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Top 10 Contact Center Solution Companies - 2021

Businesses and enterprises across Europe are turning to contact center-as-a-service (CCaaS) providers to navigate the dramatic consumer purchasing and communication trends induced by the COVID-19 pandemic. Companies are now expected to deliver personalized customer services via various channels, giving rise to the massive popularity of omni-channel marketing. Considering that CCaaS is easy to deploy, integrates with existing systems, and offers high standards of scalability and flexibility, businesses are shifting their focus towards investing in contact center solutions. In addition, CCaaS solutions providers offer brands comprehensive suits of workforce management facilities that empower managers and supervisors to oversee their teams in real-time, gain insights about their performances, and automate coaching and scoring systems.

As cloud-based contact center solutions enabled several businesses in Europe to efficiently manage their remote workforces during the lockdowns, it is evident that the prevalence of CCaaS is only going to rise. 48 percent of European SMEs are already using cloud-based solutions and are expected to jettison legacy systems and migrate to cloud-based contact center solutions.

To help organizations and leaders select the best vendors, CIOReview Europe’s editorial board has reviewed and shortlisted a handful of contact center solution providers that are empowering Europe’s business community to leverage CCaaS tools and execute their digital transformation strategies efficiently. These vendors are industry experts who bring long-standing experience to the table and help their clients adapt quickly to the latest demands of various sectors.

We present to you CIOReview Europe’s “Top 10 Contact Center Solution Providers- 2021.”

    Top Contact Center Solution Companies

    Collab
    Collab is a European Multimedia Contact Centre company with a strong heritage of innovation, and it has been providing award-winning platforms to businesses of all sizes around the world for 10+ years. Its portfolio includes Nubitalk Cloud, OneContact CC, OneContact WFO and OneContact Gamification and Artificial Intelligence-powered modules. Founded by a team with solid experience in the contact centre business, Collab anticipated a technological revolution that disrupted the contact centre industry: 100% SIP-based, without any PBX, for large-scale organisations. Collab solution is cloud-based and supported by Microsoft Azure, allowing greater flexibility and easy deployment. Additionally, on-premises solutions are also available.
    GoContact
    GoContact provides flexibility and innovation to large-scale contact centers without any costly and lengthy IT Implementations. The company’s CCaaS offers 99.999 percent redundancy and is fully scalable. With GoContact, clients can easily manage all their customer interactions including voice (inbound and outbound), Voice, Tickets, Mail, Chat, SMS and Social Media, using a single interface. Some of the prime features of the company’s solution including a smart scripting drag and drop tool for any voice, tickets and webchat, empower the operational team dispensing the need for programming skills. Similarly, the company’s customized GoAnalytics dashboards, wallboards and real-time data APIs enable clients to choose from the vast pool of data for analysis.
    Texas Digital Systems Europe
    A visual management solution provider that offers companies applications that enhance contact center sales and support services. Texas Digital’s solutions allow for communication not only between agents and end-consumers but also enterprises to deliver critical messages of encouragement to its sales and support teams. As the competition is rife on a contact center operational work floor, the software empowers agents to challenge each other in growing in their careers through a motivated path. After establishing a strong foothold in the IT Service Desk area, Texas Digital expanded its services and solutions to cater to a wider client base in the network operating and contact center space.
    ASC Technologies
    ASC Technologies is a worldwide leading software provider for multi-channel recording, quality management, and analytics, addressing all enterprises with recording needs, especially contact centers, financial institutions, and public safety organizations. ASC records, analyze, and evaluates interactions across media, either as an on-premise or cloud solution. Headquartered in Germany and with subsidiaries in the United Kingdom, France, Spain, Switzerland, the United States, Brazil, Japan, Singapore, Hong Kong, Dubai, and a worldwide service network, ASC is a powerful global player in its industry.
    Bucher + Suter
    Bucher + Suter offers its flagship product line, CRM, and enterprise application connectors. It offers CRM integrations between Cisco and Salesforce, SAP, Microsoft Dynamics, Oracle, ServiceNow, and many more. The company recognizes the importance of going above and beyond for the customers. With offices in Switzerland, Germany, and the USA, the company has an international presence. More than 400 customers in over 60 countries around the world appreciate its services. Currently, around 130,000 contact center agents are working with our smart Cisco Contact Center solutions.
    ICR Evolution
    ICR Evolution helps businesses connect with their customers in an agile, simple, efficient, and productive manner. Its software Evolution allows companies to be where their customers are, at the right time and in the most natural way. Answer calls, emails, chats, and social media messages from the same platform to offer a 100% omnichannel customer service experience. ICR is a flexible and dynamic work team with a successful journey in the customer experience sector.
    Mediatel Data
    Established in 1996, Mediatel Data Company has stood out over time as a pioneer of technology innovations in the Call and Contact center industry in Europe and the USA, ASIA, or South America. Having as the paramount value Customer satisfaction, the company responds to the challenges launched by them, developing solutions that respond to their business and technological needs regardless of the domain of activity in which they operate. During this time, the company has developed a suite of applications interconnected with the telephony platform, such as the management and administration of non-vocal interactions – ticketing platform, workforce management, video inspector app, etc.
    NFON
    Founded in Munich in 2007, NFON has developed rapidly. Today, NFON is the only pan-European provider of cloud-based telephone systems and is active in 15 countries. With over 50,000 customers, over 500,000 so-called customer extensions, and more than 2,700 partners. In its knowledge base, businesses find explanations and detailed descriptions of the technologies playing an important role in cloud telephony - easy to understand in simple terms.
    Sabio
    Sabio brings together expertise in cloud migration, cutting-edge CX technologies, and powerful customer insight to deliver exceptional end-to-end customer experiences. Sabio provides the expertise and solutions businesses need to respond to the ever-changing needs of customers. Then with its analytics and insight, the company helps its clients improve visibility, responsiveness, and control across all your customer-interaction channels. Sabio Group, which includes Sabio, fonetic, makepositive, Anana, Coverage Group, DVELP, Team vision, flexAnswer, Callware, Bright, and DatapointEurope, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences.
    telegra
    telegra provides innovative solutions that improve customer service on the phone. The company offers a comprehensive range of solutions for everything to do with telephone customer contact. From the intelligent phone number to the integration of MS Teams to multichannel call center software: telegra is a supplier for innovative customer dialogue systems. The company’s Cloud ACD can be easily integrated into Salesforce, Freshdesk, or Zendesk using a plug-in.

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