cloud collaboration contact center call center customer service proactive customer care customer experience back office workforce management interaction management workforce optimization social customer care mobile customer care self-service omni-channel hosted and on premise solutions contact center/call center customer engagement platform customer service/ customer care self-service / IVR / chatbots omni-channel customer experience management quality management performance management Call Center Call Center Solutions Call Center Software Cloud Call Center Enterprise Call Center Solutions Enterprise Call Center Software Call Center Workforce Management Workforce Management Workforce Optimization Contact Center IVR Self Service Quality Management Performance Management First Call Resolution Occupancy Rate Average Handle Time Average Call Abandonment Rate Customer Satisfaction Back Office Customer Service Customer Care Cloud Solutions Hosted Solutions On Premise Solutions Average After Call Work Time Average Speed of Answer Service Level Average Time in Queue Percentage of Calls Blocked Mobile Customer Care Call Center Metrics 250+ Seats Omni-Channel Customer Experience Management Large Call Centers Call Center Managers Customer Engagement Platform saas SaaS Prepackaged Software Computer Software Enterprise Software Network Solutions Information Technology