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.

Top Contact Center Technology Solution Companies

Provides a full suite of cloud based inbound and outbound customer interaction channels

Delivers cloud-based business communications solutions that are affordable, easy to use, and incredibly advanced

A provider of unified contact center solution built on Microsoft Skype for Business, and Lync

Provider of cloud communications services through its storm Communications Integration™ platform

Provides enterprise and carrier grade products as well as quality assurance products for contact centers

Providing unique contact center solutions aiming to change the way global businesses approach and pay for their contact center solutions

Provider of a unified, multichannel cloud customer interaction platform

Offers cloud-based call automation and IVR solutions

Analyzes and predicts customer behavior based on the language exchanged during service and sales interactions with personality-based SaaS applications

With more than 33 million cloud connections daily, Mitel helps businesses connect, collaborate, and take care of their customers

A solutions and services company with expertise in contact center and unified communications

Provider of an open source contact center suite with CRM integration, data encryption, inbound and outbound calls, email, and customer website chat

The Industry Leader in Intelligent Intraday Automation® for Contact Centers

AireSpring

AireSpring

Delivers managed and connected end-to-end contact center solutions that enhance customer experience through omni-channel communication

Aspect

Aspect

Provider of an elegant software platform for enterprise contact centers to deliver remarkable customer experiences across every conversation and every channel

Avtex

Avtex

Leverages its technology know-how to enable clients to deliver an exceptional experience to their customers

eGain

eGain

Provider of cloud customer engagement hub software that improves customer experience, optimizes service process, and increases sales

Five9

Five9

Provides cloud contact center software, bringing the power of the cloud to thousands of customers worldwide

Fuze

Fuze

Improves customer interactions with simplified call routing

Support.com

Support.com

Provides cloud-based software and services to deliver next-generation technical support