Name: TC2 - Tollanis Contact Center
Author: Tollanis Solutions

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Classroom Management

Education

Business Intelligence (BI)

Calendar

Collaboration

Communications Platform as a Service (CPaaS)

Org Chart

Visual Collaboration

Workspace Planning

Enterprise

Accounting

Digital Banking

Financial Planning and Analysis (FP&A)

Loan Origination

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

HR Management

Leadership Development

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Server

Browser

Bug Bounty

Cloud Storage

Composable Infrastructure

Data Center Infrastructure Management

Deception Technology

Enterprise Architecture Management

Fraud Detection

Industrial IoT

Integration Platform as a Service (iPaaS)

MLOps

Machine Learning

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

SQL Server Performance Monitoring

Security Awareness Training

Service Desk Outsourcing

Smart Contracts

Software Defined Networking (SDN)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Advocacy

Demand-Side

Digital Analytics

Email Marketing

Event Registration

Grant Management Software

Market Research

Marketing Automation

Social Media Management

Social Media Monitoring

Survey & Forms Building

Usability Testing

Video Marketing

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Multichannel Retail

Sales Email Tracking

Sales

Cloud-Native Application Protection Platforms

Security

Dealer Management

Medical Scheduling

Real Estate

Rental Property Management

Utilities

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Patch My PC Patch Management

Patch My PC

COBRA Business Operations

COBRA Business Operations Software, Inc.

Rebuy Engine

Atlassian Atlas

Atlassian

Jira Product Discovery

Employment Hero

Hightouch

OnRamp

OnRamp Technology, Inc.

Trustmatic (discontinued)

Discontinued Products

Mimecast Internal Email Protect

Mimecast

Talkdesk

Nextiva

Five9

Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.

Essentials

Premium

Elite

Zoom Contact Center

Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.

Task Based

Customer Facing

Gladly CX Platform

TC2 - Tollanis Contact Center

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.

Contact Center

Tollanis Solutions

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.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Home

TC2 - Tollanis Contact Center

Overview

What is TC2 - Tollanis Contact Center?