The present day customer relationship scenario is driven by the hunger for high-end and responsive customer service through contact centers. With rising trends of machine learning, artificial intelligence, chatbots, and conversational commerce, the world of contact center technologies has been taken by storm. The integration of technological innovations such as cloud, mobility, big data, and virtual agents has changed the face of contact centers.
The introduction of machine learning and artificial intelligence in combination with cloud has enabled companies to provide 24/7 customer care with the scalability to integrate with CRMs and ERPs. Among other rising advancements are chatbots that are playing a pivotal role in providing self service solution with familiar conversations. In case the customer interaction gets complex, the chatbots transfer the conversation to a live agent. Alternatively, with the help of conversational commerce, the customer can choose if they want to be contacted by an agent along with their preferred mode of communication. By incorporating these innovations into their product portfolios, numerous solution providers are empowering enterprises with the ability to improve customer service competency and drive new revenue streams.
The task of zeroing in on the apt contact center technology solution from the countless solutions has been made a cake walk by CIO Applications. Our distinguished selection panel, comprising CEOs, CIOs, VCs, industry analysts and the editorial board of CIO Applications narrowed down the top 25 providers that exhibit competence in delivering contact center technology solutions.
We present to you CIO Applications’ “Top 25 Contact Center Technology Solution Providers - 2017”