Avtex provides professional services and strategic consulting encompassing a full 360° suite of solutions including user experience design, application development, unified communications, contact centers, portals, and customer relationship management.
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Datahug is a fast growing company whose core focus is to help organizations win business and sell more by uncovering connections, from communication traffic, which sales people can leverage to get warm introductions into target accounts. Every day they monitor, connect and provide insight into over 20 million relationships worldwide helping companies close more deals faster.
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Epilio offers clients a full range of Unified Communications solutions and services, focused primarily on IBM Lotus Sametime and Microsoft Office Communications Server (Lync).
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Five9 provides the market-leading virtual call center solutions for inbound, outbound, and auto-dialing call centers.
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Interactive Intelligence Group, Inc. (NASDAQ: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services for mid-size to large organizations.
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NTW is the only IT company in their segment able to cater for all requirements relating to modern communications solutions for call handling as well as controlling, reporting and phone services. The call processing and handling solution NTWcall allows the direct integration of Plantronics HS in the Operator Console on Cisco UCM.
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A Microsoft® Gold Certified Partner developing .NET-based telecommunications products including contact center, call accounting, and customer relationship management solutions.
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PGi offers a full suite of powerful web, audio, video and event conferencing solutions tailored to fit your business.
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Sococo specializes in creating shared virtual spaces that enable groups to collaborate online from anywhere.
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ThreeWill helps the most innovative companies in the world successfully implement, integrate, and develop products on SharePoint 2010.
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Zeacom is a leader in communications solutions delivering Multi-Channel Contact Center, Business Process Automation and Unified Communications functionality that bring customers closer. Established in 1994, every day more than 4,000 sites rely on Zeacom’s solutions to improve the customer experience, increase productivity and understand their communications workflows.
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Zylinc's open and scalable solutions - attendant console, contact center, and pc and phone based communication systems - offer organizations an easy and practical path to implement Enhanced Unified Communication for supporting important business processes where communication is critical.
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In the Unified Communications arena, Call Forwarding and Simultaneous Ring are two features that provide added functionality when integrated effectively into Microsoft Lync. While these features are available out-of-the-box with Microsoft Lync, Avtex identified an opportunity to enhance the Lync experience and developed a “Smarter” call forwarding and simultaneous ring application. Previous to the Avtex solution, when users of Microsoft Lync used the Call Forwarding and Simultaneous (aka Sim) ring features, they would experience calls ringing on the wrong device or two devices ringing at the same time when receiving inbound Lync calls.
Most users do not manually turn on or off the Sim Ring or Call Forwarding every time they are near their PC, stepping away from the PC, or turn off their PC altogether, thus creating a less than ideal Lync experience. A solution that automated those features based on the user’s proximity, which can be identified through the use of Contextual Intelligence provided by a Plantronics headset, was needed to enhance the Lync experience.
Avtex has leveraged Plantronics Spokes SDK and Lync SDK components to develop an application called the Avtex Smart Forward Agent. The application runs on the Windows desktop, and turns on and turns off Sim Ring and Call Forwarding based on the user proximity information gathered via sensors in the headset and then communicates the contextual data to the PC through a Bluetooth dongle. Essentially, the application turns on and off the Lync Call Forwarding or Sim Ring features automatically, creating a seamless experience when the user wants those features to be turned on or off.
Datahug works by automatically scanning contact information contained in communications data coming in and out of a company. Datahug monitors the information to build up a dynamic database of contacts and uses an analytics engine to uncover the links and connections to show who knows who. It digs deeper using an analytic relationships algorithm, to provide insights into the strength of the connections uncovered―revealing not just who knows who, but how well they know them. Instantly connections can be identified that are most likely to help open a door and lead to a sale.
By utilizing the Plantronics Voyager Pro UC and the Spokes Mobile caller ID functionality, Datahug facilitates rapid integration with prevailing telephony communication technologies that exists within all organizations. Using the Datahug API access in conjunction with the Plantronics URE, the automatic capture and matching of phone data from a wide range of VOIP and mobile applications such as Skype, Lync, Cisco, Avaya and cellular become seamlessly integrated into the application. Datahug.developers were easily able to add the Mobile Caller ID API into their existing code and began capturing incoming caller identities from mobile calls to add to the database of collective information.
With the combination of communication traffic from voice, email and calendar data, Datahug is now enabled to uncover all connections and relationships that exist across the organization―which can be leveraged to open doors, make warm introductions and ultimately help companies win more business.
Unified communications solutions, like Sametime from IBM, enables users to place and take voice and video calls, as well as join a web conference, on the go -- letting them work the way they want, where they want. Delivering a seamless integration of audio and video features requires audio devices that enable users to switch conversations between multiple devices, including the PC, desk phone and mobile phone is critical to enabling UC workflows.
The Plantronics Plug-in for Sametime, new software that delivers intelligent call control between Plantronics' full Unified Communications product portfolio and IBM Sametime, provides users with exceptional online meeting and telephony experiences with enhanced audio quality. Epilio uses IBM Lotus Sametime to increase the effectiveness of its virtual workforce by integrating voice, data and video communications on the PC. "As an organization with no single physical office location, we rely heavily on our Unified Communications infrastructure to provide customers with the high level of expertise and responsiveness they expect. With the new Plantronics software we've experienced immediate usability and productivity benefits," said Carl Tyler, director at Epilio. "With its intuitive one-click call control functionality integration, the Plantronics endpoints have transformed our PCs into true audio platforms, allowing our employees to quickly switch between PC-based VoIP calls and customer telephone calls without missing a beat."
Custom solution that interfaces with their Five9 call center software allowing changes to an agent’s state based on proximity to their workstation, and whether or not they are wearing their Plantronics Voyager Pro UC headset.
Call center success is predicated on maximizing agent utilization and cost containment. Through the company's evolution, Five9 has outpaced the hosted call center industry by delivering the highest value call center software at competitive prices. Expanding from call center software solutions, Five9 then focused on hosted solutions that dramatically improved their customers return on investment. More recently, Five9 has begun to utilize contextual intelligence to further increase the value of their software and make their customers more successful by saving time.
In utilizing the Plantronics SDK, developers at Five9 were able to code a custom solution that interfaced with their call center software allowing changes to an agent's state based on proximity to their workstation, and whether or not they were wearing their Plantronics audio device. The solution optimizes agent availability, minimizes time in between calls, and ultimately maximizes the overall number of calls that can be handled.
As companies migrate from traditional desk phone-only use cases to a unified communications (UC) infrastructure, organizations today need flexibility and new ways to leverage existing technology. The task of maximizing a company's original investment in traditional voice communications, while enabling a new generation of knowledge workers who leverage multiple devices is often a daunting task. Furthermore, increasing pressure to improve the user support experience often creates the need to optimize employee productivity to meet all internal economic and customer facing requirements.
Interactive Intelligence has established an integrated streamlined solution for knowledge workers that utilize the Plantronics Voyager Pro UC and their software to integrate user proximity and call control into their application. By updating the user status, based on the state detected by the audio device, users are identified as busy if on a mobile call, and other incoming calls can be re-routed to available agents. If users remove their audio device, or move out of the effective range from their work station, Interactive Intelligence software can also intelligently terminate the user's ability to receive calls, and ensure that customers are routed to someone who could help them.
NTW offers for operator and contact center environment a full automation of processes – directly operated by headset procedures / functions.
NTW offers an attendant console and operator center solution based on Cisco Call Manager as well as for the existing Cisco contact center environment. With flexible and reliable support for call processing and call handling NTW provides this solution for a single user or multi-tenant / multi-site / multi-customer system. Scalability ranges from a single operator to hundreds of agents. Additional statistics and controlling functions, administered from central database, allows NTW to meet even demands of international companies or challenging infrastructures.
The integration of Plantronics Headsets brings more efficiency in the call handling process with NTWcall and facilitates communication for operators and agents. With typical headset procedures and functions like switch on/off, smart sensor, voice button, status or docking the agent controls directly the operator processes like active/inactive, accept call, status headset or out of range.
The traditional call center--with a pool of agents that answers phones--has evolved to a multimedia contact center. Today's customers want to communicate by phone, email, IM, or text, and want agents to provide immediate answers--regardless of whether they work from the office, home, or a remote location. In order to optimize service levels and manage costs, improved service is needed at every point of contact. Leveraged reporting tools that enable you to understand and ultimately be able to predict call patterns and staffing requirements.
Call center employees utilize hands free audio devices to increase productivity and improve comfort when working on the phones all day. With Plantronics audio devices, PrairieFyre unlocked the potential to do much more. By utilizing the Plantronics SDK, Prariefyre developers enabled new use cases to optimize agent availability based on their presence and activity when using Plantronics audio devices. PrairieFyre was able to leverage the SDK to deliver increased organizational efficiencies and uplift the value of their solution to open up new opportunities for their company. This allowed PrairieFyre a quantifiable competitive advantage without the costs of building a solution from scratch.
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The Team Space application uses the headset to communicate between team members in a real time, virtual environment with avatars indicating the current user prescence.
Sococo specializes in creating shared virtual spaces that enable groups to collaborate online from anywhere. Sococo Team Space allows users to see, talk, chat, and share with each other instantly, whether they are in different parts of the same building or on different parts of the globe. Using Team Space and a Plantronics headset, users can drop into a virtual office or conference room and instantly hear what is being said, and can chat live with anyone there.
Sococo used the Plantronics Spokes SDK to enhance the functionality of their Team Space application. By implementing the Mute/Unmute , Don/Doff and proximity functionality of the Spokes SDK. Team Space can recognize when a user has their headset on or off and updates the user's avatar to reflect their status. Sococo was also able to tap into the proximity abilities of the Spokes SDK to automatically update the user's status if they were near their computer or away from their desk. By programmatically tapping into these events via contextual intelligence, Sococo is able to take Team Space to the next level and deliver a unique solution that propels them far past what their competitors are able to offer.
ThreeWill is a professional services organization that helps clients Connect, Extend, or Build On the Microsoft SharePoint Platform.
Our company has two classifications of clients: Fortune 1000 Enterprise Clients and Independent Software Vendors (ISVs). With our ISV clients, we look to bring together best of breed solutions through either tight integration with SharePoint or natively building ISV solutions on the SharePoint Platform. In our Enterprise client engagements, we look to integrate the ISV products from our partners and/or integrate SharePoint with their proprietary backoffice applications. Also with our Enterprise Clients, we are the technology partner that establishes enterprise SharePoint practices and builds line of business applications that take advantage of SharePoint’s core functionality. We look for situations where SharePoint can enable faster time to market and lower total cost of ownership for our clients. We focus on a partnering model with our clients and build solutions that are well designed and tested. Finally, we use an iterative approach to help make sure that the client is getting the highest value working software sooner rather than later.
Threewill’s application Popcorn integrates Plantronics and Threewill’s own cloud-based contact center software to enhance the user experience within a Jive community. Contextual intelligence within the Plantronics Voyager Pro US headset alerts the system that the user is available and ready to receive calls. Threewill has created a process in which an incoming call, matched by phone number, alerts the PC and populates a pop-up window on the users screen allowing the user to see immediately the caller’s information contained in their Jive profile. While on the call, the user can delve deeper in to the users profile to find information that may be relevant to the phone conversation. The user can opt to use the phone voice controls in the interactive pop-up window or by headset control. Popcorn involves all aspects of the communications tools, voice, people and applications, in to one integrated solution.
Zeacom Communications Center paired with Plantronics headsets delivers key contact center metrics and customer information in real-time
Every day contact center managers and their staff are under pressure to improve customer service, increase revenues and decrease costs. Achieving these competing goals requires the right information, at the right time.
Zeacom has developed two applications that utilize the Plantronics SDK to give managers and agents access to real-time information that can be customized to their needs.
The first application combines ZCC Snapshot and Plantronics biometrics to give contact center managers full visibility of agents’ activities as they are happening. Managers can immediately see who is logged into the queue, who is at their desk and who has their headset on. Key contact center metrics can be accessed from virtually anywhere – on a TV screen, computer desktop, iPad, Android tablet or smartphone. Statistics are refreshed every 0.5 seconds to ensure information is always current, and a simple administration interface lets you display your data in a format that works for you. Alerts can be customized so that managers can stay on top of any issues that could impact contact center performance or customer satisfaction.
The second application announces information to the agent about the caller, before the call is delivered, ensuring that every call is handled efficiently and professionally. Announcements can include a customizable set of variables, such as queue name, caller ID, wait time, and priority level, and these can be played in a specified order.
Zylinc Contact Center is Microsoft Lync Qualified and provides instant multi media contact to the relevant available agents for customers calling the enterprise. Zylinc Contact Center delivers the most important functions demanded by enterprises in a contact center for application in sales departments, customer service, IT helpdesk, accounting, purchasing, etc. Zylinc has improved the Contact Center workforce utilization by integrating with Plantronics headsets and Contextual Intelligence API.