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News : Smart Communications Positioned as a Leader in the IDC MarketScape

#contactcenterworld, @smartcares, @IDC

London, UK and New York, NY, USA, June, 2022 -- Smart Communications™, a technology company focused on helping businesses engage in more meaningful customer conversations, announced that it has been named a Leader in the IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment. With customer satisfaction and personalization at the forefront of CX, companies are leveraging customer communications management as a cornerstone of a great digital experience. The report recognizes Smart Communications’ cloud strategy, extensive partner network and the ability to deliver personalized, guided conversations as strengths contributing to its position as a Leader.

"A common theme that IDC hears from business and IT leaders is the belief that we are now living and competing in a digital-first world and they are looking for strategies and technology to deliver on the vision of improved customer satisfaction, operational efficiencies and drive more revenue from digital services," said Marci Maddox, Research Director, Digital Experience Strategies at IDC. "For many, PaaS and SaaS will continue to be a key investment in 2022 and beyond. Buyers in highly regulated industries - such as financial services, insurance, and healthcare – that are seeking a cloud-first strategy and business user controls may find Smart Communications a good fit."

The report, which evaluated 13 vendors, is released as customer communications are evolving beyond automated document generation software toward being a catalyst for improving customer experience through data insights and personalized customer touch points. Shifting away from one-way transactional communications and towards meaningful, two-way customer conversations not only improves a company’s customer experience but leads to higher customer satisfaction, continuous engagement, better brand loyalty, operational efficiencies and contributes to increased profit margins.

According to the report, "Smart Communications has a deep technical partner ecosystem and a growing list of systems integrators as well. Partners can contribute code and solutions to Smart Communications' Conversation Cloud Marketplace, which offers a selection of prebuilt accelerators. New partnerships include OneSpan for esignature and Duck Creek for the insurance vertical." The report also noted, "Smart Communication offers an NLP plug-in for content analysis and a low-code orchestration flow builder to drive the customer journey next best interaction. Smart Communications also offers extended readability and sentiment and similarity analysis to improve content personalization in English and German languages. SmartIQ is instrumental in guided conversations that will extend into future immersive experiences."

"We are incredibly proud that the IDC MarketScape has named Smart Communications as a Leader and recognized our ability to help enterprises have smarter conversations with their customers," said James Brown, CEO of Smart Communications. "Our cloud technology uniquely allows for personalized, omni-channel customer conversations which is very appealing to CIOs and business users alike because of the ease of use and scalability. We are committed to leading this market with the innovative vision, strategies and technology that sets our customers up for success."

#contactcenterworld, @smartcares, @IDC

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About Smart Communications:
Company LogoResponsible in providing Operational and Technical support to all Sales Channel. Aligns with different departments on a specific system project requirement. Handles resetting of resellers password via CSP front end tool and is in charge of validation and creation of CSP-RS access for Sales personnel Handles set-up of CTI request for Smart I- help and is in charge of validating escalations logged by sales personnel via the front end tool Also handles the approval matrix set up of Inventory STO, STR, IBT, INTRA, ADJS access for sales personnel.
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About IDC:
Company LogoIDC is a provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets.
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Today's Tip of the Day - Knowledge Based Solution

Read today's tip or listen to it on podcast.

Published: Thursday, June 9, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Omnichannel

 
1.) 
Premium Listing
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.


2.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

3.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

6.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

7.) 
Vads

VADS Omnichannel Solutions
Omni Channel is a cross-channel business model and content strategy that companies use to improve their user experience. Omnichannel is an integrated way of thinking about people’s relationships with organisations. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience.

Omni Channel supersedes multichannel and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication Companies that use omnichannel contend that a customer values the ability to be in contact with a company through multiple avenues at the same time.


Benefits ...
(read more)

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

9.) 
Trust Business Partners LLP

Customer Interaction Automation
Delivering Ai -powered process automation and digital engagement tools. Onto existing technology stack as well as part of a total suite of offerings including Omnichannel contact centre. We work through partners who can add services and bespoke solutions.
 

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