20 Most Promising Contact Center Technology Solution Providers - 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.
|3CLogic||Provides a full suite of cloud based inbound and outbound customer interaction channels|
|8x8||Delivers cloud-based business communications solutions that are affordable, easy to use, and incredibly advanced|
|AireSpring||Delivers managed and connected end-to-end contact center solutions that enhance customer experience through omni-channel communication|
|Anywhere365||A provider of unified contact center solution built on Microsoft Skype for Business, and Lync|
|Aspect||Provider of an elegant software platform for enterprise contact centers to deliver remarkable customer experiences across every conversation and every channel|
|Avtex||Leverages its technology know-how to enable clients to deliver an exceptional experience to their customers|
|Content Guru||Provider of cloud communications services through its storm Communications Integration™ platform|
|eGain||Provider of cloud customer engagement hub software that improves customer experience, optimizes service process, and increases sales|
|Empirix||Provides enterprise and carrier grade products as well as quality assurance products for contact centers|
|Fenero||Providing unique contact center solutions aiming to change the way global businesses approach and pay for their contact center solutions|
|Five9||Provides cloud contact center software, bringing the power of the cloud to thousands of customers worldwide|
|Fuze||Improves customer interactions with simplified call routing|
|inContact||Provider of a unified, multichannel cloud customer interaction platform|
|Inference||Offers cloud-based call automation and IVR solutions|
|Mattersight||Analyzes and predicts customer behavior based on the language exchanged during service and sales interactions with personality-based SaaS applications|
|Mitel Networks||With more than 33 million cloud connections daily, Mitel helps businesses connect, collaborate, and take care of their customers|
|SOFTEL Communications||A solutions and services company with expertise in contact center and unified communications|
|Support.com||Provides cloud-based software and services to deliver next-generation technical support|
|VICIdial||Provider of an open source contact center suite with CRM integration, data encryption, inbound and outbound calls, email, and customer website chat|
|WorkFlex Solutions, LLC||The Industry Leader in Intelligent Intraday Automation® for Contact Centers|