As cloud technology continues to take the world by storm, countless CX vendors are beginning to invest more into a flexible future. Many of the top contact centre offerings, as well as CRM systems, service desks, and loyalty programs, are now offered via an immersive all-in-one cloud.
Of course, there are some vendors who seem to stand on the cutting edge of the industry. These innovators are helping to drive a new generation of cloud-based customer experience transformation, with some of the most impressive tools and software on the market.
Here are some of the innovators worth watching this year.
1. NICE InContact
NICE is rapidly growing as a market leader in customer experience technology. The company believes in making every interaction count, with state-of-the-art AI built into cloud-based tools for customer service. Recently, NICE introduced the Enlighten AI system, to help companies with collecting information about customer sentiment and the buying journey.
With cloud-based contact centre tools which integrate with state-of-the-art employee performance tracking and quality management solutions, Nice is giving more companies the opportunity they need to excel in the cloud.
2. Content Guru
As a global provider of CCaaS solutions, Content Guru is no stranger to the innovation offered by a cloud ecosystem. The company was named a Challenger in the 2020 Gartner CCaaS Magic Quadrant, for its innovative ideas and focus on scalability.
The Content Guru cloud CX technology helps organizations deliver better customer service and experience through omnichannel interactions, end-to-end reporting, and intelligent integrations. The leading Cloud CX solution available from Content Guru today is the “storm” offering – a comprehensive CCaaS system with built-in tools for connecting teams.
3. Dialpad
Dialpad is one of the market leaders bringing UCaaS and CCaaS together for a more effective cloud-based environment for hybrid teams. Over the last couple of years, Dialpad has focused heavily on innovation to support business leaders of all sizes in their digital transformation.
Companies can access comprehensive multi-cloud CCaaS solutions from Dialpad, and the technology has only grown more compelling since the company’s acquisition of Highfive. No matter whether you’re offering chat-based service for your customers, or a convenient self-service strategy enhanced with AI, Dialpad can give you access to the technology you need.
4. Akixi
If you want to generate excellent CX results in a cloud environment, you need to be prepared to guide and support your team members wherever they are. For years, Akixi has focused on giving business leaders better insights into the performance of their teams, with real-time and historical reporting dashboards and analytics.
The Akixi ecosystem is ideal for companies hoping to leverage innovative cloud CX, because it ensures you can learn about your workflows as you initiate them. With comprehensive analytics, reporting, and cloud connectivity, companies can evolve at speed.
5. CallMiner
Another innovator focusing on the power of analytics in a cloud-based environment, CallMiner allows business leaders to delve deeper into the trends and patterns influencing their interactions with customers. Integrating naturally with a host of leading contact centre tools, CallMiner combines analytics from throughout the customer journey.
For companies hoping to shift operations into the cloud, the first step towards successful outcomes is often a better view of business operations. CallMiner combines everything from your CRM data to your call recordings to help you understand what matters most in your business.
6. Simplr
Cloud-based CX innovation can involve a lot more than just switching your contact centre provider. Many rapidly evolving companies are now investing in new ways to enhance the interactions they have with their target audience, which includes outsourcing customer experience. Simplr is the company behind “NOW CX”, a technology that allows companies to build a scalable always-on network of team members in the cloud.