Top 20 Contact Center Solution Companies - 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.