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 Contact Center Technology Solution Companies

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 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, 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

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

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

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

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

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

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

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

RiverStar

RiverStar

Every customer interaction is a process with a specific objective. It has a beginning, a middle, and an end, and it generates a specific result. RiverStar enables organizations to manage each point in the customer interaction process whether that process is initiated by the customer or the business itself (i.e., Inbound or Outbound Customer Contacts). RiverStar's customized business process based applications allow its clients to realize huge performance benefits (higher first call resolution, improved customer satisfaction, and improved customer operations) by simply creating process-driven customer interactions

Serenova

Serenova

As part of Lifesize, the company's complementary suite of award-winning cloud video conferencing and cloud contact center solutions empowers organizations to elevate workplace collaboration, boost employee productivity and improve customer experiences. Having over 18+ years of success in the contact center industry, Serenova understands business on an unmatched level. Customer-obsessed brands choose Serenova, because the company offers true omnichannel interactions, the ability to securely scale up or down, and deep industry expertise

SUMO Communication

SUMO Communication

For the IT infrastructure and telecom industries, SUMO Communication help enterprise clients like identify and deliver Data Center, Cloud-based Infrastructure and Connectivity Solutions nationwide and around the globe. The company is committed to providing its clients with a comprehensive portfolio of Colo and WAN solutions backed by the strongest support team our industry has to offer. Not all Data Centers were created equal. Experience of the staff, power, cooling variables, connectivity options and age of the technology range broadly from facility to facility. Not to mention, cost varies as well. It is a combination of these components which sets some data centers apart from others. SUMO helps its clients understand the options in order to compare facilities and select the one that suits their needs best, ensuring that they choose the right services with the right providers to maximize performance, efficiency, reliability and flexibility

Telerain

Telerain

Telerain offers a comprehensive package consisting of the Omnichannel Contact Center along with the Service Desk software. It is an ideal choice for the Customer Service because of its ease of use and guarantee to deliver a wonderful customer experience. Telerain’s integrated cloud software service provides all the digital business communication channels – voice, SMS, fax, video, chat & email – while automatically addressing GDPR, PCI DSS and HIPPA regulations through compliant recording & archiving of all communications.Customers can access all business communications & related compliance requirements regardless of location on a per user per month SaaS model while avoiding the cost & complexity of legacy technology solutions

Thrio

Thrio

Thrio is a groundbreaking one-stop AI powered complete CCaaS platform. Thrio Digital, Thrio Voice, and Thrio AI enables enterprises to lower costs, be more agile, and get to market faster. Agents are empowered to improve CX with Thrio’s AI-driven Situation Routing, journey management, and agent gamification. Organizations moving to or expanding cloud deployments can leverage Thrio’s secure, scalable, and reliable software as a complete solution or as an overlay on existing environments. Thrio creates enriched customer experiences, improves agent productivity, and enables enterprises to deploy new capabilities faster while updating seamlessly and without interruption

VERASCAPE

VERASCAPE

Verascape offers a suite of cloud-based IVR and Chatbot self-service solutions across all customer communication channels including phone, automated chat, SMS, Facebook Messenger, smart speakers, and other emerging channels. Verascape has the highest caller 
self-service rates in the industry. An industry leader in caller identification — which is the critical success factor in omni-channel self-service, Verascape has outperformed existing IVR systems by as much as 75%

Vocalcom

Vocalcom

Vocalcom’s open platform easily integrates with your CRM and business applications to boost your productivity and give your customers a richer and more personalized experience. Additionally, our unique CTI solution developed natively in Salesforce makes it easy to manage your contact center and all your omnichannel customer interactions in Salesforce. Spanning 47 countries and 5 continents, Vocalcom is trusted by more than 1,400 customers to orchestrate over 1 billion customer interactions per year in the cloud and on-premise. Vocalcom's customers include HSBC, Axa, Comdata, Renault, BNP, Nespresso, FC Barcelona, Vodafone, Allianz, Office Depot and many more

Voxcentric

Voxcentric

Voxcentrix is the ideal call center for those looking for call center services outside of the US but close enough to visit every day. Established in 1999, we are conveniently located only five minutes away from the San Diego, CA border in Tijuana, Mexico. Voxcentrix specializes in delivering high-performance telephone and computer-based customer service solutions. We provide inbound & outbound customer service, appointment setting, tech support, sales, debt collection, order taking and more

Zacoustic

Zacoustic

Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful and impactful process, policy, product, and technology decisions while operations leadership responds agilely to real-time customer experiences. Zacoustic is a global company based in Austin, TX

Zendesk

Zendesk

Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to start-ups, we believe that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 150,000 customers across hundreds of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide