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    • Top Contact Center Consulting/Service Companies
    Radiant communication: Reimagining Contact Centers

    Top 10 Contact Center Consulting/Service Companies - 2020

    Today, enterprises are at a position where call center services, technologies, practices and operations are becoming more instrumental than ever in determining the success of a business. As customer engagement becomes a critical factor that can make or break a business, enterprises are driving toward perfecting their customer care services. Unlike before, customer service is no longer limited to the customary voice call system. With customers becoming more tech savvy and their expectations on engagements increasing, they expect a seamless experience across multiple channels, which include chat, email, video and even social media. Businesses are adopting a holistic approach in customer engagement to offer personalized services to their end users and deliver a proactive service experience.

    Identifying the changing demands of the customers, contact services are changing their goals and purposes. They are embracing technological advancements such as artificial intelligence, robotic process automation and more to deliver top-notch customer experience and achieve customer loyalty and retention. As AI gains traction, contact centers now have the option to examine the needs of customers across multiple channels and suggest the most fitting responses to agents accordingly. The proliferation of digital transformation and automation into contact center operations has enabled service providers to leverage remote agents and chatbots to manage customers more efficiently.

    Traditional call center vendors are integrating with different tools and solutions and leveraging cognitive capabilities such as machine learning to enhance its effectiveness and efficiency. They are evolving to become mediums that deliver exceptional customer experience and engagement unlike the earlier phase of being cost centers.

    On the other hand, advanced contact center analytics is proving to be instrumental in the current contact center ecosystem. Call centers are becoming increasingly reliant on robust analytics tools to identify the patterns in data and shape their business goals around them. By integrating analytics with contact center systems, organizations can now capture and analyze data via numerous channels. Another new concept that is advancing rapidly is recall technology. This technology is being implemented in contact centers to filter messages without interrupting the flow of conversations and provide high-quality experiences to customers.

    Understanding the changing times, this edition of APAC CIOoutlook features a list of the Top 10 Contact Center Consulting/Service Companies 2020 to guide enterprises in partnering with the right contact center vendor. These enterprises have demonstrated their ability to provide world-class customer services by combining it with innovative technologies.

    We present to you APAC CIOoutlook’s “Top 10 Contact Center Consulting/ Service Companies - 2020.”

    Top Contact Center Consulting/Service Companies

    Nominate a Company

    Usually, the qualified subscribers of our magazine nominate companies with whom they have collaborated and experienced exceptional results to be in this list. Did a company you recently worked with give you stellar results and ROI? Did it turn out to be one you would wholeheartedly recommend to peers? Or do you know of such an outstanding company through your network? Please fill in the details below and nominate them to be featured here.

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      Top Contact Center Consulting/Service Companies

    • Call Design

      Call Design

      A reputed name in the contact center industry, Call Design offers solutions, services, and consultancy. Started in 1999, the company has been empowering its clients by providing tailor-made solutions for improving contact center performance and delivering unmatched customer services. With both on-premise and cloud-backed solutions, Call Design helps automate contact centers and boost efficiency. The highly experienced team of consultants from the company assists contact centers with reviewing, recommending, and implementing suitable solutions. Besides, Call Design also provides staff training in the latest technologies, ensuring that contact center employees upgrade their skills

      www.calldesign.com.au

    • imei

      imei

      imei, based in Australia, is a communication technology company offering solutions and services in the field of unified communications and managed mobility. With a technology-first approach, the company is helping enterprises achieve intelligent connectivity. For contact centers, the imei solutions are highly relevant in terms of increasing the effectiveness of network infrastructure and device management. From provision to staging to helpdesk, imei solutions empower contact centers to maintain end-to-end capabilities through their end-user-focused approach. Security and confidentiality are also significant aspects of the unified communication solutions from imei

      www.imei.com.au

    • Radiant Communication

      Radiant Communication

      Radiant Communication is a Malaysian-company specializing in omnichannel contact center solution, software development, and system integration. RADIANT brings in the best in the computing and telephony domain, along with professional assistance. In doing so, the company is laser-focused on enabling an integrated business environment for customer engagement and employee collaboration. RADIANT has grown by leaps and bounds to emerge as a specialist in providing omnichannel contact center solutions, voice and data infrastructure, software development, and system integration. On a mission to be the preferred technology partner in creating the competitive advantages and improving the business processes, RADIANT is committed to empowering its clients with the contact center implementation amidst this evolution

      www.radiantcomm.com

    • COPC

      COPC

      COPC Inc. is a leading company in the customer experience segment. It offers consulting, training, and certification services, enabling its clients to enhance the customer experience. As a contact center expert, COPC offers a set of performance management systems for handling call center operations among a host of other processes. Today, the channels of interaction with customers have increased. In such a scenario, COPC Inc. is helping contact centers to evolve and amass the diverse customer touchpoints that are relevant today. The RevealCX software that the company offers provides monitoring and business intelligence, enabling contact centers to assess, plan, and implement a seamless service journey for customers

    • Fixtel

      Fixtel

      Fixtel is Australia's pioneering Telecommunications company offering a wide range of telco services. The company partners with Australian call centers to provide tailored phone system solutions designed to maximize call center efficiency. Fixtel can find the best fit and functionality telephone system for any business. Fixtel partners with the world leaders in telecommunications and the leading call center phone system provider – Avaya. The company offers leading global telecommunications systems, finance and budget options, network security backup, managed IT services, and more. Fixtel team designs a complete telecommunication system to fit all levels of the business, regardless of the business size

    • Inspiro

      Inspiro

      As a pioneer in global customer experience management, Inspiro blends tech-savvy and people-centric approaches to delivers multilingual, omnichannel solutions, producing remarkable customer experiences. Inspiro's contact center solutions enable agents with data-driven analytics and customer insights that make engagements truly powerful and personal. The company aims to improve client relationships by treating every customer like royalty and maximize shareholder value by delivering continuous and profitable growth. Inspiro retains its most valuable asset – its people, by enriching their lives through unparalleled opportunities

    • redCONTACT

      redCONTACT

      redCONTACT is the market leader in cost-saving communications services. The company believes in fair policy & transparency-based employment, integrity-based business, and delightful customer experience. redCONTACT's vision is to be the first choice of BPO (Business Process Outsourcing) and make savings for its clients and create substantial job opportunities. The company has embarked on a journey of experience searching, and formula tested components to establish a BPO subsidiary that delivers the lowest pricing, custom-built technology, custom-made operations, and unmatched customer experience. redCONTACT desires to be the preference of many companies who want transparency and the highest level of integrity in reaching their customers

    • Selindo Alpha

      Selindo Alpha

      Established in 1983, Selindo Alpha is a leading name for telecommunication services in the Asia-Pacific region. As a system integrator, the company offers services and solutions across diverse fields, including customer experience. The contact center solutions from Selindo Alpha are focused on delivering customer satisfaction and loyalty through its multi-touchpoint approach that covers social media, text messages, web chats, and mobile apps. While helping enable companies to maintain 360-degree views of customers, Selindo also ensures that call centers to well-equipped to deliver personalized engagement experiences

    • Terrabit

      Terrabit

      Terrabit harnesses industry knowledge, best practices, and advanced technology to put a business's vital goals at the forefront and match them with the most suitable solution. Terrabit's contact center agents' outsourcing service provides companies with a specialized and professional workforce located at their premises, ensuring that customer service is handled smoothly and professionally. It is designed to help businesses to choose from shared resources while managing costs better and improving customer experience. The company enables businesses to scale their customer service as needed, eliminate the associated costs of staffing and training in-house, and maintain the optimal level of service that keeps customers happy

    • Uplinx Advanced Services

      Uplinx Advanced Services

      Trusted systems integrator, Uplinx Advanced Services, offers consulting services and systems, network integration, and support and maintenance services to the Australian marketplace. The company implements its expertise in contact center, security, IP telephony and technologies, and its unmatched skills in consulting, integration, and managed services to create personalized client solutions. Uplinx Advanced Services assists businesses in meeting the needs of their customers by transforming and extending their contact center platform. Uplinx Advanced Services specialists understand the importance of the client experience and can design and implement flexible, scalable, and modular omnichannel contact center solutions as required

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