Top 20 Contact Center Technology Companies - 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.