Name: Telefónica Contact Centre Cloud
Author: Telefónica

Customer Identity and Access Management (CIAM)

Help Desk

Web and Video Conferencing

Customer Support

Java Technologies

JavaScript Frameworks

Software Configuration Management

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Electronic Signature

Project Portfolio Management

Traceability

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Application Performance Management (APM)

Blockchain-as-a-Service (BaaS)

Bug Bounty

Cloud Storage

Converged Infrastructure

Data Center Outsourcing (Canada)

Database Management

Database Performance Monitoring

Fraud Detection

Integration Platform as a Service (iPaaS)

Machine Learning

Master Data Management (MDM)

Message Queue

Network Performance Monitoring

Network Security

NoSQL Databases

Non-Relational Databases

Scale-Out Storage

Secure Access Control

Storage Management

Testing Services

Unified Endpoint Management (UEM)

Vector Databases

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Creative Collaboration

Cross-Channel Campaign Management

Email Marketing

Grant Management Software

Local Listing Management

Marketing Automation

Social Media Analytics

Social Media Customer Service

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Sales

Cloud Computing Security

Security

Construction Management

Dealer Management

Emergency Notification

Equipment Rental

Medical Scheduling

Military and Defense

Revenue Cycle Management (RCM)

Travel Agency

Vertical-Specific

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Alert Rental Software in Colorado Springs boasts installation and successful operation in hundreds of the world’s best-automated construction, general tool, and event equipment rental companies, writing millions of rental contracts annually.  Alert is a rental software provider, doing business throughout North America, the Caribbean, and several other countries.

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Based in Silicon Valley, AnChain.AI is a blockchain analytics company that specializes in AI-powered platforms. AnChain.AI provides around-the-clock protection, securing crypto exchanges, protocols, and DApps worldwide for several millions of dollars in weekly transaction amounts. The Situational Awareness Platform (SAP) proactively protects crypto assets by providing proprietary artificial intelligence, knowledge graphs, and threat intelligence on blockchain transactions. The vendor states the SAP can also detect and predict vulnerabilities and threats before they occur, enabling businesses to take proactive action.

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Mavenir, headquartered in Richardson, Texas, offers CloudRange, a network function virtualization (NFV) option. CloudRange allows CSPs to realize additional revenue streams by launching and scaling new services.

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CMIT Solutions headquartered in Austin offers CMIT Email Security, to block or prevent transmission of inbound or outbound unsafe and undesirable emails.

CMIT Email Security

Secure Email Gateway

Anti-malware

Customizability

Data Loss Protection

Threat Detection

Sandboxing

End-to-End Encryption

Management Tools

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EventsWallet

Event Management

TurnKey Lender

PinPoint DMS, from LSSP Corporation, is presented as a fully customizable, non-technical approach to storing and editing files with built-in workflow, onboarding, and retention management.

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Telefónica Tech Cyber Security & Cloud provides CCaaS and omnichannel solution that best suits the user's company's needs. Optionally, they are also a certified Genesys partner, boasting 20 years of experience implementing and managing these services.

Plan B

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Plan C

CrazyCall

Contact Center

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Sprinklr Service Enterprise Plan

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Telefónica Contact Centre Cloud

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

Telefonica Tech is a key holding of the Telefónica Group (one of the largest telephone operators and mobile network providers in the world). Telefónica Tech is a global company that offers a differential value proposition combining the potential of <b>Cybersecurity and Cloud technologies</b> to simplify the technological ecosystem and build the most appropriate solution for your company or organisation. We are world leaders in cloud communications and managed security solutions, and we offer you our professional, managed and consultancy services capabilities to provide you with personalised end-to-end support.<br><ul><li>+5,5 Million customers worldwide</li><li>+110 million tracked security events worldwide each year.</li><li>+300 partners (including Microsoft, AWS, Palo Alto, Crowdstrike, Fortinet, VMWare, Checkpoint, Cisco, Nozomi, McAfee, Oracle, SAP, Zoom...)</li><li>11 Digital Operation Centers</li><li>7 Labs &amp; Innovation Centers<br></li><li>+3,000 certifications</li><li>Founding members of the Open Source Security Foundation and the Global Telco Security Alliance</li></ul>

Telefónica

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.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

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

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.

Tools that allow managers or team leaders to evaluate and track agent performance.

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

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.

Record conversations to improve service quality by evaluating agent-customer interactions.

Ability to monitor conversation content, administer evaluations, establish policies etc..

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..

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

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.

Operating Systems	Unspecified
Mobile Application	No

Telefónica Contact Centre Cloud

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