Top 20 Contact Center Technology Solution Companies - 2020

While technology is advancing throughout nearly every industry, it is evolving at an amazingly fast pace in the realm of contact centres. In fact, technological innovations are changing how customer service is being delivered in ways that are dramatically impacting the customer experience. There are numerous contact centre vendors in the market today and businesses find it difficult to choose the appropriate one who can guide them in building long-lasting customer relationships. Coming to the rescue are solutions that incorporate technologies, including AI and machine learning, have propelled businesses of all sizes to redefine service and customer success. Yet, these technologies are still in their infancy. Next year, there is likely to be much more progress that will further amplify the need for greater capabilities when it comes to service delivery, as well as to meet customer expectations. Also with a great CRM, and other call centre analytics tool, one can have many options to expand its business. In 2021, we hope to see increased usage of analytics in all customer support activities. It will allow getting the best of a customer support team, both in-house and outsourced. The tools will also help to resolve customer queries and issues in the very first call.

Paving the way to such businesses, the editorial board of CIOReview magazine brings its latest “20 Most Promising Contact Centre Technology Solution Providers – 2020” edition. The featured companies exhibit the ability to deliver contact centre technology solutions and provide actionable insights to organizations who seek to optimize their contact centre services and improve their customer's journey with a better experience.

TOP VENDORS

Top Contact Center Technology Companies

Aceyus

Aceyus focuses on bringing visibility to the data behind every customer interaction across contact centers. The company designs and develops a robust reporting and analytics platform that can seamlessly integrate with existing disparate systems to provide contact centers with a centralized view of data in real-time. The solution allows clients to leverage the power of real-time call center metrics and create a more efficient and effective contact center experience for customers. Aceyus’ platform can proactively send notifications to contact center managers during anomalies, allowing them to quickly resolve issues, before affecting the workflow. It is designed with the capability to feed historical and real-time data into other enterprise systems, including BI and CRM platforms

CallShaper

CallShaper offers its leading cloud-based call center platform to help businesses increase sales, improve efficiency, and reduce cost. As a SaaS-based solution for Auto dialer, it helps businesses monitor inbound and outbound calls, track agents’ performance, and effectively manage leads, telemarketing, and sales processes.With CallShaper’s built-in compliance rules, companies don’t have to worry about compliance regulation issues. Moreover, with accurate, real-time reporting, it allows them to quickly and effectively measure agent and lead performance

Leap Telecom‘s Connect CCaaS

Leap Telecom, a subsidiary of Teliax, is a global leader in innovative voice connectivity and communications platforms. Leap offers a 100% cloud-based, AI-powered Contact Center-as-a-Service (CCaaS) solution, delivering full omnichannel connectivity, integration of all data sources, and automation of processes across the business…all from within a single desktop platform. Combining their contact center and communications services, Leap delivers an end-end offering of collaborative tools for SMB and enterprise clients. The Leap Connect CCaaS platform enables businesses to optimize customer interactions from any communications channel, which includes voice, social media, webchat, and email

Blue Panda Communications

Blue Panda Communications has created an intelligent Contact Center platform developed to address a growing need for unified customer communications. Understanding the limitations of traditional Call Center solutions, Blue Panda developed a user-friendly, yet comprehensive communication solution designed to meet the agent collaboration needs of today’s Contact Centers, while addressing the multi-platform requirements of technology savvy customers. This easy-to-use unified approach has redefined customer service, support, and success for companies around the globe

C2Perform

Gone are the days of buying separate learning management systems, quality platforms, coaching tools and knowledgebase solutions (and more). C2Perform is a comprehensive performance management suite for contact centers and customer support operations. With C2Perform, one gets everything that they need under one roof to make your team more effective and efficient

CloudLinx

CloudLinx helps its clients avoid the critical mistakes that plague CCCaaS purchasing decisions. By using the core team's experience its clients are able to save almost 20% on every project by effectively negotiating upfront each element of their requirements and avoiding the “I didn’t know about that” hindsight that throws budgets off. Additionally, the firm focuses on helping its clients avoid the costliest of mistakes within CCaaS selections and migrations through hard-earned experience, an aggressive selection process and strategic negotiations

DogFish Consulting

DogFish Consulting is a team of experts working to empower companies to create an exceptional Multi-Channel experience and engagement for their customer relationships. For over 25 years, our team has focused on creating solutions that delight clients along with growing their business. The DogFish Consulting team is committed to your business success

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences

Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility

Noble Systems

Noble Systems Corporation is a global leader in customer contact technology, offering the industry's most comprehensive and cost-effective technology platforms for Contact Center, Workforce Engagement, Gamification, and Analytics. Our solutions for sales, collections, and customer relationship management enable companies to make more contacts, improve efficiencies, and increase revenues. Noble Systems specializes in providing companies with flexible contact center solutions tailored to meet each client’s unique business needs, whether they are large enterprise, mid-size, or small organizations. Tens of thousands of agents at 4,000+ client sites around the world use Noble solutions to direct their contact activities, managing millions of customer interactions every day through our platform of ACD, predictive dialing, unified contact processing, and omnichannel communications systems