| | NOVEMBER 20226CIOReviewAs modern technology becomes an increasingly dominant aspect in customer support, contact centers are poised to experience even more changes in the coming years. They've advanced from depending solely on phone calls to utilizing a multitude of different customer contact channels. There's a need for businesses to keep up with these new advances to embrace the future of call centers.Among the latest advances in call centers, AI-based technology has gained widespread recognition and adoption. Powered by real-time intelligence, AI provides the toolkit and resources necessary to achieve consistent, on-brand resolutions while improving a brand's customer experience. It eliminates many of the problems that customers and agents face and provides the opportunity to radically redesign customer service for the better.Driven by such trends, the AI market in call center applications is expected to grow at a CAGR of 25.8 percentby 2026.To put the spotlight on other key developments in the industry, CIOReview illustrates how companies are offering innovative capabilities to increase and foster customer engagement, as well as enable contact centers to move beyond traditional phone service and human agent support. The edition also features thought-provoking articles from Elena Ford, Chief Customer Experience Officer at Ford Motor Company; Jeremy Markey, Director of CS Operations at Hunter Douglas; and Dayton Semerjian, Chief Customer Care Officer and Managing Director at LPL Financial, who shed light on new call center model for driving customer engagement, how to tackle employee disengagement, and the role of customer analytics in driving customer satisfaction. In this edition of CIOReview, we also bring to you the story of some of the most promising call center solution providers that play an important role in maintaining excellent customer experiences, workplace satisfaction, and sustainable contact center growth.The list comprises Lifesize, a leading provider of omnichannel cloud contact center and video meeting solutions designed for today's digital world;Voisothat provides a software platform to effortlessly deploy call centers and maintain a clear picture of agent's results through highly sophisticated customer analytics;TelcoAlert, a company committed to providing affordable automated testing and monitoring services that are enterprise-ready and easy to use; Pinoy Data Capture (PDC) that offers comprehensive programming, designing, and testing services with a well-experienced team of software developers; and AnswerAide, offering live answering servicesto help businesses handle calls proficiently in a polite, business-friendly manner, and making sure that there are no missed calls.Through the following pages, we aim to shine a light on the innovative trends and latest developments in call center services industry. We would like to know your thoughts.EditorialA Look into the Future of AI-based Call CentersCopyright © 2022 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 - 29 - 2022, Vol 11, Issue - 86 (ISSN 2644-237X) Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReviewEditorial StaffAaron PierceCarolynn WaltersShirley FaithRussell ThomasVisualizersChris LynnBrian Harding*Some of the Insights are based on our interviews with CIOs and CXOsJustin Smith Managing Editoreditor@cioreview.comManaging EditorJustin Smith
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