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.

The top solutions also provide smart customer self-service, allowing customers to help themselves by fostering peer-to-peer support communities and eliminating the need to reach out to the contact center.

Threshold Criteria

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 engagement
  • Virtual 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.

  • 3CLogic
  • 8x8
  • Five9
  • Genesys PureCloud
  • NICE inContact
  • RingCentral
  • Salesforce
  • Talkdesk
  • Zendesk

Frequency of Evaluation

Each Constellation ShortList evaluation will be updated every 180 days as needed.

Evaluation Services

If you would like to put our extensive expertise in vendor selections and contact negotiations to work for you, please contact us at ShortList@constellationr.com.

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