Name: Contact Center Suite
Author: Tecnosis

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Text Editors

Development

Business Intelligence (BI)

Collaboration

Desktop Publishing

Diagramming

Interactive Voice Response (IVR)

Meeting Management

Operational Analytics

Project Portfolio Management

Enterprise

Accounting

Blockchain Payments

Cryptocurrency Mining

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employer of Record (EOR)

HR Management

Payroll

Stock Option Plan Administration

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Archiving

Cloud Storage

Continuous Delivery

Data Fabric

Endpoint Encryption

Enterprise Backup

File Sync and Share

Firewall

Fraud Detection

IT Service Management (ITSM)

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Network Operating Systems

Network Performance Monitoring

Network Traffic Analysis (NTA)

Network Virtualization

Phishing Detection and Response

Virtual Desktop Infrastructure (VDI)

Voice Recognition

Web Application Firewalls

Web Scraping

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Business Card Scanning

Content Management

Digital Experience Platforms (DXP)

Email Marketing

Graphics

Location Intelligence

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Professional Services Automation

Project Management

Professional Services

Customer Relationship Management (CRM)

Proposal

Sales

Operational Technology (OT) Security

Security

Auto Repair

Camp Management

HIPAA Compliance

Homeowner's Association (HOA) Management

Legal Research

Municipal

Trucking Software

Vertical-Specific

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Contact Center Suite by Tecnosis is a comprehensive solution designed to optimize customer service operations in contact centers. It is claimed to be suitable for companies of all sizes, from small businesses to large enterprises, and caters to the needs of customer service representatives, contact center managers, sales and telemarketing professionals, and IT managers. Industries such as customer service, telecommunications, retail, finance, and healthcare are said to benefit from this suite.

## Key Features

**Contact Center Suite (All in One)**: According to the vendor, this solution includes applications for customer support, telemarketing, internal support, and more, providing a centralized platform for managing and executing contact center activities.

**Workforce Management**: The vendor claims that this feature combines forecasting algorithms, operational scenario simulation, and scheduling tools to optimize workforce management. It is said to help accurately forecast staffing needs, create schedules, and manage agent performance.

**Quality Central**: The vendor states that this feature offers a holistic view of quality within the business by automating data from various sources into a quality evaluation and monitoring program. It is claimed to help assess and improve the quality of customer interactions and compliance.

**Multichannel Interaction Recording**: According to the vendor, this feature provides comprehensive recording of omnichannel interactions, including voice, video, chat, email, and social media. Integration with major providers allows for seamless recording and retrieval of customer interactions, aiding in monitoring and analyzing for quality assurance and compliance.

**Multichannel Interaction Analytics**: The vendor claims that this feature utilizes enterprise-grade technology to transform customer interactions into valuable insights for decision-making. It is said to enable analysis of customer interactions across various channels to identify trends, patterns, and areas for improvement, providing a deeper understanding of customer behavior and preferences.

**Automatic Authentication and Fraud Prevention**: According to the vendor, this feature automatically verifies the identity of individuals using voice biometrics within the first few seconds of the conversation with the agent. It is claimed to enhance security and help prevent fraud during customer interactions.

**Robocalls**: The vendor states that this feature enables the automated and simultaneous delivery of mass voice messages, which can be useful for broadcasting important announcements, notifications, or marketing messages to a large number of recipients.

**Robotic Process Automation**: According to the vendor, this feature automates repetitive manual processes, freeing up employees from mundane tasks. It is claimed to improve operational efficiency and reduce the risk of errors by providing a software solution for automating various business processes.

**Chat**: According to the vendor, this feature offers customers the convenience of contacting the contact center through an online chat feature. It enables real-time communication for quick issue resolution and assistance, enhancing customer experience and providing an additional channel for customer support.

Nectar Desk

Lifesize CxEngage

Contact Center Suite

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

Contact Center

Tecnosis

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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Contact Center Suite

Overview

What is Contact Center Suite?