Responding to calls, following up through emails or chat, and resolving issues quick on the trigger—customer engagement can be an arduous task. While businesses are faced with the urge to establish long-term relationships with their customers, the necessity for connecting with them on a more personal level is becoming unavoidable. Evidently, the modern-day contact center, as we know it, has become the focal point for competitive advantage and differentiation. Having evolved from a mere cost center to a medium of delivering exceptional CX and engagement, the realm of contact center is in an exciting phase. With the mainstreaming of AI, technologies in the contact centers have finally caught up to the lofty ambitions of delivering a seamless, proactive, intuitive and highly personalised real-time experience to customers.
Understanding these changing times, CIO Applications Europe has compiled a list of Top 10 Contact Center Solution Providers in Europe to guide enterprises in harnessing the power of technology. In the wake of this transitory phase, we are glad to feature Spain-based Numintec on our annual list of contact center solution providers. Numintec offers SaaS-based solutions for businesses requiring omnichannel communication environments.
The list comprises masvoz, a company that leverages artificial intelligence in its telephony solution in order to decipher the demands of customers depending on the previous interactions with the contact center professionals. On the other hand, Avaya’s team collaboration helps users create virtual war rooms, bringing people and content together, across the globe. For Genesys, however, the USP lies in its cloud-based contact center solution, which facilitates a personalized customer-agent conversation, with the aid of the right tools for quick resolution.
With several innovative technological capabilities and success stories up their sleeves, these solution providers are constantly proving their mettle in the contact center industry.
We present to you CIO Applications Europe’s “Top 10 Contact Center Solution Providers in Europe - 2019.”
