postsales services. The companys CRM services principally focus on sales force automation, marketing automation, and customer service and support automation. Salesforce.coms sales force automation services enable salespeople to be productive by automating manual and repetitive tasks; provide organized data about their current and prospective customers; and help companies to establish a system and a process for recording, tracking, and sharing information. Salesforce.coms marketing automation services enable companies to manage marketing campaigns. And customer service and support automation services such as Salesforce Call Center allow companies to interact with their existing customers in various areas. These software services are available through enterprise edition, professional edition, and team editions. Salesforce.com is headquartered in San Francisco, California. More than 01,000 subscribers at 2,00 companies worldwide depend on Salesforce to manage their customer relationships. The companys software is used by companies of all sizes, in all industries, around the globe Salesforce.com Key Strengths * With its simple yet powerful application, Salesforce Call Center provides your call

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About Salesforce.com
center agents the tools necessary to be effective and successful. * Comprehensive customer information tools and easy access to other useful customer information provides agents with complete customer visibility, providing a centralized and comprehensive source of customer information to keep all your departments on the same page. * Analytics and reporting tools to track service performance as well as other critical metrics, enabling customized reports and allowing your company to accurately gauge company performance. Salesforce.com Technology Salesforce Call Centers Software-as-a-Service customer service application is designed to help contact center agents work more efficiently. Computer-telephony integration capabilities within Salesforce Call Center help companies leverage existing infrastructure and integrate it seamlessly within contact centers to improve call handling, response times and agent performance. Salesforce.com Call Center Features Agent Console Comprehensive customer information which is easily accessed right off the agents main computer screen enabling quick case resolution. Reports and Dashboards Complete oversight over all service metrics with comprehensive reporting and dashboard tools Case Management Customer issue documentation feature which allows easy and complete recording Case Collaboration Easily work with other agents within the company on complex cases. Ideas Management Manage new ideas to help improve performance. Centralized database allowing agents to provide helpful tips to other agents. CTI Easy integration with over 70 different CTI systems. Knowledge Base Centralized knowledgebase to allow easy access to information to quickly resolve issues. Call Scripting Provide agents with a template to follow ensuring what is necessary is said and improving call efficiency. Email Management Track and store all emails with email management tools. Improve

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About Salesforce.com
efficiency with easily customizable Email templates. Entitlement Management Ensure customers are receiving the support they need. Ensure that all customers are taken care of and nothing slips through. Workflow & Escalation Workflow automation tools to improve efficiency and productivity allowing agents to provide better and faster service to improve customer service.

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www.contactual.com | info@contactual.com | 1-77-72-2621

HIGHLIGHTS * 100% Software-as-a-Service contact center solution with phone, email, chat routing - no specialized hardware or software required * Industry-leading reliability due to our Advanced Virtual Tenant ArchitectureSM (AVTA) operating in  global data centers * Real-time monitoring and reporting provides critical contact center metrics * Award winning Agent Desktop manages all media types in a single, easy-touse interface * Out-of-the-box integration with leading CRM solutions like Salesforce Sales Cloud and Service Cloud, and NetSuite

OWNERSHIP: Private FOUNDED: 2000, California

HEADQUARTERS: Redwood City, CA TRIAL Demo available online

CALL CENTER SOLUTIONS: * Contactual OnDemand Contact Center

CUSTOMER FOCUS: Contactuals Call Center solution suite is aimed at small & mid-sized contact centers in enterprises of all sizes. The solutions help customer service, help desk, technical support and telesales environments overcome challenges that impact their ability to effectively service their customers. Key verticals include High Tech, Outsourcing/BPO, Retail, Financial Services, Insurance, Health Care, Pharmaceutical, and Travel/Hospitality. Contactual also targets divisions and departmental applications within large, distributed enterprises; underserved communities with little to no access to corporate IT resources. Examples include facilities help desks, employee services/HR help desks, travel desks, investor relations desk and small product divisions. SELECT CUSTOMERS: NetSuite, Hewitt, GE, Jamba Juice, Olympus, HomeAway, TakeCare Health Systems, iPass, Cash Edge, Boston Market, FansEdge, Teachscape, and Skin MedicaCycle
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About Contactual
Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way to deploy a world class call center. Contactual delivers rapid time to value and significantly reduces costs by eliminating the need for premises-based infrastructure and the associated integration hassles and hidden maintenance costs. This enables organizations to operate virtual contact centers with agents working from seamlessly from multiple sites or even their homes. Delivered via Software-as-a-Service (SaaS), agents need only a web browser, an internet connection, and a phone to effectively manage all customer interactions. Contactual won Customer Interaction Solutions magazines 2010 Product of the Year Award. Contactual was also a Best Communication Solution CODiE Awards finalist and earned the Frost & Sullivan Global Excellence in Technology Award. Contactual Call Center Key Strengths * Contactual OnDemand Contact Center is a complete solution for service, sales and support that enables organizations to manage customer interactions over multiple channels phone, email and chat. With the OnDemand Contact Centers flexible and comprehensive features, companies can cost-effectively improve the quality and efficiency of every customer touch point, thereby increasing customer lifetime value. * Contactual eliminates the headache of managing point solutions for phone, email, chat, and voicemail. The solution reduces average call time and makes agents more productive via screen-pop and skills-based routing. It also increases case resolution rates thanks to quick access to FAQs as well as a full history of the support request via CRM integration. * Award-winning application designed to be set up and administered by call center administrators, not IT. Superior agent interface design driven by thoughtful approach to human factors and agent work environment. Very rapid start-up and provisioning of IVR, skill based routing scripts and agent profiles. System up and running in days not weeks or months. Agents and supervisors proficient with the application within hours of first use. * Widest range of integration options, including pre-built, one-click integrations with popular CRM applications, an optional built-in Case and Contact Management Tool (CRM-light), and a published API suite.
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About Contactual
Contactual Technology Delivered 100% in the Software-as-a-Service (SaaS) model, the Contactual solution allows organizations to deploy a state-of-the-art contact center within days while avoiding large upfront capital investments or technology maintenance costs. Call Center Key Features ACD IVR CTI Skill-Based and Skill Level Routing Multimedia Interaction Management Desktop Sharing FAQ Knowledgebase Contact and Case Management Real-time Monitoring Call Recording and Logging Comprehensive Reporting Tools CRM Integration Contactual offers complete call center software solutions and is ideally suited for: Customer Service Internal Help Desks Telesales Teams Technical Support Business Continuity programs Virtual/Home Agents environments

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http://crm.dynamics.com | 1--77-799

HIGHLIGHTS * Highly customizable CRM application/platform. * Familiar Microsoft Outlook-like user interface. * Robust reporting engine for sharing between users in a variety of formats, including Excel, HTML, PDF, XML and CSV. * 2009 CRM Market Leader - ROI Awards * CRM Magazine Leader, 200 - Enterprise, MidMarket, and BI

OWNERSHIP: Public (NASDAQ: MSFT) FOUNDED: WA, 197

HEADQUARTERS: Redmond, WA BUSINESS MODEL: On-Premise and Hosted

CALL CENTER SOLUTIONS: * Microsoft Dynamics CRM Contact Center

CUSTOMER FOCUS: Enterprise, Mid-Size and Small Businesses SELECT CUSTOMERS: Barclays, Hard Rock Cafe, Pfizer Australia, United States Air Force PRICE: The full-suite Professional Edition is priced between $622 and $0 per user and $1,2 and $1,761 per server. Full-suite Small Business Edition, which is a requirement for the Small Business Edition, is priced between $0 and $99 per user and between $2 and $99 per server.

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About Microsoft Dynamics


Microsoft Dynamics for customer relationship management empowers employees to boost sales, satisfaction, and service with automated CRM thats easy to use, customize, and maintain. Microsoft Dynamics business software offers a wide spectrum of feature-rich, affordable CRM solutions to help companies meet their specific needs. Whether a company is a small, growing business or a large organization with a high number of customers and large sales and marketing team, it can use Microsoft Dynamics to help manage relationships even better. The Microsoft Dynamics CRM suite of products provides solutions around Sales Force Automation, Customer Service and Marketing. Sales Force Automation - Clients can get their sales force quickly up to speed with the advanced but easy-to-use features of Microsoft Dynamics CRM. Customers can take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to drive more sales. The Sales Force Automation solution supports the following functions: Planning, Leads, Opportunities, Accounts, Productivity, Pipeline, Workflows, Mobility, Analytics. Customer Service - With Microsoft Dynamics CRM customer service solutions, clients can transform customer service into a strategic asset. With a 60-degree view of the customer, agents can resolve issues quickly and reduce handling times with advanced customer service software. By automated processes, clients can also reduce costs and help to ensure consistent customer service is delivered across all touchpoints. The Customer Service solution supports the following functions: Accounts, Cases, Contracts, Knowledge Base, Scheduling, Workflows, Mobility, Analytics. Marketing - With marketing management and automation software from Microsoft Dynamics CRM, helps customers to market more effectively, improve productivity, and gain actionable insight into marketing campaigns. The Marketing solution supports the following functions: Data, Segmentation, Planning, Execution, Events, Response, Internet Marketing, Productivity, Workflows, Mobility, Analytics. The CRM solutions and capabilities within Microsoft Dynamics connect closely to other

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About Microsoft Dynamics


Microsoft technologies that companies may already use. This brings together data, helping sales people to answer customer questions without making the customer wait. When employees use the CRM functionalities of Microsoft Dynamics, they work within a familiar Microsoft software environment. This helps reduce the distraction of having to learn and work with disparate software tools. Microsoft Dynamics solutions are typically implemented by a Microsoft partner with the right industry and technical expertise. Microsoft Dynamics CRM and its global community of partners offer flexible, easy-to-use CRM solutions designed for many industries including Financial Services, Manufacturing, Professional Services, Healthcare Providers, Health and Social Services, Retail, Hospitality and Entertainment, Education and the Government sector.

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www.convergys.com | 1-00--000

HIGHLIGHTS * Proactive Service: Delivering personalized outbound notifications via the customers channel of choice (IVR, SMS or email) * Self-Service: Enabling a more intuitive and effective multichannel self-service experience * Assisted Service: Providing intelligent contact routing and leveraging a multichannel knowledge base to drive Web self-service and live agent efficiency

OWNERSHIP: Public: CVG FOUNDED: 199

HEADQUARTERS: Cincinnati, OH TRIAL: No.

CALL CENTER SOLUTIONS: * Convergys Intervoice Suite * Convergys Intelligent Automation * Convergys Dynamic Decisioning

CUSTOMER FOCUS: Convergys delivers call and contact center solutions to mid-size and large enterprises in the following industries: Communications, Financial Services, Government, Healthcare, Retail, Technology, Travel & Transportation, Utilities/Energy. SELECT CUSTOMERS: T-Mobile, Cisco, EyeMed Vision Care, Honeywell International, Telkomsel, SingTel Optus, Advanced Info Services PLC.

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About Convergys
Convergys enables companies to establish and support a relationship management strategy. Consumers want a better experience with less demand on their time; companies need to find new ways of growing revenue and reducing their costs. Convergys has the knowledge and capabilities to take this from concept to practice and to bridge the Consumer and Company imperatives. By applying the right combination of talent, technology and insights to your business problems, Convergys can enable you to drive greater value from customer interactions across multiple channels, geographies and generations. The underlying strengths that Convergys has to support relationship management practice is a portfolio of services, technology and operations that work in tandem to support self-service, agent assisted and proactive customer interactions. Convergys combines the power of intelligent contact center technologies, a global operating model, and a superior understanding of the consumer based upon analytics and rigorous program optimization tactics that results in a better experience for your customers and strategic advantage for clients. Their operational know-how and years of expertise that allows us to consult with clients to create a customized solution to meet your needs. Convergys Key Features Unlike other solutions that use intelligence to simply route the customer to the appropriate agent, the intelligence within the Convergys Intelligent Self-Service Solution follows the customer through their entire interaction experience from the time they initially make contact to the time their issue is resolved. Call Center Software Products: * Consistent, personalized customer service * Routing based on customer data * Increased automation and reduced operating costs * Centralized management and monitoring of multiple sites

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About Convergys
Intelligent Automation Products: * Centralizes and simplifies business policy management * Drives consistent customer experiences across all channels * Delivers real-time services, sales and retention actions * Leverages existing IT investments Convergys Technology Convergys uses World Wide Web Consortium (WC) and Internet Engineering Task Force (IETF) standards more thoroughly than any other voice portal vendor. These standards include VoiceXML, CCXML, Web Services and SCXML, which facilitates asynchronous and parallel handling of customer interactions. Our extensive support for standards simplifi es integration with other customer service solutions, existing business logic, back-end applications and data repositories. Convergys also provides the worlds fi rst commercial development tool and contact center runtime built on a SCXML engine specifi ed in the WCs VoiceXML .0 drafts. Convergys Software Highlights The Dynamic Decisioning and Customer Intelligence Solution enable you to add more personalization to each customer contact, as well as empowering your CSRs with realtime decision-making tools. Convergys knowledgeable consultants work closely with your organization, applying unique customer data management processes to design a program utilizing real-time, rules-based software engine. Convergys clients have incorporated these data management processes and personalized the customer experience to: * Reduce call handle times by up to 20% * Increase call containment rates by up to 20% * Improve loyalty and retention * Accelerate self-service adoption rates * Lower costs

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www.telax.com | 1--0-TELAX

HIGHLIGHTS * Leverage all existing hardware, no need to buy new equipment, ever * Fully supported by an accountable customer service * Only solution available at a true firm-fixed price * Native workforce management module for forecasting, scheduling and adherence * RESPORG services to manage Toll Free Numbers * Most comprehensive reporting and business intelligence engine * 100% of inbound and outbound calls recorded, chats and emails archived

OWNERSHIP: Private FOUNDED: 1999

HEADQUARTERS: Toronto, ON, Canada TRIAL: Monthly Contract Available

CALL CENTER SOLUTIONS: * Telax Hosted Call Center

CUSTOMER FOCUS: Government agencies, enterprise, and SMEs in the following industries: Financial Services, Health Care, Education, Retail, Telecom, Business Process Outsourcers, Hospitality and Travel, Energy and Utilities.

SELECT CUSTOMERS: Northrop Grumman, Johnson and Johnson, Health Canada, Industry Canada, General Services Administration (GSA), State of Nevada, Dallas Independent School District, Calgary Board of Education, Hydro Quebec, XOJET, JetSuite, CI Financial, , Burberry

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About Telax
Telax has been offering voice solutions since 1999 initially hosted IVR and custom IVR implementations. Early clients included Royal Bank of Canada, United States Consulate in Toronto, AT&T and others. Telax Hosted Call Center began development in early 2000 as an advanced call center solution with more functionality than traditional hardware, at one tenth of the cost. Telax leverages the software as a service model to deliver clients with a customizable and easy to use call center solution that includes ACD, IVR, WFM, CTI, reports, recordings, remote agents, disaster recovery and much more. The first client in 2002 was Lennox Canada, first federal government contract was with Industry Canada in 200, both still active today, making Telax one of the earliest hosted contact center providers in North America. Since then, Telax has added more technical staff in application development, client support, and network/carrier divisions. Currently, Telax is the largest dedicated provider of hosted call center solutions in Canada. This contact center platform, featuring ACD, Dialer, IVR, WFM, etc, with third party application integration represents the only business line for Telax. As the developers of the solution, Telax is not dependant on any other organization for the feature set or the capabilities offered in the solution. Thus, Telax is able to add new features and functionality to quickly meet new demands of clients. Telax Hosted Call Centers success is driven by the ability to: * Offer a complete feature set in a single platform * Provide responsive, accountable support 2x7x6 * Deliver a firm-fixed price for contact center budgets * Reduce complexity of call center operations for clients * Simplify the agent experience with an easy to learn, ergonomic interface * Integrate with other applications for value-added solutions * Build in redundancy and execute business continuity plans * Connect all contact centers and remote agents, independent of geography

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About Telax
Telax Hosted Call Center Key Features Telax Hosted Call Center empowers clients to achieve their service goals while reducing costs with the following core technologies: * Universal ACD with voice, chat, email, callback, fax and more * Customizable IVR with integration and self-service * Screen pop and other CTI functionality * Native Workforce Management * 100% Recording and screen capture * Outbound dialer and automated notification * Advanced reporting, dashboard and time-tracking capabilities Additional capabilities include: * Build and grow call centers without capital. Telax clients pay for services from their monthly operations budget. * Drastically reduce total cost of ownership. With Telax, companies leverage their existing equipment. Full support and a technology refresh are included in every subscription. * Eliminate the headache of call center infrastructure. Let the experts at Telax deploy and manage your call center solution. * Prepare business continuity plans. Telax cutting-edge disaster recovery capabilities save revenue, mitigate exposure and allow you to enjoy business as usual during a crisis. * Drive cost savings while attracting and retaining better agents. Make telecommuting and virtual call centers efficient and cost-effective with Telax remote agent capabilities. * Learn by mining data and evaluating calls. Telax customers access call reports, agent stats and recordings of ALL inbound and outbound calls - from anywhere. * Improve staff productivity. The Telax Hosted Call Center interface is extremely easy to learn and use, making agents, supervisors and even administrators more efficient. * Evolve call centers seamlessly. Telax offers incredible options for customization and flexibility, allowing companies to adapt quickly to changes in your business.

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About Telax
Telax Technology Delivered in the Software as a Service model, Telax clients are up and running quickly and easily. With a simple to use solution and Telax providing best-practices new clients achieve increased efficiency and productivity immediately. Clients benefit from leveraging existing equipment and the ability to receive calls over any network, enabling maximum flexibility, with agents taking calls, answering chats and emails from any location on any phone. Telax Hosted Call Center Highlights To ensure their customers receive very best, Telax makes a pledge to each one: A RESPONSIVE, EXPERT TEAM. Telax pledges to exceed your expectations at every interaction. A dedicated support team of experts with specific knowledge about your configuration will be accountable to you 2 hours a day, 7 days a week, 6 days a year. Their singular purpose is to provide the expertise you need, when you need it. Telax understands that a responsive, knowledgeable team is paramount to success - before, during and after deployment. A SIMPLE SOLUTION. Telax pledges that simplicity will remain the guiding star of ongoing development. According to clients, being easy to use, easy to manage and easy to budget for are among Telax Hosted Call Centers top features. Agents can be trained in twenty minutes and administrators in under an hour. Reduced hiring and training costs, fast user acceptance and flat-out getting more from the solution, are a few of the many benefits of the simplicity principle. A PRICING STRUCTURE WITH CERTAINTY. Telax pledges that your subscription fee will remain the same every month. You and your budget deserve the peace of mind that a flat-rate plan provides. Its easy to plan and stay within budget with no additional long distance costs, no usage fees, no fees for standard changes, etc. With Telax, there are simply NO add-on charges for the daily operation of your call center and they promise to keep it that way.

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About Telax
A CUSTOMIZABLE TECHNOLOGY. Telax pleadges to deliver a solution that is the perfect fit for your needs. Their clients know every business is unique and cookie-cutter solutions fall short of their requirements. Working directly with your team, theyll configure a solution tailored to fit your needs. Telax Hosted Call Center Pricing * Firm-Fixed Price A flat monthly rate, no additional per minute charges or long distance fees * Concurrent seat pricing model share licenses amongst agents, only pay for those logged in at the same time * Free supervisor and administrator licenses - unlimited access to manage and configure your contact center * Free support call as often as you like, receive the support your require * Free upgrades never pay for an upgrade again * Free technology refresh receive new features regularly at no cost * No contract required well win your business every month

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www.liveops.com | 1-00-11-700

HIGHLIGHTS * On-demand virtual call center software. * Virtual call center services through a network of 20,000 independent home agents. * Flexibility - on-demand technology and independent home agent solutions, can be purchased together or independently. Scale your service up or down. * Strong management team of experienced, innovative leaders.

OWNERSHIP: Private FOUNDED: 2002, California

HEADQUARTERS: Santa Clara, CA TRIAL: No.

CALL CENTER SOLUTIONS: * LiveOps On-Demand Call Center

CUSTOMER FOCUS: LiveOps has over 200 customers, ranging from small businesses to Fortune 00 companies. SELECT CUSTOMERS: eBay, RONCO, MedTronic, Pizza Hut, NationsHealth, Murad, The Sylmark Group, Tristar Products, Aegon, LifeLock, BeachBody.

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About LiveOps
LiveOps provides best-in-class on-demand call center technology, as well as virtual call center services through a network of over 20,000 independent home agents, to hundreds of companies in both direct response and enterprise markets. In the direct response market, LiveOps has gained the undisputed reputation as the best performing virtual call center, with 0% more revenue per campaign than traditional outsourcers. For the enterprise market, LiveOps helps companies transform their traditional call center into a more flexible, highly scalable, and cost-effective virtual call center model. With strong roots in both entrepreneurship and engineering LiveOps offers a unique blend of a vibrant online agent community and a technology platform. With this unique mix, LiveOps is a very comprehensive and flexible call center solution. LiveOps has created the largest marketplace for call center workers, uniting independent agents with companies all over the world. LiveOps enables independent agents to work on their terms in any location, and at any time. Independent agents have expressed their satisfaction of working from home on a schedule they chose, while eliminating their daily commute and saving money on rising gas prices. In just five years LiveOps became the undisputed market leader for outsource call centers in the Direct Response market. In the past three years the company has aggressively expanded into the enterprise market with a marquee list of customers in insurance, financial services and retail industries. LiveOps Key Strengths * The LiveOps solution provides access to a pool of over 20,000 highly qualified agents throughout North America, versus agents located within commuting distance of a brick and mortar call center. * With LiveOps, customers can rapidly scale up call center infrastructure when they need it and reduce it when they dont and have the flexibility to respond quickly to business changes. * The LiveOps call center solution lets customers deploy a complete end-to-end call center platform in weeks versus months and pay for agents and technology only when they use them.

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About LiveOps
* Companies leveraging the LiveOps virtual agent model and high agent loyalty are lowering their agent attrition rates by up to 90%. * LiveOps on-demand technology and independent home agent solutions, can be purchased together or independently giving organizations greater flexibility, quality, and scalability than traditional, on-premise call center technology. * LiveOps has some of the best technology experts in the world many of whom are the early innovators of the most successful companies in Silicon Valley. Always looking for ways to improve call center technology, LiveOps continues to develop groundbreaking, gold standard solutions that enable thousands of individuals to work together on a flexible, highly scaleable, on-demand platform. * The LiveOps management team includes forward-thinking executives from industryleading software as a service (SaaS), Contact Center, Business Intelligence, and customer relationship management (CRM) companies such as eBay, Business Objects, Netscape, Salesforce.com, Siebel, and Tellme. * As a registered Responsible Organization (RespOrg), LiveOps manages tens of thousands of toll-free and local numbers on behalf of its clients and its virtual call center platform handles over 1 million calls per month. LiveOps Technology The LiveOps on-demand call center platform and applications was designed from the ground up to support every step in the virtual call center life cycle. As a result, call centers can rapidly scale technology and agent capacity when call volumes peak, and safely decrease capacity during off-peak hours. With the on-demand, pay-per-minute model, customers never have to pay for idle infrastructure. LiveOps Call Center Highlights Improved Flexibility * All features and functions delivered through the LiveOps platform can easily be revised to respond to the rapidly changing needs of the customers business. Using a comprehensive set of open APIs, companies can integrate with and leverage existing technology assets and achieve exceptional return on investment with minimal risk.

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About LiveOps
Increased Scalability * The LiveOps On-Demand platform is built using the highly distributed Internet Protocol (IP) architecture, with redundant systems designed for high availability and scalability. Techniques such as grid computing, reliable asynchronous messaging, and distributed caching provide the foundational elements of the solution. Enhanced Security * With comprehensive roles and permission management throughout the solution, the LiveOps On-Demand platform has been designed to support the robust security requirements of enterprise customers. LiveOps Secure Exchange solution enables the capture, encryption, and storage of secure information in a locked vault. Supporting the Entire Call Center Lifecycle * The LiveOps On-Demand Call Center Platform supports the entire call center lifecycle. - VoIP/telephony management. - Security and operations. - A secure architecture with payment card industry level 1 compliance. - Hardware and software redundancy across processes, servers, data centers, and geographies with automatic recycling and load-balancing. - Comprehensive failover with geographically redundant data centers managed via a 2x7 network operations center. - An open architecture with Web services-based APIs to integrate with existing application and infrastructure investments. - Integration with leading CRM and workforce management systems. - Call routing APIs to integrate with leading premise-based call routing solutions. Call Center Modules * Interactive Voice Response (IVR) * Inbound Call Routing * Outbound Dialer * Agent Management

* Workforce Management * Quality Monitoring * Reporting and Analytics

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www.genesyslab.com | 1--GENESYS

HIGHLIGHTS * The leading provider of call center software - used by more than ,000 companies worldwide. * Backed by the strength of Alcatel-Lucent. * 100% focused on call center software. * Extreme scalability - route nearly 1 million contacts and more than 0,000 emails per hour.

OWNERSHIP: A wholly owned subsidiary of Alcatel-Lucent SA (NYSE: ALA) FOUNDED: 1990, California

HEADQUARTERS: Daly City, CA TRIAL: No.

CALL CENTER SOLUTIONS: * Genesys Contact Center Software Suite

CUSTOMER FOCUS: The worlds industry leaders trust Genesys for their contact center performance management solutions including 20 of the 2 worlds largest telecom companies,  of the  worlds largest commercial banks, and  of the 10 worlds largest airlines, including the number one carrier. SELECT CUSTOMERS: British Telecom, Virgin Mobile, Houston 11, AEON Thailand, The Canadian Pacific Railway, Riverside National Bank, Multienlace, T-Mobile, 1-00-FLOWERS.COM, Bank of Oklahoma Corporation.

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About Genesys
Now a wholly owned subsidiary of the French voice and data communications company, Alcatel-Lucent SA, Genesys Telecommunications Laboratories was founded in October 1990 to prove that companies could provide better service to their customers by bringing together computers and telecommunications. That insight made Genesys a pioneer in computer-telephony integration (CTI). It also established Genesys as one of the first companies to understand that technology integration could solve a pervasive business problem: poor customer service. The companys first product was a client-server architecture that tied together all the systems that had previously worked separately to offer customer service: the telephone system, company data repositories, and applications. Genesys delivers customer data to agent desktops the instant calls arrive, eliminating the need for agents to search through separate data repositories for customer information. The Genesys screen-pops of customer data saved agents time, reduced call durations, increased agent productivity, and decreased overall call center costs. In addition, customers received faster and better service. Through the years, Genesys engineered an entire suite of sophisticated solutions that give companies more insight into and control over their call center operations. In addition to computer-telephony integration and routing, Genesys provides call center managers a comprehensive view of agent activities and real-time reports that reveal which agents or agent groups are busy with incoming calls, how many agents are on revenue-generating calls, customer hold times, and more. The Genesys platform also supports all major switches, server hardware and operating systems for easy integration of existing and new third-party applications - even across multi-site call center operations. Today, Genesys continues to operate as an independent subsidiary, providing bestin-class infrastructure-independent contact center solutions across any media for the enterprise, e-business, and the service provider. Genesys has established an important brand promise: software products that companies can trust to turn customer interactions into richer customer relationships.

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About Genesys
Genesys Key Strengths * Genesys is the worlds number one contact center software solution company. The company provides a comprehensive and open product suite that allows organizations to tie any customer interaction and their resources together to better manage their contact center workforce, with reporting and analytic tools to help customers meet their business goals. * The Genesys product suite of contact center software delivers exceptional contact center and customer service capabilities. It runs the call center systems of today and leads the way to the IP contact center of tomorrow. * Delivering a managed services call center solution as a flexible pay-as-you-go/ondemand solution provided to enterprises by a managed service provider (MSP), Genesys is the leading supplier of managed services call center software to MSPs. With a managed service call center solution, businesses requiring a call center can outsource the technology infrastructure while retaining control and security. * Genesys managed services call center solution allows enterprises to select only the pieces they need, get leading-edge call center functionality quickly without capital expense, and protect their investment over time. * Businesses and government organizations implement Genesys products with clear goals in mind. They want to end customer frustration, improve contact center efficiency, and even develop innovative practices that unite the contact center with back-office operations. These goals deliver clear benefits. * Genesys products improve customer service, reduce infrastructure and manpower costs, and exploit new revenue opportunities. Over the past 1 years, Genesys has helped thousands of organizations around the world improve their contact centers and achieve their business goals. Genesys Technology Genesys software is based on open standards and can be quickly integrated with leading CRM applications, ensuring effective application integration and better use of customer information for personalized service. To support the long-term growth of its growing and diverse customer line, Genesys offers the most scalable contact center software in the industry, with the ability to route nearly 1 million contacts and more than 0,000 emails per hour.
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About Genesys
Genesys Call Center Highlights * Optimizes each interaction offering choice, convenience and a consistent service experience. * Delivers an open call center platform design that integrates with more leading hardware and software systems than any other vendor. * The Genesys Customer Interaction Management Platform is at the core of the contact center solution that routes and processes interactions across the customers enterprise, connecting customers to the right resourcethe first time. * Full reporting and analytics capabilities keep an organization informed and responsive to the changing needs of its business. Genesys Call Center Modules * Voice - Genesys Inbound Voice - Genesys Outbound - Genesys Proactive Contact * Multimedia - Genesys EMail - Genesys Web Media * Work Items - Genesys Business Workflow - Genesys Open Media

* Functional Experts - Genesys IP Remote Agent * Self-Service - Genesys VoiceGenie Platform - Genesys Voice Platform - Virtual Hold for Genesys - Genesys Customer Interaction Portal for SelfService - Speech Recognition and Analytics Solutions * Information & Insights - Proactive Business Management - Reporting & Analytics - Customer Data & Applications - Workforce Management

* Resources - Agent Desktops - Genesys Agent Desktop - Genesys Gplus Adapters for Microsoft - Genesys Gplus Adapters for Oracle - Genesys Gplus Adapters for SAP - Genesys Supervisor Desktop

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www.aspect.com | info@aspect.com | 1--12-772

HIGHLIGHTS * Has a global strategic alliance with Microsoft. * Provide choices of best of breed, stand-alone IVR Aspect Customer Self Service (CSS) and a suite-based approach, Aspect Unified IP (UIP). * Powers more than 1.2 million agents at over ,000 customer sites worldwide. * Awards: 1to1 Magazine 200 1to1 Impact Award, Internet Telephony Magazine 2007 Product of the Year.

OWNERSHIP: Private FOUNDED: 200, Massachusetts

HEADQUARTERS: Chelmsford, MA TRIAL: No.

CALL CENTER SOLUTIONS: * Aspect Unified IP Contact Center * Aspect Signature * Aspect PerformanceEdge

CUSTOMER FOCUS: Aspect Software delivers services to 1.2 million agents worldwide, with 12 million daily interactions. The companys solutions are found in 6 percent of the Fortune 0 contact centers, 1 percent of the Fortune 100 contact centers, and ,000 sites in 0 countries. SELECT CUSTOMERS: China Eastern, HealthNet, Alaska Airlines, AJC, Virgin Atlantic Airways, Atlanta Journal Constitution, Affinity Group, Inc., International Cruise and Excursions, Inc., LCA-Vision, Inc.

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About Aspect Software


Aspect Software, formed from the merger of Aspect Communications and Concerto Software in September 200, focuses solely on the contact center industry. The company provides call center software and equipment for customer service, collections, and sales and telemarketing for in-house and outsourced contact centers. The companys leadership gives it unparalleled industry insight and Aspect builds this insight into all of its contact center offerings. Aspects unified architecture radically reduces complexity and paves the way for unified communications in the contact center which customers, in turn, can extend throughout the enterprise. This approach can transform customer-company interactions by streamlining and enhancing customerfacing business processes. Aspect Software provides internet protocol (IP) and traditional voice based products and services for customer service, collections, and sales and telemarketing business processes. The company provides call center software and equipment for handling customer service requests, optimizing workforces, and offering customer self-service functionality. Clients use its products daily to answer customer requests, log complaints, monitor workflows, and route communications. Aspect Softwares systems integrate e-mail, fax, phone, wireless, and Web functions into a common channel through which customers can request and receive assistance. As an industry leader, the company has also developed workforce management (WFM) solution and the industrys first unified, multi-channel contact center solution. Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. It is headquartered in Westford, Massachusetts and employs about 2,000 people. Aspect Software Key Strengths * Aspect Software delivers all-in-one, IT-ready solutions that reduce complexity, lower costs and increase business agility by consolidating all contact center functionality into standards-based software that is easy to deploy, manage and propagate throughout the enterprise giving both business and IT optimal choice and control.

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About Aspect Software


* The companys leadership gives it unparalleled industry insight and Aspect builds this insight into all its contact center offerings. Aspects unified architecture radically reduces complexity and paves the way for unified communications in the contact center which its customers, in turn, can extend throughout the enterprise. This approach can transform customer-company interactions by streamlining and enhancing customer-facing business processes. * Aspect software technology powers more than 1.2 million agents at over ,000 customer sites worldwide and these sites manage more than 12 million customercompany interactions every day. * Aspect solutions perform in some of the most rigorous environments, providing up to 99.999 percent contact delivery reliability. The company is backed by more than 2,100 dedicated individuals focused solely on developing unified solutions for the contact center. * The Aspect Software team brings a -year history of knowledge, skills, innovation and experience in the contact center. Aspect Software Technology The companys unified contact center architecture brings together IP telephony, customer interaction technologies and unified communications capabilities such as rich presence, instant messaging, shared directories and calendars to enable organizations improve how customers, contact center agents and enterprise knowledge workers interact and perform. Aspect Software Call Center Highlights Aspect Unified IP * An all-in one, IT-ready unified contact center solution that delivers the high reliability, performance, flexibility, and scalability that todays contact centers require. * Virtualizes the organizations contact center by quickly deploying agents at home, in branch or remote offices, and/or in a central location, based upon business need * Gives customers their choice of communication methods voice, email or chat. * Open communications architecture enables customer relationship management (CRM) and back office applications. * Makes intraday adjustments with intuitive interfaces.

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About Aspect Software


* Applies dynamic business rules across the enterprise, responding to changing market conditions and consumer demands. * Quickly unlocks additional contact center features as customers need them to improve business results. Aspect Signature Line (Traditional contact center) * Provides a complete contact center product portfolio, using both session initiation protocol (SIP)-based voice over IP (VoIP) and traditional voice to improve customer service, collections, and sales and telemarketing business processes. * High-volume call-routing solutions support mission-critical business operations in every major industry around the world and deliver a range of call-routing capabilities that increase revenues and reduce costs. * Offers the industrys leading set of capabilities for maximizing outbound call campaign performance while maintaining high levels of customer satisfaction. Aspects proven dialing solutions enable companies to significantly increase agent productivity and campaign performance and lower operational costs in a way that helps ensure high quality interactions with their end-customers. Aspects PerformanceEdge Suite * Combines the #1 workforce, performance and campaign management applications with next generation recording and quality management and integrated coaching and eLearning - delivering true contact center performance optimization. * Optimizes each interaction offering choice, convenience and a consistent service experience. Genesys delivers an open call center platform design that integrates with more leading hardware and software systems than any other vendor. * Delivers an open call center platform design that integrates with more leading hardware and software systems than any other vendor. * The Genesys Customer Interaction Management Platform is at the core of the contact center solution that routes and processes interactions across the customers enterprise, connecting customers to the right resourcethe first time. * Full reporting and analytics capabilities keep an organization informed and responsive to the changing needs of its business.

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About Aspect Software


Aspect Contact Center Modules * Session Initiation Protocol (SIP)-based voice over IP (VoIP) * Automatic Call Distribution (ACD) * Predictive Dialing * Voice Portal * Internet Contact * Workflow Management * Multi-channel Recording * Quality Management * Recording and Quality Management * Performance Management * Campaign Management * Coaching and eLearning

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