20 Most Promising Contact Center Technology Solution Providers 2017

The role of contact center is undergoing a paradigm shift. It is no longer focused on sales and services alone, but working toward deepening customer engagement by offering differentiated experiences that integrate the human touch with digital channels— chat, mobile, video and social media. The contact centers are combining right channel strategy and proactive contact to guide customers for appropriate channels to get their queries addressed. They are also exploiting the cross-selling opportunities by providing personalized offers through the customer’s chosen channel.

The evolution of contact center is complemented by the technological innovations such as cloud, social, mobility, virtual agents, big data, video calling and more. Cloud-based contact centers offer round-the-clock support and provide scalability and the ability to integrate with other enterprise software such as CRMs and ERPs. On the other hand social media solutions for contact center help effectively manage queries originating from Facebook and Twitter to generate positive discussions that will enhance the brand image. The contact centers are also leveraging analytics to gain better intelligence to explore cross and up sell opportunities on different channels.

It is no surprise that staying up-to-date on new technologies is the secret to better customer service. To aid businesses stay up-to-date on these technologies and select the best vendors from the bazillions that offer contact center solutions, CIOReview presents the “20 Most Promising Contact Center Technology Solution Providers - 2017”.

In order to help the CIOs find the best contact center solutions provider, a distinguished panel comprising of CEOs, CIOs, Analysts and the CIOReview’s editorial board, has reviewed companies with a proven record of expertise in assisting organizations with cost-effective and best-of-breed solutions. The panel has weighed the support for analytics, integration capabilities and robustness besides quality of service above all else, before cataloguing the finalists.

Company Name

Company Description

Accurate Always, Inc Provider of call, video recording and analysis solutions for contact centers and governmental organizations
CCT Solutions CCT Solutions provides total Unified Communications and Contact Center Integration Solutions for large and medium size Enterprises
CounterPath Provider of innovative desktop and mobile VoIP software products and solutions
DATAMARK, Inc DATAMARK provides a wide range of outsourced services to Fortune 500 companies, government agencies and other large enterprises
EducationFolder Provides cloud-based software solution for contact centers
Five9 [Nasdaq:FIVN] Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers
Genesys [NASDAQ: GCTI] Provider of PureCloud, a cloud based multichannel contact center solution
Interlink Network Systems TxContact’s powerful custom scripts and seamless integrations result in quick high quality customer service
IQVentures The company aims at revolutionizing communications technology by creating intelligent, easy-to-use solutions for our customers
Keona Health Offers a unified enterprise platform for healthcare call centers that shortens handle times and enhances the patient and agent experience
KM2 Solutions KM2 Solutions offers a suite of business services that support clients in various industries at contact center locations in the Caribbean and Latin America
Mitel Provides contact center application that helps business to empower customers with self-service capabilities
NexTalk NexTalk is dedicated to reduce communication barriers and enables people with serious communication disabilities to enjoy a greater level of access to communication
Parlance Delivers comprehensive call handling solutions for enterprise callers
Perfect Pitch The company’s solution combines actual service agents with its patented soundboard technology to create the best experience possible for the callers in their native language and dialect
Serenova Provides omnichannel cloud call center software to solve the top challenges faced by every contact center
Servion Global Solutions Enables business transformation for enterprises in the area of customer experience
TelStrat TelStrat offers Engage WFO software solutions for contact center call recording, quality management, and workforce optimization
Vocalcom Offers cloud-based contact center and inside sales platform help businesses to drive a more effective sales team, and create effortless omnichannel customer experiences, journeys, and relationships
Voxai Solutions Partners with customers to Manage, Transform, and Enhance customer and employee engagement platforms to enable great customer experiences and improved business results