| | October 20156CIOReviewCopyright © 2015 CIOReview. 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.CIOReviewOCTOBER 12 - 2015Mailing AddressCIOReview44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538T:510.402.1463, F:510-894-8405 October 12 - 2015, Volume 04 SE-79 Published by CIOReview To subscribe to CIOReviewVisit www.cioreview.com Managing EditorJeevan GeorgeEditorial StaffSalesAaron Pierce Joshua Parker Ignatius Arun Alex D'SouzaShashikanth PeetlaSonia SacharT:510.565.7627 VisualizersStephen ThomasDarshan U.D.Contact Center SpecialCIOReviewLeena Josephleena@cioreview.comCaroline D'Souza caroline@cioreview.comSebastian Jacob sebastian@cioreview.comA happy customer is a loyal customer'--today this very business notion provokes an increasing demand on call center agents to provide unparallel customer experience across all channels. In order to keep up with the whirlwind of changes taking place in the digital landscape, contact centers are extending beyond phone communications and embracing multi channel solutions like the social media, live chat and surveys. The conventional contact center model is undergoing a gamut of enhancements--encompassing cloud based software, gamification, Business Process Optimization and real time reports.In this phase of technology evolution, cloud based solutions stand as a clear winner. According to reports, the cloud-based contact center market is expected to grow from $4.15 billion in 2015 to $10.9 billion in 2019. As legacy systems mire under the need for large amounts of hardware and a sizeable IT team, cloud-based contact centers speeds time-to-market and eliminate infrastructure problems.Also, not to forget the explosive popularity of mobile devices, organizations now are accruing high return on investment from expanding the contact center access to mobile devices. As sophisticated mobile apps along with the performance of next-generation networks proliferate the contact center market, customers are experiencing new heights of seamless communication. Apart from mobile and cloud, big data analytics also remain as an invaluable resource in call center analytics to create a more personalized customer experience.By leveraging a rich array of contextual customer information combined with exciting technological developments, the contact centers are going to elevate customer experience in ways that was previously imaginable. With a horde of companies providing contact center technology solutions in the market, CIOReview bring to you the 20 most promising contact center technology solution providers. We are also featuring insights and opinions from CIOs of top companies in the U.S. We hope this edition will simplify your choice when evaluating the contact center solutions in the market.Jeevan GeorgeManaging Editoreditor@cioreview.comHeralding Contact Centers of the FutureEditorial
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