Collab.com is a leading contact center software company that offers disruptive and innovative solutions for businesses. Founded in 2003, the company has a strong background in the contact center industry and has gained customers and partners worldwide, particularly in key areas such as banking, healthcare, and government. Collab.com's 100% SIP-based technology eliminates the need for PBX, making it ideal for large-scale organizations.
The company offers off-the-shelf integrations with leading business applications and has a next-generation contact center suite that includes AI-powered Sentiment Analysis and Bot Flows. Collab.com's WebRTC-based agents enable remote work, with Workforce Optimization and Gamification strategies in place to empower and motivate agents to work from anywhere they choose. With flexible deployment options, Nubitalk, Collab.com's cloud-based platform ensures that businesses can focus on their needs without worrying about server management or other IT-related issues.
The company is considered a Visionary by Gartner and has received recognition for its innovative solutions.
TLDR
Collab.com is a leading contact center software company that offers off-the-shelf integrations with leading business applications and innovative solutions for businesses. The company's 100% SIP-based technology eliminates the need for PBX and has gained customers and partners worldwide, particularly in key areas such as banking, healthcare, and government.
Collab.com's next-generation contact center suite boasts AI-powered Sentiment Analysis and Bot Flows, with WebRTC-based agents that enable remote work. With flexible deployment options and a cloud-based platform, Nubitalk, businesses can focus on their needs without worrying about server management or other IT-related issues.
Collab.com is considered a Visionary by Gartner and has received recognition for its innovative solutions.
Company Overview
Collab.com is a disruptive contact center software company that was founded in 2003 by a team with a strong background in the contact center business. The company's innovative approach to the industry led to the development of a 100% SIP-based technology that did not require any PBX, making it ideal for large-scale organizations. By leveraging their research and development capabilities, Collab has gained customers and partners worldwide in key areas such as telecommunications, banking, healthcare, and government.
With the advent of cloud computing and artificial intelligence, Collab has continued to push the boundaries and turn modern technology into relevant and useful contact center features. The company offers off-the-shelf integrations with leading business applications and has a next-generation contact center suite that includes AI-powered Sentiment Analysis and Bot Flows.
Collab's WebRTC-based Agents can work from anywhere, thanks to their Workforce Optimization and Gamification strategies. The company is considered a Visionary by Gartner and has received recognition for its innovative solutions.
Collab's ecosystem of products has the brand name OneContact for each product, including OneContact CC and OneContact PBX. The company's products can be used on-premises or in private or public clouds, freeing customers from maintenance and installation. Nubitalk is the name of Collab's cloud platform.
Collab.com's headquarters are in Lisbon, Portugal, with offices in Brazil, Mexico, Colombia, and Belgium. The company provides access to the tools and resources needed to help customers achieve business results, fuel innovation, and train teams. CollabXperience is a yearly two-day event exclusive to partners and selected clients filled with conferences and activities to encourage contributions, connect perspectives, share experiences, and provide insights.
Collab.com is looking for individuals to join them and help redefine Customer Experience around the world. The company has current vacancies listed on their LinkedIn and careers page.
Features
Contact Center Suite
AI-Powered Sentiment Analysis
Collab.com offers an AI-powered Sentiment Analysis feature for their contact center suite. This feature uses machine learning algorithms to analyze customer interactions and determine the overall sentiment of the customer towards the company. This provides valuable insights to the organization, allowing them to make better business decisions and improve their customer service practices.
Bot Flows
Another advanced feature of Collab's contact center suite is their Bot Flows technology. This feature allows customers to interact with automated chatbots for simple inquiries, such as checking account balances or scheduling appointments. These chatbots use natural language processing and machine learning algorithms to understand and respond to customer inquiries, improving the efficiency of the contact center and reducing wait times for customers.
WebRTC-Based Agents
Collab's contact center suite also features WebRTC-based agents that enable remote work. With Workforce Optimization and Gamification strategies in place, agents are empowered and motivated to work from anywhere they choose. This feature is especially relevant today with the increased need for remote customer service capabilities.
Cloud Platform
Flexible Deployment
Collab's cloud-based platform, Nubitalk, offers flexible deployment options that cater to every business's needs. This feature allows customers to choose between on-premises, private cloud, or public cloud deployment, freeing them from maintenance and installation requirements. This ensures that customers can focus on their business needs without worrying about server management or other IT-related issues.
Collaboration Features
Collab's Nubitalk platform offers a wide variety of collaboration features, such as chat, video calling, and file sharing. These features enable employees to work together effectively and efficiently, share important information, and communicate effectively even if they are not in the same physical location. This is an important feature for geographically dispersed teams and remote workers.
Integration with Leading Business Applications
Collab.com offers off-the-shelf integrations with leading business applications, such as Salesforce, Zendesk, and Microsoft Dynamics. This ensures seamless integration with existing IT infrastructures and other business processes, improving efficiency and productivity for businesses looking to upgrade their customer service practices.
SIP-Based Technology
No PBX Required
Collab.com's SIP-based technology requires no PBX, making it ideal for large-scale organizations. With no complicated infrastructure requirements, this feature also simplifies installation and maintenance processes for the customers, allowing them to focus on their business needs.
Next-Generation Call Center Solutions
Collab.com's innovative approach to the industry has led to the development of next-generation call center solutions, such as their advanced IVR, Automatic Call Distribution (ACD), and outbound dialer capabilities. These capabilities improve the efficiency of the contact center, providing better customer service and reducing wait times for customers.
Visionary Solution
Collab.com's SIP-based technology and innovative approach to the industry has won the company recognition as a Visionary by Gartner. This recognition cements Collab.com as a leading example of forward-thinking and proven solutions that have disrupted the market. This feature is a testament to the company's commitment to research and development and the great strides it has made over the years.
Integrated Products
OneContact PBX
Collab.com's ecosystem of products has the brand name OneContact for each product. OneContact PBX is one of these products, offering a wealth of features for businesses looking to upgrade their communication systems, such as call routing, voicemail, and call recording functionalities.
Businesses can deploy this product on-premises or in private/public clouds. The flexibility of this feature caters to different user needs, and the ease of installation and maintenance lowers costs for the business.
OneContact CC
Another excellent product offered by Collab.com is OneContact CC. This product is a complete contact center solution that features ACD, IVR, and advanced routing capabilities, among others.
With OneContact CC, businesses can streamline their customer service practices and reduce wait times for customers. This product can also be deployed on-premises or in private/public clouds, catering to different user needs.
CollabXperience
CollabXperience is a yearly two-day event exclusive to partners and selected clients, filled with activities that encourage contributions, connect perspectives, share experiences, and provide insights. This feature demonstrates the company's commitment to teamwork, employee empowerment, and the development of the company culture, all of which are essential in fostering growth and innovation.
FAQ
What is Collab.com's OneContact CC?
OneContact CC is Collab.com's flagship product and is a cloud-based contact center solution that leverages AI-powered Sentiment Analysis and Bot Flows to enhance customer experience. It is designed to unify all communication channels, from voice to email, chat, and social media, and integrates with leading business applications like Salesforce, Dynamics 365, and Zendesk. OneContact CC allows for real-time monitoring, reporting, and analytics.
What is the advantage of Collab.com's WebRTC-based Agents?
Collab.com's WebRTC-based Agents allow for remote work and work-from-home capabilities, as they can be accessed from any device with an internet connection. They are flexible, scalable, and can be easily deployed. Furthermore, Collab.com's Workforce Optimization and Gamification strategies create personalized, engaging, and rewarding experiences for agents, thus increasing employee satisfaction and productivity.
What is the Nubitalk cloud platform?
Nubitalk is Collab.com's cloud platform that serves as the backbone of their contact center solutions. It is built on AWS and provides reliable and secure infrastructure for voice and data communication. Nubitalk enables scalability, redundancy, and global reach, ensuring that businesses of any size can leverage the power of Collab.com's products.
How does Collab.com's AI-powered Sentiment Analysis work?
Collab.com's AI-powered Sentiment Analysis uses Natural Language Processing (NLP) algorithms to analyze the vocal and textual tone of customers. It classifies their interactions as positive, negative, or neutral, thus allowing companies to identify the areas that need improvement and act accordingly. Sentiment Analysis also provides real-time insights and alerts, which can prompt agents to take immediate action and prevent customer churn.
What support options does Collab.com offer?
Collab.com offers comprehensive and proactive support options to its customers and partners. They have a dedicated support portal with resources, documentation, and FAQs. They also have a ticketing system that allows for personalized assistance and fast response times. Collab.com offers 24/7 support services and has on-site and remote training programs to empower its users and ensure that they get the most out of their products.
