Top 20 Contact Center Solutions Companies – 2022

As modern technology becomes an increasingly dominant aspect in customer support, contact centers are poised to experience even more changes in the coming years. They’ve advanced from depending solely on phone calls to utilizing a multitude of different customer contact channels. There’s a need for businesses to keep up with these new advances to embrace the future of call centers.

Among the latest advances in call centers, AI-based technology has gained widespread recognition and adoption. Powered by real-time intelligence, AI provides the toolkit and resources necessary to achieve consistent, on-brand resolutions while improving a brand’s customer experience. It eliminates many of the problems that customers and agents face and provides the opportunity to radically redesign customer service for the better.

Driven by such trends, the AI market in call center applications is expected to grow at a CAGR of 25.8 percentby 2026.

To put the spotlight on other key developments in the industry, CIOReview illustrates how companies are offering innovative capabilities to increase and foster customer engagement, as well as enable contact centers to move beyond traditional phone service and human agent support. The edition also features thought-provoking articles from Elena Ford, Chief Customer Experience Officer at Ford Motor Company; Jeremy Markey, Director of CS Operations at Hunter Douglas; and Dayton Semerjian, Chief Customer Care Officer and Managing Director at LPL Financial, who shed light on new call center model for driving customer engagement, how to tackle employee disengagement, and the role of customer analytics in driving customer satisfaction.

In this edition of CIOReview, we also bring to you the story of some of the most promising call center solution providers that play an important role in maintaining excellent customer experiences, workplace satisfaction, and sustainable contact center growth.The list comprises Lifesize, a leading provider of omnichannel cloud contact center and video meeting solutions designed for today’s digital world;Voisothat provides a software platform to effortlessly deploy call centers and maintain a clear picture of agent's results through highly sophisticated customer analytics;TelcoAlert, a company committed to providing affordable automated testing and monitoring services that are enterprise-ready and easy to use; Pinoy Data Capture (PDC) that offers comprehensive programming, designing, and testing services with a well-experienced team of software developers; and AnswerAide, offering live answering servicesto help businesses handle calls proficiently in a polite, business-friendly manner, and making sure that there are no missed calls.

Through the following pages, we aim to shine a light on the innovative trends and latest developments in call center services industry. We would like to know your thoughts.

    Top Contact Center Solutions Companies

  • 1

    Lifesize is a leading provider of omnichannel cloud contact center and video meeting solutions in over 100 countries. Its cloud solutions connect customers, contact center agents and employees with solutions designed for today’s digital world. The secure, scalable, and reliable solutions with integrated capabilities and multivendor interoperability help businesses achieve better outcomes

  • 2

    TelcoAlert, specialized in providing cloud-based IVR monitoring and testing solution. The IVR monitoring solution empowers clients to have a proactive way to avoid system outages, and ensure smooth and responsive customer service. It uses speech-to-text technology and DTMF navigation to make real phone calls to both clients’ call center and IVR system

  • 3

    Voiso offers a contact center platform that enables call center managers to build, implement and manage call center environments without investing in special hardware. Voiso CCaaS provides a set of flexible tools to build custom call flows, and powerful real-time dashboards to identify and correct unproductive agent behavior

  • 4

    8x8

    8x8

    8x8 is the leading cloud-based provider of unified communications and virtual contact center solutions. The company assists organizations in accomplishing their missions by improving their communication flow and employee and consumer access. More than 40,000 businesses are supported by 8x8's enterprise-grade business cloud solutions across the worldwide business ecosystem

  • 5

    Accurate Always

    Accurate Always

    CallShaper is the pioneer of an innovative cloud-based call center platform for directors of inbound and outbound telemarketing call centers who prioritize efficiency and compliance. Whether business contact center is internal or external, CallShaper provides the solution if companies want to automate 100 percent of telemarketing process and keep agents focused on making sales

  • 6

    Aceyus

    Aceyus

    Aceyus Intelligence is a package of products aimed to optimize contact center operations with solutions for world-class reporting, contact management, data collection, and data translation. Its product innovation is motivated by attentiveness to their clients' requirements and creative collaboration to meet their customers' needs and create a genuine competitive advantage

  • 7

    Anywhere365

    Anywhere365

    Anywhere365 is a market-leading dialogue management and cloud contact center technology, relied upon by 1,800 global enterprise clients including McDonald's, Philips, DHL, and Emirates. Anywhere365 is the world's first Microsoft Teams-connected contact center, as certified by Microsoft

  • 8

    Avaya

    Avaya

    Businesses are based on the experiences they offer, and Avaya delivers millions of these experiences daily. With innovation and partnerships that produce game-changing business benefits, they are shaping the future of work

  • 9

    CallShaper

    CallShaper

    CallShaper is the pioneer of an innovative cloud-based call center platform for directors of inbound and outbound telemarketing call centers who prioritize efficiency and compliance. Whether business contact center is internal or external, CallShaper provides the solution if companies want to automate 100 percent of telemarketing process and keep agents focused on making sales

  • 10

    CBTS

    CBTS

    CBTS services enterprise and midmarket clients across all North American industries. They combine in-depth technical knowledge with a comprehensive portfolio of adaptable technological solutions, such as Application Modernization, Managed Hybrid Cloud, Cyber Security, Unifi

  • 11

    Dextr.Cloud

    Dextr.Cloud

    Dextr is a contact center as a service solution powered by Amazon Connect that combines a broad library of cloud services with a fully-featured agent dashboard at a pay-per-use basis. Dextr deploys instantaneously, increases the expanding capabilities of Amazon Connect, and costs a fraction of existing solutions, unlike costly and time-consuming custom development

  • 12

    Enghouse Interactive

    Enghouse Interactive

    Enghouse Interactive provides technology and expertise to maximize the value of every customer interaction, with products including multi-channel call centers, CTI integration, IVR / Self-Service, operator attendant consoles, call recording and quality monitoring, outbound predictive dialer, and more

  • 13

    Five9

    Five9

    Five9 is the top cloud contact center software vendor. They are passionate about transforming contact centers into customer engagement centers of excellence, and they have a thorough understanding of the expense and complexity of operating a contact center

  • 14

    GigTel

    GigTel

    From a collection of modest exchanges formed in the late 1800s to an industry leader in sophisticated telecommunications solutions, Endeavor Communications, GigTel's parent company, has over a century of experience delivering high-quality communications and exceptional customer support

  • 15

    Korbyt

    Korbyt

    Korbyt gives its employees the option to work from home or the office, according to their preferences. Today, 100 hybrid employees serve 350 customers worldwide for Korbyt. The communications platform Korbyt Anywhere engages hybrid employees, students, visitors, and retail customers

  • 16

    Nuxiba

    Nuxiba

    Nuxiba Technologies offers customer-focused products to a variety of industries, including finance, customer service, telemarketing, debt collection sales, telecommunications, government agencies, education, and health. Nuxiba enables an organization's contact center to achieve higher rates of productivity and profitability while also optimizing operational operations

  • 17

    OpsTel Services

    OpsTel Services

    OpsTel Services, founded in 2010, is a software and services firm that assists clients in increasing revenue, reducing expenses, and delighting customers with innovative contact center solutions. Their software enables contact center operations personnel to make modifications to call taker skill setups without having to rely on other contact center support companies, who would ordinarily handle these alterations

  • 18

    Talkdesk

    Talkdesk

    Talkdesk enables businesses to provide a superior client experience. In order to assist their customers survive and prosper, they are imaginative and creative, and they challenge the status quo. They enjoy disrupting the industry and are establishing a company that is also a terrific place to work

  • 19

    Teliax

    Teliax

    Teliax has produced value for service providers by streamlining complex interactions since 2004. Their multi-cloud CPaaS is supported by Teliax's Tier 1 facilities-based network and is relied upon by the world's top carriers. In a rapidly evolving and digitally-driven market, they developed the solutions their partners need to flourish

  • 20

    Twilio

    Twilio

    Twilio has democratized communications channels such as voice, text, chat, video, and email by virtualizing the world's communications infrastructure via APIs that are easy enough for any developer to use, yet powerful enough to run the world's most demanding applications