| | December 20146CIOReviewCopyright © 2014 CIOReview, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewDECEMBER 15 - 2014CIOReview's circulation is audited and certified by BPA International (Audit Pending). Mailing AddressCIOReview44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538T:510.402.1463, F:510-894-8405 December 15 - 2014, volume SE 30 Published by CIOReview To subscribe to CIOReviewVisit www.cioreview.com Editor-in-Chief Pradeep ShankarEditorial StaffSalesT:510. 565. 7627VisualizersSukirti AgnihotriStephen ThomasCONTACT CENTER TECHNOLOGY SPECIALCIOReviewAlex D'souzaJem Elizabeth Matthew JacobCaroline D' souzacaroline@cioreview.com Leena Josephleena@cioreview.comSebastian Jacobsebastian@cioreview.com Ankit TripathiJoshua ParkerSonia SacharCustomer Service has always been the competitive battleground for businesses. The contact center industry is under a lot of pressure to align its practices in tune with new customer service expectations and demands. That's why all contact centers are always on the lookout for new methods to create a more effective customer experience strategy. Contact centers are leveraging new technologies and channels to boost their game. The rapidly evolving IT landscape is enabling decision-makers to pursue new strategies and solutions that can aid in their contact center's quest to optimize client experience and improve the efficiency of representatives. Today, the developing mobile environment is allowing consumers to use unique applications. This would only mean that we're going to see a significant expansion of mobile-based customer service applications. Mobile-enabled web chat and other services will soon bypass IVR solutions and allow next-generation customers to get access to relevant information or connect with agents without spending too much time navigating complex and outdated self-service portals. Companies are also increasingly realizing that smartphones offer a simple and readily available tool for customers to send videos or images of product issues directly to service representatives, facilitating quick and efficient call resolutions. Contact centers around the world are gathering and analyzing more information than ever before. By analyzing this data organizations can learn how their customers think and build an intuitive and integrated experience around those expectations thereby improving their reputations. As customer outreach to companies continue to expand across social, text and other non-traditional channels, several organizations will focus on omni-channel analytics as well. While contact centers embrace mobile and big data analytics, they are also increasingly becoming more open to cloud as it provides them added agility, more efficient call routing and a host of other benefits. In this edition, we feature 20 most promising contact center technology solution providers. Each of these companies strives to deliver unique solutions and excellent customer care. Hope this will help you in formalizing strategies for your organization. The contact center industry is constantly evolving, and 2015 will be no different. If you want to succeed, you not only have to constantly stay up to date, but you also need to be ahead of the curve and anticipate future trends and innovations. Pradeep ShankarEditor-in-Chiefeditor@cioreview.comEditorialStay on Top of the Game
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