Consumer & Retail / Customer Service

Omnichannel Customer Service Platforms

EXECUTION STRENGTHMARKET STRENGTHLEADERHIGHFLIEROUTPERFORMERCHALLENGER

What is Omnichannel Customer Service Platforms?

Companies in this market offer cloud-based services that enable customer service agents to receive, sort, and answer customer requests across multiple communication channels (e.g., voice, live chat, social media, and more) in a single-view platform. These platforms include features such as ticketing, knowledge base management, and routing.

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Leaders

Leaders are the most established service providers in the market and possess the breadth to address various customer needs.

See why these companies made it as leaders for Omnichannel Customer Service Platforms. These companies include Kustomer and Talkdesk.

Kustomer logo
Kustomer

United States / Founded Year: 2015

Kustomer is an omnichannel customer management platform for enterprises that scale to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver consistent and personalized service and support through a single timeline view.On November 30th, 2020, Kustomer was acquired by Meta at a valuation of $1B.

Known Partners

Thankful, Simplr, Ujet, and 1 more

Known Customers

Rainbow Shops

Key People

Bradley Birnbaum, Jeremy Suriel, Amir Oren, and 1 more

Talkdesk logo
Talkdesk

United States / Founded Year: 2011

Talkdesk helps growing businesses improve customer interactions, while simultaneously reducing costs. With Talkdesk, companies can have a call center up­ and ­running in minutes and have access to call center functionality including IVR, skills­-based routing, call conferencing, comprehensive reporting, all in an intuitive web­ based interface. Talkdesk integrates with CRM systems to deliver real ­time customer information agents need to improve customer interactions.

Known Customers

Travelopia, Zolar, Cabify, and 1 more

Key People

Tiago Paiva, Sydney Carey, Raoul Felix, and 2 more

Highfliers

Highfliers are the most innovative service providers in the market and possess the resources to address evolving customer needs.

See why these companies made it as highfliers for Omnichannel Customer Service Platforms. These companies include Hiver.

Hiver logo
Hiver

United States / Founded Year: 2011

Hiver helps teams deliver a quality customer experience by helping them collaborate within Gmail. Hiver allows teams to access, assign, and track emails coming into a shared customer service account.

Known Partners

Google

Key People

Niraj Ranjan Rout, Nitesh Nandy

Outperformers

Outperformers are the most specialized service providers in the market and possess the expertise to address unique customer needs.

See why these companies made it as outperformers for Omnichannel Customer Service Platforms. These companies include Gorgias and Trengo.

Gorgias logo
Gorgias

United States / Founded Year: 2015

Gorgias is a customer support helpdesk designed for Shopify stores.

Known Partners

Ranosys, ClearSale, Simplr, and 1 more

Key People

Nicole Snow, Romain Lapeyre, Alexandru Plugaru, and 1 more

Trengo logo
Trengo

Netherlands / Founded Year: 2015

Trengo builds a solution for companies to communicate with their clients via all communication and media channels through one shared inbox. Trengo offers companies the possibility to get in touch with their clients through all communication channels, without extra effort.

Key People

Patrick Meutzner, Marcel de Weerd, Igo Trampe

Challengers

Challengers are the most promising service providers in the market and possess the agility to address emerging customer needs.

See why these companies made it as challengers for Omnichannel Customer Service Platforms. These companies include Dixa.

Dixa logo
Dixa

Denmark / Founded Year: 2016

Dixa is customer service software for customer-facing teams. It allows the user to deliver service across voice, email, and chat in one simple cloud-based interface powered by artificial intelligence. The company helps set up browser-based cloud call center platforms that feature automatic call distribution, call queues, outbound caller IDs, and personalized greetings.

Known Partners

Lumoa, Thankful, Klaus

Key People

Jacob Petersen, Mads Fosselius, Kasper Sommer, and 1 more

What is Omnichannel Customer Service Platforms?

Companies in this market offer cloud-based services that enable customer service agents to receive, sort, and answer customer requests across multiple communication channels (e.g., voice, live chat, social media, and more) in a single-view platform. These platforms include features such as ticketing, knowledge base management, and routing.

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Your future customers are researching their next tech solution on CB Insights. Make sure they can find you.

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