Name: AgentOne ContactCenter Suite
Author: Sikom Software

Help Desk

Web and Video Conferencing

Customer Support

No-Code Development

Development

Admissions and Enrollment

School Management

Education

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enterprise Content Management

Manufacturing Execution

PDF Editors

Privacy Policy Generators

Statistical Analysis

Visitor Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Referral

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Application Lifecycle Management (ALM)

Application Performance Management (APM)

Cloud Storage

Complex Event Processing

Composable Infrastructure

Configuration Management Databases

Fraud Detection

Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

Log Management

Network Operating Systems

Network Performance Monitoring

SIP Trunking

SOA Application Gateways

Telecom Expense Management (TEM)

Unified Communications Monitoring

Vendor Risk Management

WiFi Hotspot

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Channel Management

Content Management

Email Deliverability

Email Marketing

Employee Advocacy

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Writing and Proofreading Tools

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Social Commerce

Sales

Chargeback Management

Clinical Data Management

Construction Management

Fleet Management

Membership Management

Municipal

Online Fax

Restaurant POS

Roofing

Simulation

Text Analysis

Travel Agency

Warranty Management

Vertical-Specific

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AgentOne ContactCenter Suite is a comprehensive omnichannel contact center solution designed to optimize customer communication and enhance customer service. According to the vendor, this solution caters to businesses of various sizes and is applicable to a wide range of professions and industries. Customer service teams can leverage its capabilities to provide seamless customer experiences across multiple channels. Contact centers can efficiently manage high volumes of customer interactions, while sales and marketing teams can improve customer engagement. Additionally, financial services institutions and retail/e-commerce companies can streamline their customer communication processes and enhance customer satisfaction with AgentOne ContactCenter Suite.

## Key Features

**Omnichannel Communication**: According to the vendor, the solution enables seamless communication across multiple channels, including voice, chat, email, and social media. Customers can choose their preferred channel, while agents can handle interactions from different channels within a single interface, aiming to ensure consistent and personalized customer experiences.

**Real-time Routing**: The vendor claims that the solution optimizes the distribution of customer interactions in real-time. Calls, chats, emails, documents, and tasks are intelligently routed to the most appropriate agent based on their skills, availability, and workload, aiming to ensure efficient handling of inquiries and reduce wait times.

**Modular Structure**: The vendor states that AgentOne ContactCenter Suite offers a modular structure that allows for easy customization and scalability. Companies can choose specific modules and add or remove them as their requirements change, providing flexibility in tailoring the solution to meet unique needs.

**Powerful Bot Technology**: According to the vendor, the solution incorporates powerful bot technology to automate routine tasks and interactions. Bots can handle simple inquiries, provide self-service options, and assist agents in delivering faster and more efficient customer service, aiming to reduce agent workload and improve overall productivity.

**Flexible Reporting**: The vendor claims that AgentOne ContactCenter Suite offers flexible reporting capabilities with real-time information. Managers can access comprehensive reports and analytics to gain insights into key performance metrics, such as call volumes, response times, and customer satisfaction, aiming to enable data-driven decision-making and performance monitoring.

**Intuitive Configuration and Administration**: According to the vendor, the solution provides an intuitive interface for easy configuration and administration. Managers can easily set up routing rules, define agent skills, and customize workflows without the need for extensive technical knowledge, aiming to simplify the management and maintenance of the contact center solution.

**High Integration Competence**: The vendor states that AgentOne ContactCenter Suite has high integration capabilities, allowing seamless integration with various other systems. It can integrate with CRM systems, databases, workforce management tools, and other business applications to ensure a unified customer view and efficient data exchange, aiming to enable a holistic approach to customer communication and enhance overall operational efficiency.

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NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

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CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

AgentOne ContactCenter Suite

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Sikom Software

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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AgentOne ContactCenter Suite

Overview

What is AgentOne ContactCenter Suite?