| | December 20196CIOReviewHinting to the severity of how much digital technology has transformed telecommunications, the past few years have witnessed a wave of digital transformation. The digital transformation in the contact center solution space has broadened its capabilities to be able to route contacts throughout multiple channels, including email, chat, SMS, social media, and so on. Further, the contact center solution also enables the monitoring and recording of interactions between customers and agents.In the wake of these aforementioned developments, contact center solutions are witnessing an increased urgency for digital transformation, as it helps enterprises in staying competitive and meeting customer expectations. With the traditional call centers altering to become multi-channel contact centers, these channels have to integrate with CRM, analytics, workforce management, and various solutions to be competent to deliver a seamless level of service catering to the expectation of the customers. A cloud-based system that incorporates collaboration tools and unified communication is at the forefront of the contact center landscape emerging to be a clear path to move away from legacy on-premise technology. In addition to machine-learning tools, artificial intelligence (AI) technology is leveraged to enhance agents' capability to be increasingly effective and efficient. It helps automate routine tasks to allow human agents to concentrate on escalated issues completely.At times when observing and monitoring agents on the phone are long gone, most contact centers are managing numerous communication channels, and customers are switching between them. Advanced contact center analytics is of utmost importance. The integration of analytics dashboard with contact center systems help capture and analyze data over the channels touchpoint. Contact centers are now focusing on customer satisfaction measurements due to rising customer expectations. Customer satisfaction measurements, now, are more significant than ever, making the evaluation of the team and agent level to secure meaningful insights into customer satisfaction is essential.In this edition of CIOReview, we feature companies that have excelled through innovation in delivering the highest quality of solutions and services. We hope the inspiring success stories of these startups benefit our readers who are in pursuit of ideal collaborators. Let us know your thoughts.EditorialBuilding Stronger Connections with Unified Omnichannel CommunicationsCopyright © 2019 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewContact Us:Phone:510-230-0395Fax:510-894-8405Email:sales@cioreview.comeditor@cioreview.commarketing@cioreview.com December -11- 2019, Vol 08, Issue - 116 (ISSN 2644-237X) Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReviewEditorial StaffAaron PierceCarolynn WaltersDean WinchesterJune Williams Shirley FaithRussell ThomasVisualizersGeorge Mathew*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffJustin Smith Managing Editoreditor@cioreview.comManaging EditorJustin SmithSalesStephen Thomasstephen.thomas@cioreview.com
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