A decade ago, people using flip phones to contact support center had fewer issues with technology when compared to the present. This is because technology is growing exponentially, which has set a precedent for contact centers that sophisticated technological issues need human touch in support. In terms of live chat, programmed email triggers, an IVR system, or even an artificial intelligence (AI) Dialer, AI has supported Contact center industry by enhancing customer experience through channels and streams like live chat, programmed email triggers, IVR system, and AI-enabled diallers. AI gathers data in a millisecond and determines the best way to help each customer based on the query and history of the interaction.
AI can identify issues prior and brief advisors so that they handle the emerging customer needs and expectations more effectively. This will benefit from retaining customers who might have been about to defect or up-selling to customers who are looking for information about a new topic. AI’s ability to spot trends in customer data will also enable call center managers to model best practices and predict the outcomes or the consequences of a particular course of action. Contact centers will deploy AI technology to improve the self-service capability of simple interactions.
To help CIO’s maneuver in the right direction while adopting contact center solutions, a distinguished panel of CEOs, CIOs, VCs and analysts along with the CIO Applications’ editorial board has selected the leading contact center solution, providers. The companies featured in this edition demonstrate an ability to develop innovative technologies combined with outstanding customer service.
We present to you “Top 10 Contact Center Services Companies - 2019.”