Name: WiContact
Author: Wimprove

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Flowchart

Text Editors

Version Control

Development

Student Management

Education

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

IP PBX

Meeting Management

Online Notary

Enterprise

Accounting

Blockchain Payments

Cryptocurrency Wallets

Travel Management

Finance and Accounting

ACA Compliance

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Change Management

Cloud Storage

Converged Network Adapters (CNAs)

Data Deduplication

Data Science

Email Verification

Firewall Security Management

Fraud Detection

Identity Verification

Integration Platform as a Service (iPaaS)

Mainframe Monitoring

Migration

Network Performance Monitoring

Network Traffic Analysis (NTA)

Output Management

Robotic Process Automation (RPA)

SaaS Management

System Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Channel Management

Content Management

Data Cleansing

Digital Experience Intelligence

Email Marketing

Headless CMS

Marketing Automation

Screen and Video Capture

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Field Sales Software

Headless eCommerce

Sales

Operational Technology (OT) Security

Security

Aviation

Camp Management

Computer-Aided Manufacturing (CAM)

Construction Workforce Management

Last Mile Delivery

Nonprofit CRM

eDiscovery

Vertical-Specific

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Priority Matrix

Appfluence

eMeetingsOnline

ReportsNow

Crowdtap

FastPIPE

FastEST, Inc.

AspenOne Supply Chain Management

Aspen Technology

Azurepath

Azurepath, LLC.

Document Locator

ColumbiaSoft

Screenful

Screenful Oy

Aras PLM

Aras Corporation

WiContact, developed by Wimprove, is a comprehensive suite designed specifically for Contact Centers, aimed at delivering a world-class customer service experience. This solution is tailored for small to large-sized companies with contact centers, catering to the needs of various professions and industries such as Customer Service Representatives, Contact Center Managers, Sales and Marketing Professionals, Banking and Financial Institutions, as well as E-commerce Companies.

## Key Features

**Wi Xperiences**: According to the vendor, this feature enables face-to-face interactions with customers through video calls using WebRTC technology, potentially enhancing the customer service experience by providing visual communication and potentially improving customer engagement and satisfaction.

**Wimail**: The vendor claims that Wimail allows organizations to measure attention to corporate email accounts, gain insights into the handling of email responses, and evaluate customer satisfaction. This feature aims to improve email customer service and enhance overall communication quality.

**Wi Intelligence**: The vendor states that Wi Intelligence integrates information from various sources into a centralized data warehouse, providing organizations with a comprehensive repository for data analysis and reporting. By making informed decisions based on accurate and up-to-date information, organizations can potentially enhance their operations and customer service.

**Wiquality**: According to the vendor, this feature monitors and evaluates the quality of interactions with customers, helping organizations identify areas for improvement and implement strategies to enhance service quality. Wiquality aims to ensure consistent and high-quality customer service, potentially leading to increased customer satisfaction.

**Wi Speech Analytics**: The vendor claims that Wi Speech Analytics, utilizing cloud-based Virtual Voice Assistant technology, provides voice-based assistance and support to customers. It utilizes speech recognition technology to understand and respond to customer queries, aiming to enhance self-service options and improve overall customer satisfaction.

**CRM**: According to the vendor, this feature offers omnichannel interaction management, allowing organizations to effectively manage customer interactions across multiple channels. With a centralized platform for customer data and communication history, CRM aims to improve customer relationship management and enhance the overall customer service experience.

**Chatbots**: The vendor asserts that Chatbots automate customer interactions through chat-based conversations, utilizing pre-defined messages and AI algorithms to provide instant responses. This feature aims to improve efficiency, reduce response time, and enhance customer service by providing quick and accurate information.

**Voicebots**: According to the vendor, Voicebots are computer programs that simulate human-like conversations using AI and natural language processing. They provide automated voice-based support and assistance to customers, aiming to enhance self-service options and improve the overall customer experience.

**Satisfaction Surveys**: The vendor claims that this feature allows organizations to evaluate customer loyalty by measuring customer satisfaction and loyalty through surveys. By understanding customer feedback, organizations can potentially make improvements to their service and enhance customer retention and loyalty.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

WiContact

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

Contact Center

Wimprove

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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What is WiContact?