Twilio [NYSE:TWLO]: The New Code for Contact Centers

Top 10 Contact Center Technology Solution Companies - 2019

Today, digitalization is changing the way how contact centers operate, dramatically impacting the customer service experience. More than just a buzzword or an idea to ponder in the coming years, digital transformation has now become an essential facet for companies to stay competitive and meet customer expectations. As a result, traditional call centers are turning into multi-channel contact centers, and these channels are being integrated with customer relationship management (CRM), workforce management, analytics, and other solutions to deliver the seamless service. A cloud-based system that combines unified communication and collaboration tools is the clear way to move away from legacy, on-premise systems. Through digital transformation, tremendous strides are being made currently to achieve a complete view of the customer experience across all channels, resolve issues quickly, and identify opportunities more effectively.

That said, the transition from single-channel call center to an omnichannel contact center that supports personalized customer experiences cannot be understated. In the coming year, there will be more solutions and strategies that will help businesses as they move toward offering a higher level of customer service. Keeping this in mind, a distinguished panel comprising CIOs, CEOs, CTOs, analysts and APAC CIO Outlook’s editorial board, has reviewed companies that provide best-in-class contact center technology solutions and strive to improve customer experience.

In this edition of APAC CIO Outlook, we present to you the “Top 10 Contact Center Technology Solution Providers – 2019.”

TOP VENDORS

Top Contact Center Technology Solution Companies

Ezvoicetek

Empowers customers with an affordable, high-performance, and full-featured contact center solution

ezvoicetek.com
livepro

Offers an easy to use and easy to manage purpose-built CX Knowledge Management system to deliver answers through the channel of customers’ choice

livepro.com
PT Jasnita Telekomindo, Tbk [IDX:JAST]

Provides best-in-service end-to-end contact center solutions

jasnita.com
SimpleCRM

Renders a comprehensive, highly scalable, and completely flexible CRM solution built on an open source platform

simplecrm.com.sg
Twilio [NYSE:TWLO]

Offers a unique cloud communications platform that enables developers to build voice, VoIP, messaging, and SMS applications via a web API

twilio.com
ZeeVaa Communications

Provides comprehensive services that solve the diverse problems of contact centers

zeevaa.com
Aspect Software

Established in 1973, the US-based Aspect helps enterprises break down the walls between people, processes, systems and data sources. Its cloud customer engagement platforms provide contact center interaction management, self-service/IVR capabilities, and workforce optimization thereby creating a genuinely frictionless omnichannel customer experience. With its global cloud infrastructure and 40+ years of industry expertise, Aspect solutions help enterprises quickly and easily connect questions to answers, keeping service levels high and operational costs contained. Besides, the company offers Aspect Active Learning, a subscription service that provides access to various educational classes and resources, such as, class schedules, transcripts, surveys, and course catalog
Freshworks

Freshworks provides SaaS customer engagement solutions to support, sales, and marketing experts to communicate effectively and delight both customers and employees. The company's suite of products includes - Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer. Established in October 2010, Freshworks is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its headquarters in San Mateo, California, with global offices in India, UK, Australia, and Germany. Over 150,000 businesses widely use its cloud-based offering which includes the top-notch brands like NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco
Genesys

Genesys powers more than 25 billion of the world’s best customer experiences each year. The company’s success stems from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust Genesys’ #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, Genesys builds solutions that mirror natural communication and work the way its clients think. The company’s industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on premise and in the cloud, delivering fluid, instinctive, and profoundly empowering communication experience
Lithium

Born from a gaming history and consumer DNA, Lithium has built social communities for over a decade. The company helps the most iconic brands in the world build trust and reinvent their relationships with customers. Lithium takes great pride and remains passionate in developing products centered on customer success, and delivers optimal digital customer experiences at scale for the world’s biggest brands. The Lithium engagement platform enables brands to manage multiple digital touchpoints, facilitate millions of conversations, and drive smarter decisions through data—connecting customers, content, and conversations at the right digital moment