6CIOReview | | NOVEMBER 2021Contact centers across the globe are embracing cutting-edge technologies to unlock a plethora of benefits - from enhanced customer service to higher revenues and lower costs. And yet, many companies are reluctant to invest in digital transformation, thus losing out on all the values it adds to the contact center processes. On the other hand, the fast-movers of the industry are already delivering better customer experience by embracing innovative solutions.Conversational AI and automation technologies play an instrumental role in improving operational efficiency. For example, AI-powered virtual assistants have started gaining traction for resolving customer issues quickly. Likewise, automation of repetitive tasks reduces the scope for human errors and allows contact center agents to focus on other important tasks. Automatic speech recognition (ASR) has changed the way customers interact with interactive voice response (IVR) systems, giving them more opportunities to self-serve. Before the COVID-19 outbreak, companies were skeptical about moving their contact centers to the cloud, which was later changed in order to accommodate the need for a distributed work environment and keep the business afloat. Consequently, contact centers that embraced the cloud immediately saw its perks, including business agility, improved security, business continuity, enhanced productivity, and better agent experiences.As new technologies continuously get wired into the ecosystem, picking the right solution providers that can fit in is not easy for enterprise leaders. To make this task easier and assist leaders in identifying the right contact center technology solution providers, CIOReview presents to you, "20 Most Promising Contact Center Technology Solution Providers 2021."A distinguished panel comprising CEOs, CIOs, VCs, Analysts, and the CIOReview editorial board has selected the most promising contact center technology solution providers. In our selection process, we looked at the company's offerings, core competency, news/press releases, client testimonials, milestones, and other recognition.Let us know your thoughts!EditorialUshering in the New Era of Intelligent Customer EngagementCopyright © 2021 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.CIOReviewEmail:sales@cioreview.comeditor@cioreview.commarketing@cioreview.com November - 23 - 2021, Vol 10, Issue - 66 (ISSN 2644-237X) Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReviewVisualizersIssac GeorgeJaxon Jase*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 Editorial StaffAaron PierceCarolynn WaltersShirley FaithRussell Thomas
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