Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Flowchart

Development

Association Management

Business Intelligence (BI)

Collaboration

Enterprise Legal Management

Risk Management

Streaming Analytics

Workflow

Enterprise

Accounting

Accounts Receivable

Crypto Asset Management

Crypto Tax

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

.Net Development

AI Governance

Cloud Storage

Custom Software Development Services

Data Center Virtualization

Data Fabric

Fraud Detection

IT Service Providers

Identity Verification

Integration Platform as a Service (iPaaS)

Intranet

Load Testing

Managed File Transfer (MFT)

Managed Private Cloud

Network Performance Monitoring

SaaS Management

Software-Defined WAN

System Monitoring

Time Series Databases

User Activity Monitoring

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Email Marketing

Gamification

Marketing Automation

Personalization Engines

Press Release Management

Product Sampling

Social Media Management

Survey & Forms Building

Video Editing

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead-to-Account Matching and Routing

Product Configuration

Sales

Architecture

Construction Workforce Management

Inventory Management

Last Mile Delivery

Loan Servicing

Moving Software

Oil and Gas

Physical Therapy

Vertical-Specific

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OneContact CC is a call center platform from Collab in Portugal.

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

b-hive Metered Seat Cloud PBX

b-hive Standard Seat Cloud PBX

b-hive Pro Seat Cloud PBX

b-hive Standard Seat - Call Paths

b-hive Pro Seat - Call Paths

SIP Trunking - Metered

SIP Trunking - Unlimited

Contact Center

Broadvoice | GoContact

Medium

Small

Large

Free

LiveAgent

Collab OneContact CC

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.

Likelihood to Recommend

Collab is a Contact Center software provider, fully based on IP architecture. Its portfolio includes: OneContact CC, OneContact WFO, Gamification solution for Contact Centers and OneContact PBX, available in on-premises and cloud models. Founded in 2003 by a team with a solid experience in the contact center business, Collab anticipated a technological revolution that disrupted the contact center industry: 100% SIP based, without any PBX, for large-scaled organizations. With this strategy and R&amp;D capabilities, Collab has gained customers and partners all over the world in key areas of Telecommunications, Banking, Healthcare and Government. Collab is also part of the restrict group of companies mentioned in Gartner's Magic Quadrant. Collab belongs to Volaris Group.

Collab

Collab Contact Center Solutions

Collab is an European Multimedia Contact Center (cloud and premises-based) company, headquartered in Lisbon (Portugal), with a strong heritage of innovation and it has been providing award-winning platforms to businesses of all sizes around the world for 10+ years. Our portfolio includes Nubitalk Cloud, OneContact CC, OneContact WFO and OneContact Gamification and Artificial Intelligence powered modules. 

Founded by a team with a solid experience in the contact center business, Collab anticipated a technological revolution that disrupted the contact center industry: 100% SIP based, without any PBX, for large-scaled organizations. 

Our offer is cloud based and supported by Microsoft Azure, allowing a greater flexibility and easy deployment. Additionally, on-premises solutions are also available.

Collab has gained customers and partners all over the world in key areas of Telecommunications, Banking, Healthcare, Government and Insurance with branches in different regions such as Mexico, Brazil and Benelux.

Collab is now part of a larger international corporation - Volaris Group - based in Toronto, Canada.

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.

Cisco Unified Communications Manager (Call Manager)

Cisco Hosted Unified Communications Services

Collab OneContact 2016-04-13 04:57:45

OneContact CC

Overview

What is OneContact CC?