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  • Top 10 Contact Center Consulting/Services Companies - 2019

    The contact center and customer experience landscape is an exciting place to be. With the dawn of cloud communications and virtual agents along with social media coming into prominence, 2019 is shaping up to be the year of strategic thinking. Evidently, relevant data, better analytics, social media conversations and artificial intelligence are on the rise. With digital transformation climbing up the corporate agenda, traditional call centers are evolving as multi-channel contact centers. While businesses are turning to the latest technologies to improve customer experience, CIOs need to have a keen eye for identifying what best fits their needs, and use it as an assistive tool first to reduce risk.

    Understanding these changing times, CIO Applications Europe has compiled a list of top 10 contact center consulting/services companies in Europe to guide firms in harnessing the power of technology. In the wake of these technology transitions, we are glad to enlist Spearline on our annual list of contact center consulting/services companies. Spearline’s comprehensive testing platform strengthened by a mobile-first approach and accelerated SIP migration capabilities allow companies to stay informed of any poor network connectivity and resolve them by utilising the appropriate tools. On the other hand, WEBTEXT offers cloud messaging through its CX Hub cloud platform. The platform is specifically designed by collaborating CRM and contact center to provide seamless communication between agents and customers with the aid of AI, journey analytics and data. For areaVoIP, however, the trick lies in its virtual switchboards offered via Asterisk telephone systems. The company implements FreePBX and Elastix /Issabel packages in order to guarantee flexibility to its clients.

    With several innovative technological capabilities and success stories up their sleeves, these consulting/services companies are constantly proving their mettle in the contact center industry.

    We present to you CIO Applications Europe’s “Top 10 Contact Center Consulting/Services Companies - 2019.”

    Top Contact Center Consulting Companies

    Spearline
    Spearline offers a testing platform that not only enables companies to be aware of the network issues that customers face but provides the tools necessary to resolve them proactively. With millions of tests conducted and billions of data points collected, covering all corners of the global telecommunications network, Spearline has unparalleled insight into carrier performance across the world. These insights bring great benefits to our clients. Spearline’s unique platform supports inbound services commonly used by contact centers and also outbound call delivery or dial-out—which is seeing growth with virtual hold/queuing technology
    ACR Solutions
    Founded in 2012, and headquartered in Misterbianco, Sicilia, ACR Solutions is a software development and IT consulting company. The company develops software (client and server) and intricate web application for professional uses. The company develops different languages and platform to deal with the complexity of some projects and create all the hardware infrastructure wherever necessary. The main languages that it supports are CSS3, HTML5, JQUERY, WEBRTC, ECMASCRIPT, SQL SERVER, Asp.net, and SIGNALR. It also develops hardware and software solutions for corporate voip communication. Its flagship product, CRM4Solution, is a complete CRM which operates in the cloud and is capable of handling all phases of outbound telephone negotiations. It is specifically designed to fulfil the needs of medium and large call centres that can control and monitor salespeople’s results by mapping their visits
    AreaVoip
    Founded in 2013 and headquartered in Sant Cugat del Vallès, Barcelona, AreaVoip is a Spanish capital engineering company. The company provide solutions and services for the enterprises in voip area, i.e., in the field of voice and data telecommunications. The speciality of the company is open communication solutions such as Asterisk. Asterisk services include maintenance and application development. The company’s solutions and services portfolio involve IP PBX systems based on Asterisk and Cisco, call centre atomization systems and IP communications infrastructures. These solutions guarantee the maximum scalability, flexibility, and cost efficiencies to organizations
    Bucher + Suter
    Founded in 1981, Bucher+Suter is a worldwide provider of contact centre solution and services. The company’s corporate offices are located in Switzerland, Germany, and the USA. Headquartered in Worblaufen, Bern, Bucher+Suter is a preferred solution partner and advanced technology partner. The company connects Cisco Contact Centre CCE and CCX, and Unified Communications with CRM systems like Oracle Service Cloud, Microsoft Dynamics, Oracle Siebel, SAP, Salesforce, and ServiceNow. The products of the company fuse CTI and CRM functionality into a flawlessly seamless user experience so that enterprises can focus on vital things like building the kind of high-touch, convenient customer journeys that develop loyalty and ensure sales
    itk communications
    As a developed cloud contact center solution, the ITK Voice Solution is an entirely virtual telephone system for business customers. The contact center provides rule-based call/media distribution for the client’s optimal customer service through innovative ACD technologies. With call routing and resource selection features, the contact center also allows for perfect call processing and is personalized for the user. The operating and integration options extend the customer dialogue, and every customer is individually processed. The provision of all the relevant background data on interlocutors and the use of efficient contact media minimize expenses
    NOVA IT
    NOVA IT specialists have wide-ranging experience in creating a call center from scratch. They provide professional advice not only on technological aspects of implementation but also help to settle on the organizational structure, work shifts, needs KPIs. NOVA IT’s application of a contact center allows the organization to raise the customer service to a new quality level, reduce the expenses, and automates typical cases. They provide a high-quality standard and control of customer service as a significant advantage of the company over competitors in conditions of equal price and product quality on the market
    SagitaZ
    The cloud ERP of SagitaZ can be easily adapted to any business needs because of its modular structure. Companies can integrate the modules with their current system to cover specific business needs. The company’s ERP platform becomes flexible enough for other businesses to adapt it to a significant amount of industries with different requirements. The platform helps its clients to create solutions cost-effectively and conveniently quickly. For consultancy services, SagitaZ dedicates an entire working day to its client, where they mutually study the business model of the organization and create the appropriate solution for them
    SOFTEL Communications
    SOFTEL leverages individual business skills, technology backgrounds, and areas of expertise to build an active organization that continually provides innovative and intuitive solutions for every customer. The company understands that a contact center serves as a window into a business and will often be the first place a customer looks to contact a business. SOFTEL’s expansion of contact center functionality out to the enterprise goes through unified communications applications. Some of the applications involve presence, IM, video, and collaboration software. The technologies help the subject matter experts to efficiently manage the workflow and track what most contact centers employ
    toplink
    toplink circulated the first cloud-based telephone systems as Voice over IP (VoIP) products, developed the SIP trunk (VoIP telephone connection) as an interface between ISDN PBX and Internet and launched the cloud-based conference call service in 2010. Companies can have toplink’s fair and transparent advice, personalized planning tailored for their business, IP-based phone lines, and cloud phone systems. It also has Unified Communication and Collaboration (UCC) software, Internet Access (XDSL / Ethernet) and proven security solutions as building blocks for an ideal digital work environment. Companies can count on the competent support provided by toplink through service and maintenance
    WEBTEXT
    WEBTEXT is an exclusive messaging company that is fully integrated with every Avaya and Cisco contact center platform on the market. They give their customers the option to use messaging in support of voice, enabling more customers to be handled in their preferred channel with their preferred device. The platform allows companies to provide an innovative and natural customer experience via voice calls, voice assistants and their favorite messaging channels by joining the silos of Contact Center and CRM with messaging, AI, journey analytics & data

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