{"id":3493,"date":"2022-09-10T18:27:04","date_gmt":"2022-09-10T18:27:04","guid":{"rendered":"https:\/\/www.replicant.ai\/?p=3493"},"modified":"2022-10-31T20:28:02","modified_gmt":"2022-10-31T20:28:02","slug":"cloud-based-contact-center-solution-providers-a-comparison","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/","title":{"rendered":"Cloud-Based Contact Center Solution Providers: A Comparison"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer service centers have made leaps and bounds over the past several years in terms of the technology available to help them do their jobs better. Gone are the days of paper files and land phone lines. Today, many contact center solution providers are delivering a suite of tools that can help businesses keep lines of communication open between themselves and their customers\u2013in any channel of the customers\u2019 choice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Wading through the many solutions that are available can be overwhelming. It\u2019s important to take the time to carefully evaluate the leading players in the market today and choose the partner that will best meet your individual organization\u2019s specific needs.<\/span><\/p>\n<h2>What Is A Cloud-Based Contact Center Solution?<\/h2>\n<p><span style=\"font-weight: 400;\">A cloud-based solution is a comprehensive set of tools, applications, and services designed for businesses that want to communicate through modern channels. These include phone, text, and chat messaging. Such contact center technology not only helps companies respond quickly and efficiently to customers communicating through all these channels but can also integrate customer records, perform sophisticated call routing, manage different live agents and provide sophisticated analytics.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2022-02-09-gartner-says-more-than-half-of-enterprise-it-spending\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">Gartner<\/span><\/a><span style=\"font-weight: 400;\">, \u201centerprise IT spending on public cloud computing, within addressable market segments, will overtake spending on traditional IT in 2025. Enterprise adoption of distributed cloud has the potential to further accelerate cloud shift because it brings public cloud services into domains that have primarily been non-cloud, expanding the addressable market. Organizations are evaluating it because of its ability to meet location-specific requirements, such as data sovereignty, low latency, and network bandwidth.\u201d<\/span><\/p>\n<h2>Who Are The Top Contact Center Solution Providers?<\/h2>\n<p><span style=\"font-weight: 400;\">The top four content center solution providers are:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Replicant\u2019s Thinking Machine<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">SmartAction\u2019s Conversational AI for the Contact Centers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Amazon Lex\u2019s Conversational AI and Chatbots\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Interactions Intelligent Virtual Assistant<\/span><\/li>\n<\/ul>\n<h2>What To Look For In A Contact Center Solution<\/h2>\n<p><span style=\"font-weight: 400;\">As you evaluate how to best <\/span><a href=\"https:\/\/www.replicant.ai\/products\/replicant-voice\/\"><span style=\"font-weight: 400;\">automate your call center<\/span><\/a><span style=\"font-weight: 400;\">, be sure to look for the following capabilities:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Consistent Experiences<\/b><span style=\"font-weight: 400;\">: Consistency is important for both the customer and the contact center itself. Look for a partner that can provide both low latency and natural conversations across voice, text, and messaging.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Multiple Languages<\/b><span style=\"font-weight: 400;\">: In our increasingly global marketplace, it\u2019s critical that customers speaking a wide variety of languages can all have a stellar customer service experience. Be sure your call center solution providers you evaluate offer services in the <\/span><a href=\"https:\/\/www.berlitz.com\/blog\/most-spoken-languages-world\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">most popular languages<\/span><\/a><span style=\"font-weight: 400;\"> and in all channels.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Custom Integrations<\/b><span style=\"font-weight: 400;\">: Every contact center is unique so it\u2019s important that your chosen call center technology can meet you where you are, providing custom integrations at every level.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Real-time Transcriptions<\/b><span style=\"font-weight: 400;\">: One important part of any conversational AI solution is the ability to deliver real-time transcriptions of automated conversations. This can be invaluable if questions or requests must be escalated to a live agent so that customer information does not need to be repeated. It can also serve as an important asset in the long-term customer record.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Deep Analytics<\/b><span style=\"font-weight: 400;\">: The best cloud contact center solution providers will be able to provide deep analytics that can help contact center managers improve overall performance and continuously improve to provide better cross-channel support.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Pre-Built Use Cases<\/b><span style=\"font-weight: 400;\">: With IT resources always stretched, it\u2019s important that vendors deliver pre-built use cases for common contact drivers. This allows contact center automation deployments to be completed with little IT effort within a few weeks.<\/span><\/li>\n<\/ul>\n<h2>Try Replicant<\/h2>\n<p><span style=\"font-weight: 400;\">Why choose Replicant as your contact center solution provider? Our system is in the cloud, powered by conversational AI, purpose-built for customer service, and boosts ROI. It is trained on millions of live calls so this type of contact center automation solution is constantly self-improving. As a result, Replicant boosts a customer call resolution rate of more than 80 percent and CSAT scores that are on par with live agents. Request a demo and learn how to <\/span><a href=\"https:\/\/www.replicant.ai\/request-a-demo\/\"><span style=\"font-weight: 400;\">automate your contact center<\/span><\/a><span style=\"font-weight: 400;\"> today.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service centers have made leaps and bounds over the past several years in terms&#8230;<\/p>\n","protected":false},"author":10,"featured_media":3494,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[45],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Cloud-Based Contact Center Solution Providers: A Comparison - Replicant<\/title>\n<meta name=\"description\" content=\"Compare contact center solution providers and learn why Replicant&#039;s cloud-based conversational AI system makes us a top choice.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cloud-Based Contact Center Solution Providers: A Comparison\" \/>\n<meta property=\"og:description\" content=\"Compare contact center solution providers and learn why Replicant&#039;s cloud-based conversational AI system makes us a top choice.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/\" \/>\n<meta property=\"og:site_name\" content=\"Replicant\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ReplicantAI\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-09-10T18:27:04+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-10-31T20:28:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/09\/Cloud-Based-Contact-Center-Solution-Providers-A-Comparison.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"960\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Replicant\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:site\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Replicant\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/\"},\"author\":{\"name\":\"Replicant\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/32e6e4f1a95de5f4c5808f4271e55b62\"},\"headline\":\"Cloud-Based Contact Center Solution Providers: A Comparison\",\"datePublished\":\"2022-09-10T18:27:04+00:00\",\"dateModified\":\"2022-10-31T20:28:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/\"},\"wordCount\":649,\"publisher\":{\"@id\":\"https:\/\/www.replicant.com\/#organization\"},\"keywords\":[\"Test\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/\",\"url\":\"https:\/\/www.replicant.com\/blog\/cloud-based-contact-center-solution-providers-a-comparison\/\",\"name\":\"Cloud-Based Contact Center Solution Providers: A Comparison - 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