Top 20 Contact Center Technology Solution Companies - 2016

As customers interact with businesses through multiple touchpoints, contact centers of today need to deliver uniform, high quality experience through every communication channel—from mobile applications, web, and social media to email and SMS. Cloud is helping businesses achieve this by making the interactions customer centered, while improving customer engagement.

A cloud-based deployment model enables greater flexibility, scalability, and business agility for contact centers, while saving significant costs over long term. These solutions incorporate key technologies required by contact centers, from Automatic Call Distributor (ACD), Interactive Voice Responses (IVR) software, and Computer Telephony Integration (CTI) for intelligent screen pops, to modules for workforce optimization, real-time reporting and decision making, and analytics.

There are a multitude of contact center software providers that bundle end-to-end, integrated solutions for monthly per-agent fees. Deployments can be completed in days, along with the ability to add or scale back agents and sales representatives as required.

To help CTOs, CIOs, and CEOs find the right contact center solution provider for their enterprise, our selection panel 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 for cost effective and flexible solutions that add value to the contact center landscape. We present to you CIOReview’s 20 Most Promising Contact Center Technology Solutions Providers 2016.