Compare XenCALL vs InContact vs Hydra

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XenCALL screenshot view 3 more InContact screenshot view 5 more Hydra screenshot

Software Description:

XenCALL provides a cloud software for contact centers, telemarketers and appointment setters. It combines CRM and dialing tools for small and medium-sized businesses. The XenCALL predictive dialer facilitates millions of sales calls every month between our clients and their customers.

Find value in XenCALL with the following benefits:

  • Month-to-Month Commitment
  • Free Demo
  • 24-Hour Deployment Window
  • No-Obligation Trial Period
  • No Long-Term Contracts

Software Description:

NICE inContact is software intended to help businesses gain as many leads as possible, at minimum cost. It presents a comprehensive approach to fulfilling contact center requirements, and to help companies gain positive customer experience.

The inContact solution is based on hosted call center products called the Customer Interaction Platform, which enables its users to make inbound calls, outbound calls, or combination of both. The software seamlessly integrates with CRM platforms, including Salesforce, Oracle Service Cloud, and Microsoft Dynamics.

The platform offers following solutions: Inbound Contact Center; Outbound Contact Center; Contact Center Management; Customer Service Solutions; Enterprise Contact Center; Contact Center Compliance; Enable Security In The Cloud. NICE inContact also offers Workforce Optimization Software, which encourages employees' self-improvement and manages efforts to enhance the customer experience.

Software Description:

The WebRTC ACD without physical infrastructures.

Your contact centre does not need to be tied to expensive physical infrastructure. Hydra, our ACD solution based on WebRTC technology, provides you with a remote platform through which agents can be monitored and controlled as if being in a traditional call centre, but when in fact no physical infrastructure is needed.

Natural language recognition

The use of Natural Language Recognition allows you, as a company manager, to take full control of the content of the conversations that take place on any of your business phone numbers, made or received by an employee working in any of your domestic or international offices or a teleworker, disregarding the device used (landline, mobile or IP phone). Beyond the common fact that you can receive a transcription of every single call, you will also receive its translation. Choose between different detection patterns to analyse any conversation, regardless of the language used.

Call recording

Ensure your services quality, accuracy and proficiency. Review easily and securely your customers’ requests and resolve quickly customers’ disputes. Improve your training efficiency and detect and defeat agents’ misconduct. Coupled with our cloud multilingual Natural Language Recognition system, analyse conversations taking place in any corporate phone line.

Advanced voice control

  • Voice Biometrics system.
  • Sentiment Analysis of speakers.
  • Intelligent management of call waiting.

Call monitoring

Audit in real time your employees and your Contact Centre. Barge calls or whisper agents on how to attend to customers while they are answering or making calls. Identify agents strengths and weaknesses and check adherence to scripts provided by Contact Centre management.

IVR

Our IVR gathers the necessary information from the caller and routes the call to the most appropriate destination. Our IVR service enables you to interact with callers and accepts inputs from them via DTMF tones or our multilingual ASR (Automatic Speech Recognition).

  • DTMF
  • ASR
  • Text2Speech

Advanced management of call-waiting queues and call routing

Our call queuing system helps you enhance your service level and customer satisfaction. Audit outsourced call centres and route calls to the most efficient agents. Inefficient detected agents can be automatically unlogged.

Security, management and reporting

  • Powerful and intuitive user interface.
  • Real-time manageable: maximum queue size, maximum waiting time, time delay overflow, etc.
  • Key performance metrics.
  • Recordings are also stored on our secure encrypted data storage and can be retrieved via our web-based management interface or downloaded to your premise through FTP.
  • Post-call surveys.
  • Configure supervisor and monitoring permissions and get reports on call monitoring activity.
  • Excel and Word exports.

Features:

  • Click-to-Dial
  • Softphone
  • Call Disposition
  • Call Tracking
  • Chat
  • Customer Management
  • External Integrations
  • Batch Permissions & Access
  • Dashboard
  • Scheduling
  • Calendar Management
  • Lead Management
  • Multi-User
  • Notifications
  • Contact Sharing
  • Data Export
  • Data Import
  • Data Visualization
  • API
  • Contact Management
  • Email Integration

Features:

  • Chat
  • Notifications
  • Data Export
  • Data Visualization
  • Dashboard
  • Contact Management
  • Call Tracking
  • Click-to-Dial
  • Call Disposition
  • Lead Management
  • External Integrations
  • API
  • Customer Management

Features:

  • Call Disposition
  • Chat
  • Notifications
  • Softphone
  • Call Tracking
  • Dashboard
  • Data Visualization
  • Contact Management

Summary:

  • XenCALL is an all-in-one CRM and VoIP platform, fully browser-based with no downloads required.

  • Optimize your call center with the best sales technology possible.

  • Ideal for contact centers, telemarketers and appointment setters to improve outbound sales.

  • Increase telemarketing sales with predictive dialing by up to 300% over one-to-one dialing.

  • XenCALL is the only major dialer provider with a live, interactive map of your sales floor.

  • Benefit from live, in-house technical support at no extra cost.

  • Consolidate analytics, omnichannel routing, and workforce optimization to unify your customer experience.

  • XenCALL's built-in CRM seamlessly integrates with your dialing activity to better manage your leads and customers.

Summary:

  • Multi-Channel ACD

  • Workforce Management

  • Personal Connection™ Predictive Dialer

  • Cloud Contact Center Platform

  • Verint Speech Analytics Engine

  • Social, Chat, Phone, Email

  • Agent Scripting

  • ECHO Customer Feedback

  • Automated Speech Recognition (ASR) and Text-to-Speech (TTS)

  • Automatic Call Back

Summary:

  • The WebRTC ACD without physical infrastructures

Month-to-Month


Per User, Per Month
Included in plan:
  • Inbound/Outbound Dialing
  • Unlimited Data Storage
  • Call Recordings
  • Built-in CRM
  • Appointment Setting
  • Live, In-House Technical Support

FAQs:

    Does this service offer multi-user capability (e.g. teams)?
  • Yes, both administrative and user accounts for multiple agents are available.

  • Does this service offer guides, tutorials and or customer support?
  • Yes, complimentary training is provided during the onboarding process and all clients retain access to live, in-house technical support at no extra cost.

  • Does this service integrate with any other apps?
  • Adobe Sign, Amazon Web Services, Authorize.Net, ClickSend, Contact Center Compliance, Dropbox, Google Calendar, Google Maps, Gmail, Limelight Networks, Moneris Solutions, Stripe, Trulia, TrustedTPV and VoiceLog.

  • Does this service offer an API?
  • XenCALL's API capabilities allow for custom integrations and product features for any need.

  • What is this service generally used for?
  • Inbound/outbound dialing, appointment setting, customer management, appointment setting.

  • Who are the main user groups of this service?
  • Contact centers, telemarketers, appointment setters.

FAQs:

    Does this service integrate with any other apps?
  • Integrations: Zendesk, Salesforce 1 Platform, Firefly, Cherwell Service Management, Salesforce App Cloud, IMIconnect, Inbenta, SpiceCSM, Microsoft Dynamics.

  • What are some applications this service is commonly used in tandem with?
  • It is commonly used in tandem with CRM applications like Salesforce and Oracle Service Cloud.

  • Does this service offer guides, tutorials and or customer support?
  • Support: Knowledge Base, Phone Support, Video Tutorials, Chat, Webinars.

  • Does this service offer multi-user capability (e.g. teams)?
  • No.

  • Does this service offer an API?
  • Yes, it offers API.

  • What is this service generally used for?
  • This service is generally used as a contact center management platform.

  • What platforms does this service support?
  • This is a web-based platform.

  • Who are the main user groups of this service?
  • NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Industries covered: Business Process Outsourcers, Government & Education, Financial Services, Healthcare.

FAQs:

    Does this service offer an API?
  • Yes.

  • Does this service offer guides, tutorials and or customer support?
  • Yes.

  • Does this service integrate with any other apps?
  • Yes.

Publisher:

Founded:
-
Based in:
Vancouver
Employees:
51-200
Likes:
Followers:

Publisher:

Founded:
-
Based in:
-
Employees:
-
Likes:
4.48k
Followers:
8.09k

Publisher:

Founded:
-
Based in:
-
Employees:
-
Likes:
Followers:

Other:

Who uses XenCALL
  • SMEs
  • Agencies
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.

Other:

Who uses InContact
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.

Other:

Who uses Hydra
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
  • Macintosh
Languages:
Portuguese, German, English, Spanish, French, Italian
Regional Restrictions:
No restrictions.
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