The Contact Center space is continually evolving to meet customer demands. In the interest of delivering service the way customers want it, businesses have had to adapt to changing communications preferences. Hence realigning the CX has become a top priority for businesses leveraging the latest technologies.
For instance, omnichannel communication provides better contextual support to customers with a constant and seamless experience across all channels such as mobile, phone, desktop, or in person. The omnichannel approach keeps the communication constant and unified across touchpoints and channels for efficient follow-up.
Cloud efficiently solves the issues related to security, flexibility, database, and usage. Thus, building or moving the team to the cloud will take center stage and help companies solve the issues of customer engagement, time-to-market, turnaround, etc.
With a great CRM, and other call center analytics tool, one can have many options to expand its business. In 2020, we will see increased usage of analytics in all customer support activities. It will allow getting the best of a customer support team, both in-house and outsourced. The tools will also help to resolve customer queries and issues in the very first call.
AI can take care of standard questions and help human agents in delivering better and faster resolutions to the customers. Therefore, while searching for a contact center partner, it is always better to look for a contact center willing to make the technical changes.
This edition of CIO Advisor APAC features companies that are at the forefront of offering contact center services. CIO Advisor APAC’s editorial board has assessed and shortlisted some of the most prominent organizations in the industry. We present to you – “Top 10 Contact Center Services Companies – 2020”.