APRIL 2019CIOAPPLICATIONS.COM6Why Contact Centers are the Backbone for Improving CX?Today, several leading organizations across the globe cite that their patented products or exceptional services steer them ahead of market peers. However, the cornerstone to success in businesses is not always the product or service they offer, but how they offer it. In a time when online stores can be launched in minimal time, and industries can be disrupted in weeks, customer experience has become the new battleground for market share and customer stability. As a consequence, enhancing convenience for customers has become an imperative part of a company's business objective. The challenge is to offer a customer experience that is reasonable, significant, and sustainable. In this mix, the opportunity lies in creating a customer experience that encourages loyalty, enhances satisfaction, and generates revenue for the years to come. Today, these efforts are underpinned by innovative contact center solutions capable of personalizing customer experiences. Gone are the days when customer services were restricted to face-to-face or voice-to-voice interactions. Today, organizations are bringing cutting-edge developments in their strategies and making a move towards a digital contact center. The proliferation of technologies like artificial intelligence and unified communications has played an imperative role in raising the standards of customer experience and services. Contact center vendors are combining voice, mobile, video, and online channels to convey a highly personalized and impeccable customer experience. While cloud communications and virtual agents are on the minds of most of the businesses, social media presence has become a necessity and more crucial than ever. With such innovative technologies, business professionals are shaping up their approach towards delivering the best of contact center services to their customers. In this edition of CIO Applications, we are featuring a list of companies that offer innovative contact center technology solutions to help businesses optimize their services and deliver optimal customer experience.Joe PhillipManaging Editoreditor@cioapplications.comJoe PhillipAPRIL - 04 - 2019CONTACT CENTER SPECIALCopyright © 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.Volume 04 - 11Published by ValleyMedia, Inc. To subscribe to CIO ApplicationsVisit www.cioapplications.com *Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffManaging EditorJoe PhillipGraphics & ArtJohn ConnorDeclan ColeAR RamjithSenior WritersClara MathewRoyce D'SouzaLeah JaneEditorial StaffBen JacksonDowel MajiJune MichaelAnkit SinghSalesGeorge Thomasgeorge@cioapplications.com EditorialContact UsPhone: 510-838-0854Fax: 510.894.8405Emailsales@cioapplications.comeditor@cioapplications.commarketing@cioapplications.com
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