Name: Exelysis Contact Center
Author: Exelysis

Help Desk

Web and Video Conferencing

Customer Support

Version Control

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enterprise Legal Management

Policy Management

Project Portfolio Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Converged Network Adapters (CNAs)

Data Catalog

Data Center Networking

Data Integration

Database Load Balancing

Density-Optimized Servers

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed DNS

Managed File Transfer (MFT)

Managed Hosting

Mobile Application Performance Monitoring  (APM)

Mobile Device Management (MDM)

Network Diagnostics

Network Performance Monitoring

NoSQL Databases

Observability

Server Management

Time Series Databases

Unified Endpoint Management (UEM)

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Customer Journey Analytics

Digital Asset Management

Email Marketing

Marketing Analytics

Marketing Automation

Mobile Advertising

Mobile Analytics

Press Release Management

Product Information Management (PIM)

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Call Recording

Customer Communication Management

Customer Relationship Management (CRM)

Presales

Sales

Civil Engineering

Construction Workforce Management

Dental

Loan Servicing

Patient Engagement

Revenue Cycle Management (RCM)

Vertical-Specific

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Exelysis Contact Center has been widely used by businesses to address their customer service concerns and streamlining call centers. Users have praised the platform's stability and seamless operation, ensuring that there are no technical issues in delivering high-end service to customers. The software is adaptable at meeting businesses' diverse needs, both in terms of outgoing predictive dialing and inbound agent calls.

Users have seen an improvement in the overall customer experience and cost savings due to Exelysis's ease of use and several call distribution options. The platform enables businesses to create call center agent teams, divide incoming calls, or automate outbound calls, increasing productivity, better reporting, and more control. The software provides users with live call monitoring, whispering, and full statistics for both inbound and outbound calls.

Organizations with complicated prioritization in inbound calls can leverage Exelysis's ability to handle predictive dialing for automation. Businesses have found the web interface provided by the software useful for IT personnel to make necessary changes when needed. Exelysis offers a detailed knowledge base with 24/7 support and well-documented APIs for interaction with all its components free of charge. Overall, users have found the platform a valuable solution for businesses that want to optimize their dialing using automatic systems while providing efficient service to customers.

User-friendly Interface: Many reviewers have praised the Exelysis Contact Center software for its user-friendly interface, with some stating that it is easy to navigate and configure. The interface's ease of use allows users to adapt quickly to the system without requiring extensive training.

Scalability: Several customers have commended the software's scalability, stating that it can grow as their businesses expand. This feature makes Exelysis a valuable long-term investment with a high return on investment.

Efficient Call Management: A large number of users have highlighted the software's efficiency in managing both inbound and outbound calls efficiently. They praise its ability to handle high traffic while maintaining stable performance, making it highly reliable in busy call centers.

Limited Integration Options: Several reviewers have expressed concern about the limited integration options of Exelysis Contact Center, particularly with web applications. Users find it challenging to integrate this software with other systems and applications, which can be a significant drawback for some businesses.

Vendor Integration and Support: Many users have reported that Exelysis Contact Center requires vendor integration and support, making it difficult for small companies to invest in this software due to increased implementation costs. Some users feel that this is an unnecessary expense, which limits the accessibility of the software to a wider audience.

Proprietary Databases: The reliance on proprietary databases has been cited as a common concern among reviewers. This limitation can restrict flexibility within the software by making it more difficult to integrate with other applications or systems.

Exelysis Contact Center is a call center software offering from .

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

GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.

Basic

Standard

GoTo Connect

Exelysis Contact Center

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

Exelysis

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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Exelysis Contact Center

Overview

What is Exelysis Contact Center?