Customer experience or "CX" has emerged as one of the major trends driving transformation in the business environment through recent years.

According to Gartner, by the end of 2019, 50% of all companies will have redirected investments into customer experience. As experience becomes the holy grail for companies, the old-fashioned "call centre" has evolved into a new beast.

As the ultimate touchpoint for brand and consumer interaction, the contact centre is the fuel that drives and supports your customer relationships. Without an effective contact centre, the entire consumer strategy crumbles. However, delivering excellent client experience isn't just about supporting better IVRs and call queues anymore. Today's contact centres need to be prepared to assist people on any channel, from video, to instant messaging and beyond.

Beyond the Call: The Evolving Contact Centre

Responding to evolving customer demands in the age of a digitally-empowered marketplace means exploring endless new opportunities. The contact centre is developing from virtually every angle, exploring new concepts like artificial intelligence and virtual assistants to drive quicker customer resolutions. On top of that, increasing numbers of businesses are moving towards the "omnichannel" approach, so that they can serve customers on the channel of their choosing.

With all this new technology to consider, there's still the consistent demands of compliance and regulation to consider too. How can calls be managed and recorded in the age of GDPR? Where is customer data stored, and how can it be used to extract valuable insights?

Aeriandi www.aeriandi.com
Altitude Software www.altitude.com
Amazon Web Services aws.amazon.com
AMC www.amctechnology.com
Antheus Telecom antheus.co.uk
Arkadin www.arkadin.com
Aspect www.aspect.com
AuditWise www.auditwise.com
Bright Pattern www.brightpattern.com
Brightlink www.brightlink.com
CafeX www.cafex.com
Calabrio www.calabrio.com
CallMiner www.callminer.com
Chatbase www.chatbase.com
Chrysalis Software www.chrysalis.net
Cirrus Response www.cirrusresponse.com
Clarabridge www.clarabridge.com
ComputerTel www.computertel.co.uk
Content Guru www.contentguru.com
CWS Worldwide Services www.cloudworldwideservices.com
Diabolocom www.diabolocom.com
Dialer360 www.dialer360.com
Dialpad  www.dialpad.com
Dubber www.dubber.net
dvsAnalytics www.dvsanalytics.com
eGain www.egain.com
EvaluAgent www.evaluagent.com
Five9 www.five9.com
Fonolo www.fonolo.com
Fuze www.fuze.com
Genesys www.genesys.com
Gridspace www.gridspace.com
IFS www.ifsworld.com
Injixo www.injixo.com
IPCortex www.ipcortex.co.uk
Monet Software monetsoftware.com
NEC Enterprise www.nec-enterprise.com
Netcall Telecom www.netcall.com
NICE www.nice.com
Nobel Systems www.noblesystems.com
Nuance www.nuance.com
Omilia www.omilia.com
OpenText www.opentext.com
OPEX Hosting www.opexhosting.co.uk
Oracle www.oracle.com
Prosum www.prosum.com.au
Puzzel www.puzzel.com
Retell www.retell.co.uk
Retell Recorders www.retell.co.uk
Ribbon Communications www.ribboncommunications.com
Richochet360 www.speedtocontact.com
Sabio sabiogroup.com
SecureLogix www.securelogix.com
Sentel www.sentel.co.uk
Serenova www.serenova.com
Sharpen sharpencx.com
SmartAction www.smartaction.ai
Sytel www.sytel.com
Talkdesk  www.talkdesk.com
Teletech www.ttec.com
Tenfold www.tenfold.com
Tethr www.tethr.com
Tiger Communications www.tigercomms.com
TIM Plus www.tri-line.com
Tollring www.tollring.com
TRUSTID www.trustid.com
Twilio www.twilio.com
UJET www.getujet.com
Unify www.unify.com
Verba www.verba.com
Verint www.verint.com
Vidicode www.vidicode.com
VoiceBase www.voicebase.com
VoiceHost www.voicehost.co.uk
Voicesense www.voicesense.com
Xarios www.xarios.com
Yodel Voice www.yodelvoice.com
Zadarma zadarma.com