Call Center Infrastructure (CCI), also known as contact center infrastructure, refers to the tools and solutions necessary to establish and operate a call center. CCI software enables businesses to create efficient call or contact centers that facilitate communication with customers. Primarily utilized by customer-facing teams, CCI supports both inbound and outbound communications and includes functionalities for managing operations and back-office tasks such as workflow management, employee monitoring, and productivity measurement. Traditionally, CCI was designed for on-premises deployment, but advancements in cloud technology have enabled the development of cloud-based call centers. These solutions offer a comprehensive, cloud-hosted infrastructure with features like call routing, call recording and monitoring, automatic call distribution (ACD), and interactive voice response (IVR). Companies that provide local area network (LAN) services and VoIP solutions also offer software to establish the necessary network connectivity for contact centers. Depending on the provider and membership plan, CCI packages may include a variety of additional features, often integrating with CRM software. To be included in the Call Center Infrastructure (CCI) category, a product must: * Distribute incoming calls or manage phone number assignments for outbound centers. * Manage and store data related to calls, customers, and agents. * Provide a comprehensive infrastructure solution, including call management, placement, routing, recording, and analytics. * Enable managers to track and monitor calls. * Include essential features such as automatic call distribution, universal communications, interactive voice response, universal queue management, and computer telephony integration (CTI).
Fusion Connect
Fusion Connect offers cloud communication solutions including managed connectivity, UCaaS, CCaaS, SD-WAN, and security, focusing on customer-specific needs and support.
Daktela
Daktela is a unified communications app for managing customer interactions via voice, email, chat, SMS, and social media, enhancing operational efficiency and support.
ContactWise
ContactWise is a cloud-based app for managing contacts, improving communication efficiency, and organizing contact information across various platforms.
HoduSoft
HoduSoft provides communication software for businesses, featuring tools for call management, customer interactions, and integration with existing systems.
Fonada
Fonada is a CPaaS that enables businesses to engage customers through automated calls and SMS for promotions and updates, enhancing communication and support.
Luware
Luware provides cloud-based customer service solutions integrated with Microsoft Teams, featuring contact center functionalities and compliant recording.
brightfin
brightfin offers telecom solutions integrated with ServiceNow to manage IT assets and expenses, featuring automated workflows and services like UEM and lifecycle management.
intalk.io
intalk.io is a customer interaction platform that enhances communication through quality monitoring and personalized service, improving customer satisfaction and loyalty.
Gridspace
Gridspace provides AI technology for speech and language understanding, focusing on voice tools for contact centers.
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