Name: ContactSuite
Author: ContactMakers

Customer Engagement

Help Desk

Web and Video Conferencing

Customer Support

Functional Testing

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Enterprise Search

Enterprise

Accounting

CTRM

Financial Research

Financial Risk Management

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

On-Demand Payment

Payroll

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

3D Printing

API Design

Cloud Migration

Cloud Storage

Component Content Management

Configuration Management

Data Pipeline

Database DevOps

DevOps

Disk Cloning

Fraud Detection

Integration Platform as a Service (iPaaS)

Interoperability

M2M Application Development

Managed Public Cloud Infrastructure

Network Performance Monitoring

Product Implementation Services

Relational Database Management Systems

SaaS Backup

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Data Management

Digital Experience Platforms (DXP)

Email Marketing

Location Intelligence

Marketing Attribution

Marketing Automation

Referral Marketing

Search Marketing Intelligence

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Sales Enablement

Sales Training

Sales

Data Loss Prevention

Security

Awards Management

Construction Accounting

Construction Takeoff and Estimating

Digital Forensics

Fleet Management

Hospital Management

Insurance Agency Management

Veterinary

Vertical-Specific

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ContactSuite by ContactMakers is a comprehensive communication platform designed to enhance customer interactions and improve overall communication efficiency. It offers a range of tools and features suitable for call centers, customer service teams, and businesses of all sizes. ContactSuite caters to various professions and industries, including call centers, customer service teams, healthcare providers, e-commerce businesses, and financial institutions.

## Key Features

**VoIP Telephony**: According to the vendor, ContactSuite provides flexible and scalable VoIP telephony solutions for businesses, allowing users to make and receive calls with superior call quality. It supports both on-premises and remote work environments and includes a mobile app for communication on the go.

**Service Numbers**: The vendor claims that ContactSuite offers a wide range of service numbers, including 0800, 0900, and 085 numbers. It is said to provide a reliable voice platform in the Netherlands, along with smart features and online management capabilities. Competitive pricing for service number activation is also available.

**Call Center Software**: ContactSuite provides the necessary tools for customer experiences, supporting both on-premises and remote call center operations. It includes a browser-based calling feature for easy communication. The vendor claims that a pay-as-you-go pricing model ensures cost-effectiveness.

**VoIP Telephony Integration**: According to the vendor, ContactSuite seamlessly integrates with Medicom, a popular healthcare information system, providing healthcare professionals with a communication center for optimal connectivity. It is said to ensure secure and scalable communication solutions and offers tools for coaching, management, and comprehensive reporting.

**Voice Logging and Evaluation**: ContactSuite enables voice logging and evaluation for quality assurance purposes, helping in monitoring and improving customer service interactions. It is claimed to provide valuable insights for training and performance evaluation and ensures compliance with industry regulations.

**EHS Support**: ContactSuite offers EHS (Electronic Hook Switch) support, allowing users to answer and end calls remotely using compatible wireless headsets. According to the vendor, this feature enhances convenience and productivity, especially for call center agents and customer service representatives.

**Built-in Bluetooth**: ContactSuite has built-in Bluetooth functionality, enabling users to connect their mobile devices or Bluetooth headsets directly to the system. According to the vendor, this feature allows for seamless integration of mobile devices, making it easy to handle calls and access contact information while on the go.

**Peakstop**: ContactSuite is equipped with Peakstop technology, automatically detecting and eliminating sudden loud noises or sound spikes during calls. According to the vendor, this feature protects users' hearing by preventing harmful sound levels, ensuring clear and comfortable communication, even in noisy environments.

**Air shock microphone**: The Air shock microphone feature in ContactSuite reduces unwanted background noise by using a specialized microphone design. According to the vendor, this technology filters out air shocks caused by breathing or speaking into the microphone, resulting in clearer and more focused audio transmission.

**Dect expandable**: ContactSuite supports Dect (Digitally Enhanced Cordless Telecommunications) technology, allowing users to expand their wireless coverage range by adding Dect repeaters or base stations. According to the vendor, this feature provides flexibility and scalability for businesses with large office spaces or multiple floors.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

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Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

ContactSuite

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

Contact Center

ContactMakers

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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ContactSuite

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What is ContactSuite?