20 most promising Contact Center Solution Providers - 2015
Contact centers have evolved from the legacy stigma of a room filled with people on the phone into multi-channel, multi-capacity units that take care of entire client relationship administration. Today's contact centers are embracing omni-channel platforms that accommodate e-mail, web inquiries and chat to provide exclusive services to customers in the most feasible manner. Since customers have become the focal point of contact center business, the paradigm shift is towards integrating social, mobile, analytics and cloud technologies into the workflows. At the same time, there has been an upsurge of technologies that enables organizations to interface or integrate telephony capacities directly into the business applications utilized consistently by the contact center staff. This provides contact center staff with new tools that significantly enhance the client experience.
From conversational analytics (text and speech), to live chat, click to call, CRM, interactive voice response, and automated call flows, there are multiple factors that determine the acceptance of a powerful contact center solution.
To help CTOs, CIOs, and CEOs find the right Contact Center Solution Provider for their enterprises, our selection panel has evaluated hundreds of companies in this segment that offer innovative technologies, methodologies and outstanding customer service.
In our selection, we looked at the vendor's capability to fulfill the demand of cost-effective and flexible solutions that add value to the Contact Center landscape. We present to you CIO Review’s 20 most promising Contact Center Solution Providers 2015.
|AireContact||Delivers managed and connected end-to-end contact center solutions and enhances customer’s experience through Omni-channel communication.|
|Arise Virtual Solutions||Arise’s virtual platform primarily connects small call center businesses to other large companies by providing flexible customer contact, business processing, and consulting solutions.|
|Automated Voice & Data||Designs, installs, and maintains advanced communications solutions for all types of industries, businesses, government, and education.|
|CHAMPS Analytics||A provider of business intelligence solutions that quickly consolidate big, complex data into graphical views for immediate analysis.|
|Cognia||Cognia’s PCI compliant live agent and self-service payment processing solutions enable organizations of all sizes to securely de-scope their contact centre operations quickly and easily.|
|CRMnext||Provider of commutable cloud Digital-CRM solution that enables businesses to seamlessly connect to their product experts in call centers for first-time right closures and profitable cross sells.|
|Fonolo||Fonolo is the leading provider of cloud-based call-back solutions.|
|IPitimi||IPitimi is a leading IP services provider merging advanced voice applications with cloud, offering end-to-end IP telephony over one of the largest all IP networks in the world.|
|LocationSmart||Provider of cloud-based location services with the most comprehensive cross-carrier platform for location and messaging.|
|nanorep||nanorep provides a personalized guidance channel, accessible at any moment of need during the customer’s digital journey. With nanorep’s Digital Experience Guidance (DEG) SaaS solution, your customer’s questions render continuous intelligence that delivers actionable and personalized guidance to what they need.|
|Novanet||Providing business-class VoIP and cloud communication services to contact centre and enterprise customers.|
|Ocular Technologies||Providing Contact Centre Interaction Management and Optimization platforms and cloud-based services and solutions.|
|Parker Software||Offers call center solution that incorporates all digital channels into one platform.|
|Pipkins||Provider of advanced forecasting and scheduling technology to contact centers for handling both the front and back office operations.|
|SpeechStorm||Provides solutions on Interactive Voice Response, speech self-service and mobile apps to improve customer experience and enhance the clients’ Net Promoter Score.|
|Swampfox||Provides solutions on Interactive Voice Response, speech self-service and mobile apps to improve customer experience and enhance the clients’ Net Promoter Score.|
|TEGSOFT||Provider of contact centre products, built on the framework of CRM, which includes inbound and outbound call management, web based chatting, and requirements management, among others.|
|Trends & Technologies||Provides solutions that are easily deployed reducing build up period resulting to faster turn-around time to operate contact centers.|
|Ubiquity Global Services||Provides an IVR platform for an enriched customer experience on top of high grade telephony infrastructure.|
|Ytel||Software Company providing communication solutions for all magnitude industries.|