Due to innovative technology, the contact center landscape is rapidly shifting. Realigning the customer service experience to cater to the demand of digital-savvy consumers has become a top priority for many businesses. Contact centers utilizing cloud communications use the right system channel to interact with customers irrespective of location and are also able to provide practice service, which enables them to effectively resolve customer queries.
Remote call center agents are a huge part of the contact center workforce and are becoming integral for organizations looking to modernize their operations. Adding multiple communication channels to their workflow enables organizations to streamline team communications and build a collaborative culture. Decreasing overheads, time zone flexibility and mobile working are few of the factors that have encouraged the growing number of remote contact center workers. And with unified cloud communications technology constantly evolving as per contact center trends, remote workers have become a permanent part of the contact center environment. Call centers are opting heavily for advanced analytics programs to build dashboards with statistics that affect their businesses. With consumer data becoming an asset, more advancement in analytics is expected.
At this juncture, there are a wide variety of solution providers entering the industry with a set of advanced contact center solution offerings. To help companies navigate through the best-of-breed contact center solution providers, CIO Applications Europe has compiled a list of ‘Top 10 Contact Center Solution Providers – 2020.’ The enlisted organizations offer a complete set of real-time collaboration services that can help contact center agents become more flexible and productive, to ultimately provide a seamless customer experience. Besides, the magazine also comprises insights from thought leaders in the sector on the industry trends, best practices, recent innovations, and their advice for the aspiring CIOs.
We present to you CIO Applications Europe, “Top 10 Contact Center Solution Providers – 2020.”