Week 7(17-21 MAY 2010)

This week I was assigned to find the Contact Center vendors (Premise-based) and also Contact Center vendors (Hosted). I was asked to find the details such as:

• the product's name
• the best virtual person
• URL of the product's website
• features of the product
• and also the product summary

Premise-based Call Center Technology Historically, call center have been built on PBX equipment that is owned and hosted by the call center operator. The PBX might provide functions such as Automatic Call Distribution, Interactive Voice Response, and skills-based routing. The call center operator would be responsible for the maintenance of the equipment and necessary software upgrades as released by the vendor.

Some of the companies for this category are :

1. eON Communication
2. Stratasoft
3. Vertical Networks
4. APEX Voice Communications
5. Avaya
6. Cantata
7. ClickFox
8. Spoken
9. Prosodie
10. Convergys

Hosted Call Centre are those which we do not need
to buy, just need to subscribe like the one we tested with UNICEED product.

Some of the findings are as below :

1. West Corporation
2. Voxify
3. Voxeo
4. Volt Delta
5. SoundBite
6. Resolvity
7. CSG Systems
8. Microsoft
9. Message Technologies Inc.
10. LiveVox