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5 Call Center Trends in the Customer Engagement Market You Can Expect in 2015 - Contact Solutions Inc. - Blog

5 Call Center Trends in the Customer Engagement Market You Can Expect in 2015

Every industry is competitive—especially the contact center industry, now becoming the Customer Engagement industry which managed the consumer interaction inside and outside the Contact Center. One major way companies compete is by staying up-to-date with current trends and predictions within their specialized industry. The technology industry, for example, is always changing and falling behind can make or break the success of your company.

To avoid following in the footsteps of failed companies, it’s imperative that a startup stays very current in the industry it’s trying to break into. How can you stay up-to-date in the trends in the call center industry? Below is a list of 5 Call Center trends likely to become wide spread in the year of 2015.

Browsers and WebRTC

How promising are browser-based call center solutions? Well, promising enough to allow Talkdesk, a brower based call center, to acquire $3.15 million in funding as of October 2014.1 Ease of use, accessibility, security, and cost efficiency are just few examples of how a browser-based call centers are superior to their hard drive running counterpart.

WebRTC, a set of protocols that utilizes various APIs to enable browser video, voice, screen and P2P file sharing, is able to provide call centers with a reliable, fully integrated solution for their communication needs. WebRTC is a major reason for the upcoming trend of browser-based call center solutions. Here are a just a few of the benefits that call center companies derive from browser and WebRTC integration:

  • Ease of use: A browser-based call center solution requires no installation and is accessible from any computer with an Internet connection and a browser.
  • Seamless integration: A browser-based call center solution provides seamless integration through standardized web protocols.
  • Reduced costs: By switching to browser-based call centers, companies are able to reduce the costs of their PSTN calls.
  • Security: WebRTC is a browser-based protocol; as such, it utilizes many of the modern day security protocols available to a web API.
  • Enhanced communications: browser-based call center solutions are able to provide a more interactive UI with more available functionalities to its users.

Brower-based contact centers provide a significant increase in functionality and efficiency with little to no drawbacks. As a result, it’s easy to see why it is on track to be a major trend of 2015.

BPM and Work Flow optimization

BPM, through information technology, increases efficiency by optimizing business processes. According to Wil van der Aalst, a Business Process Management (BPM) researcher and professor at Eindhoven University of Technology, BPM is “supporting business processes using methods, techniques and software to design, enact, control and analyze operational processes involving humans, organizations, applications, documents and other sources of information.”2

By implementing BPM, a company is able to optimize their business processes and benefit in the following ways:

  • Increased visibility: BPM makes all processes visible. Having little to no visibility is the reason why business processes are able to get away with gross inefficiencies.
  • Obtain analyses: In the absence of BPM, business processes are tough to analyze. BPM allows businesses to analyze and optimize their business processes that will result in increased efficiency and optimization.
  • Security: Companies find BPM to be a useful tool in fraud prevention, auditing, and assessment of regulation compliance.
  • Efficiency: Whether through convergence, reduced lead-times, increased potential to identify areas in need of optimization, or a better understanding and definition of in-company duties, BPM can drastically improve a company’s efficiency.


Video was a major addition to customer service support in 2014. The trend is unlikely to halt in 2015 and is, instead, expected to grow at a rapid rate. Video is a tool that companies are able to use to increase customer support through enhanced human interaction.

In January 2015, AT&T announced its plans to support WebRTC by allowing their customers to transfer their video calls to their smartphones without dropping the data.4 Microsoft also announced their support of video calling by promising WebRTC integration with Skype and Internet Explorer. As a result, it appears that browser-based video calling will become an industry standard and a major call center trend this year.


According to the Oxford English Dictionary, gamification is “the application of typical elements of game playing (e.g. point scoring, competition with others, rules of play) to other areas of activity, typically as an online marketing technique to encourage engagement with a product or service.”5 Although the term Gamification has been around since 2002, it has started to to gain more popularity over the years.

In 2011, Gartner, a world leader in information technology research and advisory, said, “By 2015, more than 50 percent of organizations that manage innovation processes will gamify those processes.”7 Gartner’s analysis was proven correct due to a survey conducted in February 2013 that revealed more than 70 percent of Forbes Global 2000 companies were either already implementing or had plans to implement gamification.

Because gamification is designed to encourage engagement with a product or service, it is not surprising that call centers are interested in how gamification can help them make their job more interesting to their employees.

Cloud-Based Software

As previously stated, Gartner has predicted many of the IT industry’s trends. In October 2014, Gartner said, “Cloud is the new style of elastically scalable, self-service computing, and both internal applications and external applications will be built on this new style.”

Cloud-based call center solutions offer fulfilling company’s scalability, reliability, speed, reduced costs, increase capabilities and much more. Cloud utilization has seen remarkable growth over the past year and as a result, 2015 is now posed for an explosive takeoff of cloud utilization in call centers.


NexxPhase, the leading Customer Engagement solution provider, is more then just a Cloud Call Center Provider. NexxPhase streamlines the way businesses digitally interact, communicate and operate with others in the industry. Optimizing the consumer interaction that drive loyalty and revenue.

As a company that enjoys being on the leading edge of the industry, NexxPhase makes every effort to stay ahead on industry trends and open standards for innovation. Allowing our customers that competitive and differentiated advantage they look to us for.


1 Kia Kokalitcheva, “Talkdesk grabs $3.15M for Its ‘Call Center in the Browser,” Venture Beat, September 16, 2014,
2 Ryan K. L. Ko, “A Computer Scientist’s Introductory Guide to Business Process Management (BPM),” Crossroads, June 2009
4 Micah Singleton, “AT&T is the First US Carrier to Support WebRTC,” The Verge, January 5, 2015,
5 “Oxford Dictionaries,” Oxford University Press, February 27, 2015,
6 Simon Carless, “AGDC: Paharia, Andrade On Making Dunder Mifflin Infinity,” Gamasutra, September 17, 2008,
7 “Gartner Says By 2015, More Than 50 Percent of Organizations That Manage Innovation Processes Will Gamify Those Processes,” Gartner Press Release, April 12, 2011,
8 Brian Burke, “The Gamificiation of Business,” Forbes, January 21, 2013,


Publish Date: April 23, 2015 5:00 AM

2020 Buyers Guide Cloud Contact Center Solutions

Page: 12
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105

Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

Content Guru

Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764

Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.


Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800


Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500


Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900

Integra CCS

uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

Intelligent Contacts, Inc

Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
Core features
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
(read more)
PH: 1 800 214-7490

Lieber & Associates

Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
PH: +1-773-325-0608


Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money.
How it Works
With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.

Easy to Use Interface: Modify campaigns to suit your business

Customizable Campaigns: Numerous modules that will make your management easierl

Real-Time Analytics: Control all processes in the MegaDialer interface in real-time

All our rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

MFE International

Genesys PureCloud
Award winning Genesys PureCloud Contact Centre. A leader in the magic quadrant.Recognised by Gartner, Forrester and Frost and Sullivan. Secure and Reliable. True omnichannel- voice, chat, email, social and messaging.Includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics,
PH: 96386615

MyCallCloud LLC

MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call.
We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin...
(read more)
PH: (888) 663-0760
Page: 12

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