With the Contact Center Express suite, mid-size businesses interact with their customers using phone, email, text, instant messaging or SMS.  Avaya’s proven ACD technology processes all multi-media channels, routing requests to the appropriate agent, who can reply using the same contact method. Contact Center Express integrates with Avaya Communication Manager and Avaya call center solutions, allowing businesses to leverage their existing investments.

click on this link http://www.avaya.com/usa/product/contact-center-express

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Monet Software is a global provider of workforce management solutions for small and medium sized contact centers. Monet gives contact centers the solution to their two biggest business issues: meeting service levels and controlling payroll costs. We help businesses leverage their workforce investments for efficient deployment of critical resources and effectively manage its people-processes – significantly impacting customer service levels and business profitability.

click on this link http://www.monetsoftware.com/About-Us/

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An optimized workforce is critical. Without it, the ever-present need to enhance service while cutting costs is flat out unattainable. We can help. Our workforce management and optimization (WFO) solution enables you to forecast and meet staffing demands, agent skill requirements and service levels for voice, Web, e-mail and fax contacts.

The solution adds affordable, easy-to-use forecasting, scheduling, and real-time adherence capabilities to the Customer Interaction Center® (CIC) IP communications suite. Contact centers of all sizes quickly benefit.

click on this link http://www.astutesolutions.com/cc-workforce-management.php

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With Genesys Workforce Management, front- and back-office organizations can be confident that they’re effectively forecasting staffing needs, managing employee schedules, and tracking workforce performance and results. Access to both real-time adherence and  historical data and employee skills information across all channels, ensures the most accurate staff planning possible.

click on this link http://www.genesyslab.com/products/workforce_management

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Achieve the optimal balance of customer service, employee retention, and operating costs with GMT’s advanced workforce management solutions.

click on this link http://www.gmt.com/solutions/contactcenters

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Drawing on decades of insight gained from working with the world’s leading companies on mission-critical customer contact, Aspect enables organizations to turn the potential of unified communications into real business results, through enhanced knowledge worker and agent productivity and by helping optimize business processes throughout the enterprise and contact center for improved agility and responsiveness. Aspect provides these capabilities by leveraging Microsoft unified communications like Microsoft® Active Directory™, Microsoft® Exchange and Microsoft® Office Communications Server 2007.

click on this link http://www.aspect.com/Contact-Center-Software

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Witness Systems is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company’s unified Impact 360^TM platform for workforce optimization (WFO) operates across TDM, IP and mixed telephony environments, and is primarily deployed in contact centers – as well as the remote, branch and back offices of global organizations.

click on this link http://www.g3-tel.com/products/witness/

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