20 Most Promising Contact Center Technology Solution Providers - 2014

Customers expect nothing less than service excellence when they contact any service center, and multisite Contact Centers are the new norm. Exceptional customer experience starts with knowing the customers and delivering a highly personalized experience with every interaction. As the primary hub for real-time customer connections, the Contact Center is the “heart” of all customer experience strategy. With the enormous technology growth, top brands and thriving businesses are quickly moving away from traditional call center technology to a more comprehensive omni-channel Contact Center approach that embraces all forms of customer communications across multiple medium touchpoints.

Some of the most recent seamless Contact Center technologies that lead the industry into an outbound productivity are Auto Call-back, Unified Business Communication, CRM Solutions, Workforce Management, Speech Analytics, ACD/multichannel routing, along with Cloud migration. Also, Enterprise Management Applications enable organizations to deploy a complete, integrated Contact Center solution that meets unique and changing business requirements. An Interactive Intelligence allows Contact centers to take a highly personalized, all-in-one approach to customer care.

To help CTOs, CIOs, and CEOs find the right Contact Center Solution Provider for their enterprises, our selection panel has evaluated hundreds of Contact Center Solution Providers that own innovative technologies, methodologies, and outstanding customer service in this space. They support CIOs to build their IT strategy to align directly with that of the business and innovate in their industries with business services powered by technology.

In our selection, we looked at the vendor’s capability to fulfill the burning need of cost-effective and flexible solutions to add value to the Contact Center landscape. We present to you CIO Review’s 20 Most Promising Contact Center Solution Providers, 2014.

Company Name

Company Description

3CLogic 3CLogic provides advanced cloud contact center solutions
Aspect Helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel—through a single, elegant software platform.
Avaya A recognized innovator and leading global provider of real-time business collaboration and communications solutions.
Avtex A leading provider of customer experience management solutions
eLoyalty eLoyalty, a part of TeleTech’s Customer Technology Services division, is a premier provider of business transformational solutions, assisting its clients to completely revolutionize the customer experience.
Enghouse Systems A publicly traded software and services company, specializing in communications software and services that are designed to enhance customer service.
Ericsson-LG Ericsson-LG is a leading provider of business communications solution.
Fonolo Provider of cloud-based call-back solutions
Interactive Intelligence, Inc. A global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience.
LiveOps A global leader in cloud contact center and customer service solutions
MAC Source Communications Delivers leading Unified Communications, Contact Center solutions which enable businesses to better leverage resources and achieve their goal of increasing customer satisfaction, while decreasing overall customer service costs
Monet Software A provider of Workforce Optimization (WFO) solutions that deliver great customer service experience
ServeMeBest Provides end-to-end solution that help contact centers to avoid miscommunication and retain customer trust
SOFTEL Communications, Inc SOFTEL Communications Inc. engages in the development and delivery of enterprise centric unified communications, contact centers, speech self-service solutions and mobility applications
Telecommunication Software, Inc. A telecommunication software solutions provider that enables contact centers to improve customer interaction experience.
Upstream Works Software Provides Contact Center Performance Management and Analytics
VanillaSoft VanillaSoft enables thousands of inside sales teams to reach “best-in-class” performance through its outbound contact center software
Virtual Hold Technology Provides multichannel callback and virtual queuing solutions for affluent customer experience
VoltDelta A cloud-based contact center technology provider
Ytel A cloud communications software provider supporting businesses worldwide.