The contact center and customer experience landscape is an exciting place to be. With the dawn of cloud communications and virtual agents along with social media coming into prominence, 2019 is shaping up to be the year of strategic thinking. Evidently, relevant data, better analytics, social media conversations and artificial intelligence are on the rise. With digital transformation climbing up the corporate agenda, traditional call centers are evolving as multi-channel contact centers. While businesses are turning to the latest technologies to improve customer experience, CIOs need to have a keen eye for identifying what best fits their needs, and use it as an assistive tool first to reduce risk.
Understanding these changing times, CIO Applications Europe has compiled a list of top 10 contact center consulting/services companies in Europe to guide firms in harnessing the power of technology. In the wake of these technology transitions, we are glad to enlist Spearline on our annual list of contact center consulting/services companies. Spearline’s comprehensive testing platform strengthened by a mobile-first approach and accelerated SIP migration capabilities allow companies to stay informed of any poor network connectivity and resolve them by utilising the appropriate tools. On the other hand, WEBTEXT offers cloud messaging through its CX Hub cloud platform. The platform is specifically designed by collaborating CRM and contact center to provide seamless communication between agents and customers with the aid of AI, journey analytics and data. For areaVoIP, however, the trick lies in its virtual switchboards offered via Asterisk telephone systems. The company implements FreePBX and Elastix /Issabel packages in order to guarantee flexibility to its clients.
With several innovative technological capabilities and success stories up their sleeves, these consulting/services companies are constantly proving their mettle in the contact center industry.
We present to you CIO Applications Europe’s “Top 10 Contact Center Consulting/Services Companies - 2019.”