About This Constellation ShortList™
Customer service and contact center software helps solve customer challenges faster by offering the right tools and support, regardless of channel or device (e.g., phone, tablet, email, chat, text, website, Facebook, other social networks).
These offerings can effectively manage inbound communication for increased first-contact resolution, in addition to providing co-browse capabilities to allow visual communication for quicker query resolution. Additionally, they can support the reduction of cart abandonment and increase customer satisfaction with in-cart assistance.
This type of software provides personalized care through the use of analytics, offering insight into customers’ behaviors for relevant, contextualized service that can predict future needs. Companies can identify new opportunities by integrating these customer insights into their companies’ innovation processes. The software also creates seamless, online experiences with a knowledge base that learns from every interaction, enabling them to match content to consumer intent, which results in higher conversion rates.
Constellation considers the following criteria for these solutions:
- Multi-tenant cloud delivery
- Self-service capabilities
- Case management
- Natural language processing for knowledge management and search
- Mobile customer service and self service
- Queuing and routing
- Workforce optimization
- Predictive and prescriptive rules and advice, next-best action, natural scripting
- Customer feedback collection capabilities
- IVR, visual IVR
- Inventory optimization
- Mobile enablement
- Social and digital engagementVirtual receptionist
- Reporting and customer analytics
- Data dashboard and data visualization
The Constellation ShortList™
Constellation evaluates over 25 solutions categorized in this market. The Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research.
- Amazon Connect
- Genesys PureCloud
- NICE inContact
Frequency of Evaluation
Each Constellation ShortList evaluation will be updated every 180 days as needed.
Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.