Name: Callision
Author: Callision

Call Center Workforce Optimization

Customer Identity and Access Management (CIAM)

Help Desk

Web and Video Conferencing

Customer Support

AI Chatbot

Chatbot

Development

Attendance Tracking

Education

Business Intelligence (BI)

Business Process Management (BPM)

Collaboration

Office Suites

Statistical Analysis

Enterprise

Accounting

Accounting and Tax Services

Digital Banking

Hedge Fund

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Asset Tokenization

Blade Servers

Cloud Storage

Complex Event Processing

Data Lakehouse

Data Masking

Endpoint Security

Fraud Detection

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

Remote Desktop

SOA Application Gateways

Secret Managers

Software Distribution

Test Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Intelligence

Channel Management

Content Management

Conversion Rate Optimization

Data Cleansing

Demand Generation

Email Marketing

Marketing Automation

Social Media Management

Social Media Monitoring

Survey & Forms Building

URL Shorteners

Web Analytics

Marketing

Email Signature

Meeting Room Booking

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Field Sales Software

Sales Forecasting

Sales Pipeline

Sales

Data Loss Prevention

Security

Construction Management

Construction Takeoff and Estimating

Debt Collection

Equipment Rental

Investment Portfolio Management

Legal Billing

Membership Management

Online Fax

Population Health Management

Vertical-Specific

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Namely

Callision is a cloud contact center suite designed specifically for sales and customer service teams. According to the vendor, it is tailored to meet the needs of small to medium-sized businesses and is widely used by sales teams, customer service teams, contact center managers, business analysts, and online travel agencies.

## Key Features

**Dynamic CallerID**: According to the vendor, the product automatically matches CallerID to the region of the person being called, potentially boosting answer rates and improving sales performance.

**Magic QA**: The vendor claims that this feature is an AI-powered quality assurance tool that focuses resources on problematic interactions and analyzes the overall tone and customer satisfaction.

**Bird’s Eye View**: The product provides real-time call monitoring and activity tracking, including monitoring conference presence and queue calls on hold, as well as providing abandoned call notifications, according to the vendor.

**Stunning Reports**: The vendor states that the product offers cutting-edge big data services for faster and more sophisticated reports, allowing users to query millions of calls in seconds and aggregate data by users, queues, and groups.

**Actionable Intelligence**: According to the vendor, users can gain mission-critical insights from Callision Intelligence, tweak marketing campaigns based on granular call data, and focus on actionable intelligence by removing noise.

**CRM Integrations**: The vendor claims that users can make calls directly from Salesforce, Zendesk, or amoCRM, automatically save phone interactions and call recordings to lead activity history, and improve efficiency and streamline workflows.

**Unmatched Flexibility**: According to the vendor, users can intuitively configure voice menus and generate text-to-speech prompts, route calls based on schedule and time zones, and deploy temporary "Holiday" routes that get disabled on a timer.

**Web Phone**: The vendor states that the product provides a browser-based web phone for making and receiving calls, conveniently accessible from the Callision control panel and Salesforce plugin, providing flexibility and mobility for remote teams.

**Chat**: The product offers internal chat for instant messaging and collaboration, seamlessly picking up conversations on any Jabber client, according to the vendor.

**File Storage**: According to the vendor, users have access to files system-wide, including IVR prompts and voice recordings, allowing them to download files for easy sharing and collaboration, providing convenient storage and retrieval of call-related files.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Vonage Contact Center (VCC) supports organizations with integrations for Salesforce, ServiceNow, or Microsoft Dynamics. VCC is cloud-based and integrates with CRMs to centralize customer data, and offers omnichannel features.

Priority

Premium

Vonage Contact Center

Callision

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

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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Callision

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What is Callision?