It is crucial that any call center gets the right phone system to match the needs of their particular business.
There are a number of suppliers of call center systems in the US, all of whom offer slightly different products. It is therefore vital to contact a number of suppliers to discuss your requirements before making a final decision on the product.
Mitel Call Center Solutions
Mitel's call center solution is known as the Mitel MiContact Center and is designed to meet the needs of businesses of all sizes. For the smaller business they offer the Business Edition while larger firms are served by the Enterprise Edition.
Their solutions offer a full range of features including; an award winning graphical agent desktop display, historical and real time reporting, rich voice automatic call distribution functionality, consolidated queue and agent management, intelligent call routing options and interactive voice response.
Mitel also offer training courses for system administrators and technicians if you would prefer to carry out your own in-house maintenance.
Aspect Call Center Solutions
Aspect helps call centers deliver exceptional customer experiences across every conversation through its software platform which can be integrated with email, text and social media as well as voice.
Aspect systems allow your customers to contact you through a variety of channels, including texts and tweets, to ensure your call center is reflecting how modern customers want to interact with a company and providing a consistent voice so your customers will feel like they are talking to the same firm every time even when dealing with different agents.
The company offer on premise, hybrid or hosted systems, and systems can also be combined with their Workforce Optimization software and Back Office Optimization for a completely unified business experience.
Toshiba Call Center Solutions
Toshiba Call Center Suite is designed to enhance call center operations in a number of ways such as; faster call responses, efficient call distribution, handling of peaks and troughs in call volume, effective back up, increased agent productivity and enhanced management control.
All of this is achieved through the software's sophisticated capabilities including; skills based routing, priority queuing, multiple agent log in, web callback, cradle to grave recording, IVR voice assistant and intelligent announcements.
Toshiba's products can be browsed online and the company also have a nationwide network of authorized dealers who can discuss your requirements and help you plan a suitable solution in line with your business needs.
Five9 Call Center Solutions
Five9 are market leaders in the cloud call center solutions market. The Five9 system was originally designed for small and medium sized businesses that have little or no IT support but who are looking for systems similar to those the 'big guys' use.
This means the system is easy to deploy, configure, learn, scale and buy. Five9 systems are designed with increased efficiency in mind and offer users increased first call resolution rates, reduced average handle time, more productive agents and improved customer satisfaction.
The advantage of it being a cloud based solution means businesses are left to focus on running their business as opposed to dealing with infrastructure.
Zeacom Call Center Solutions
Zeacom systems offer firms a number of important features including automation of routine repeat queries, flattening peaks in call volume, capturing customer information in advance (to allow for the most appropriate routing) and measuring customer satisfaction with post call surveys.
Research by Zeacom shows that their systems can increase customer satisfaction by up to a third and this has been proven to result in a corresponding increase in revenue. The company's systems can be used with Avaya, Cisco, NEC and Microsoft hardware.
Interactive Intelligence Call Center Solutions
The Interactive Intelligence Group (ININ) is a worldwide provider of call center communication systems for businesses of all sizes.
The firm was founded in 1994 and have grown swiftly to achieve revenues of close to $250 million a year. Their call center solutions can be cloud based or on premises so you can choose the solution you prefer.
Their systems allow your call center to create a very personalized all in one approach to providing excellent customer service.
Examples of this customer focused approach include; giving customers a choice of contact options, the capability to connect customers with a knowledgeable agent in a faster time, improved training of remote agents and support for remote locations.
Features available on the systems range from ACD and IVR to real time speech analytics and agent scoring. The company also offer live web demonstrations of their product every Wednesday.