According to report by Grand View Search.
For the uninitiated, a Cloud contact center is a comprehensive suite of tools and applications that works as a centralized hub, operates over the Internet and enables virtual or remote contact center agents to manage all inbound and outbound customer interactions across different channels such as calls, Web, email, chat, social media platforms (Facebook, Instagram, Twitter, Youtube), voice calls, SMS and other messaging platforms, such as WhatsApp.
Call center and contact centers both provide customer service and outreach, but they differ in the communication channels they use. Call centers use one channel – the phone – while contact centers use multiple channels including voice, web, video, and WhatsApp/or chat, among others. While a Virtual Agentalso known as VATvirtual representative or chatbot, is a software application that uses natural language processing and canned responses to help humans online.
The growth of the market can be attributed to the increasing adoption of virtual and cloud-based contact center solutions to ensure better business continuity.
To make it easier for you, we’ve compiled a list of seven companies/start-ups with contact center software solutions that we can vouch for.
Since 2008, NovelVox has been contributing to the contact center industry, offering various tools to integrate the basic applications of any industry. NovelVox offers AI-powered virtual assistants/agents that automate contact center conversations, including automating basic repeat queries across all channels.
Designer Studio is one of the flagship products of the company and it was the very first Agent Desktop Designer Studio in India with a drag and drop designer in a low code template. Knowing the pulse of the industry, the company continues to introduce innovative software solutions to better respond to current trends and challenges. NovelVox announced CXInfinity in 2020, an omnichannel messaging and conversational AI platform suitable for all major industries that uses AI and use cases to best advise users.
The leading provider of cloud telephony solutions in the country, Knowlarity is very popular among SMEs, startups as well as large enterprises. It allows businesses to streamline their communication and related processes while storing all data securely in the cloud. By adopting their cloud telephony solution, your business can instantly transform into an intelligent virtual calling platform with robust technology support. Accessing data stored in the cloud is super easy, as is maintaining it.
The software also gives better insight into callers’ performance and monitors their level of productivity. The company claims to improve employee productivity levels by more than 25%.
Rezo.ai is an AI-powered contact center that enables businesses to improve customer experience and increase revenue by automating and analyzing customer agent interactions across multiple channels, including voice, email, chat/Whatsapp and social media at the scale required, while training agents with minimal costs.
Rezo.ai leverages NLU and ML algorithms to improve customer experience and reduce costs by automating and analyzing customer-agent conversations across multiple channels while framing them.
The company was founded by an IITian couple – Rashi Gupta (co-founder and Chief Data Scientist) and Manish Gupta (co-founder and CEO) in 2017.
This India-based company started operations in 2015 and has become popular for its cost-effective contact center solutions. The company offers a wide range of innovative solutions based on VoIP and ensures an excellent return on the technological investments of its partners. Their products are user-friendly and easy to integrate. The company pays close attention to the UI/UX and overall aesthetic design of its products to ensure the ease of use of the products. One of their products called HoduCC has also won accolades for the company for its fantastic performance and results.
Call Hippo is a cloud-based voice over IP (VoIP) service provider that integrates cloud computing with telephony. Call Hippo provides local support numbers in over 50 countries to startups and businesses around the world. A company can set up a contact center in minutes thanks to its simple interface and robust backend architecture.
DialPad, which has an office and a team in India, offers virtual and cloud contact center solutions. AI-powered DialPad integrates voice recognition and natural language processing. Dialpad was named a G2 Leader in eight categories including UCaaS, VoIP, CCaaS and Conferencing.
DialPad recently acquired Kare Knowledgeware and Koopid allowing it to merge their functionality, including – self-service, automated engagement and augmented agent tools (from Kare); and full omnichannel support, including chat, messaging, self-service and social media (from Koopid), to Dialpad Contact Center.
Vonage’s AI-powered contact center solution automates as much administration as possible. So what helps your employees focus on delivering a personalized and engaging sales pitch also breaks down organizational silos. It has a feature that allows click to dial or auto dial in your CRM like Salesforce.
Voice, digital, video and more – all channels are included in Vonage Contact Center, so when call volume slows, agents can manage email and text – and vice versa – to boost productivity and ‘efficiency.
Vonage Contact Center’s AI-based voice recognition and analysis technology makes voice recordings the ideal source for training machine learning models, replaces IVR with virtual agents, and helps live agents find answers faster.