DECEMBER 2017CIOAPPLICATIONS.COM6DEC - 12 - 2017CONTACT CENTER SPECIALCopyright © 2017 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 02 - 34Published by ValleyMedia, Inc. To subscribe to CIO ApplicationsVisit www.cioapplications.com Graphics & ArtJohn ConnorDeclan ColeRenukesh GangurSalesAlison Samuelsalison@cioapplications.com510.330.5172Mailing Address:ValleyMedia, Inc.44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538T:510.757.1040 EditorialDriving Engaging Customer CommunicationsJoe PhillipManaging Editoreditor@cioapplications.comJoe PhillipToday's contact centers are largely driven by the needs of smart customers who demand an engaging and seamless interaction across multiple channels. The proliferation of advanced technologies such as artificial intelligence and unified omnichannel communication has played a significant role in augmenting the standards of customer experience and service. Customers require a more personalized interaction with businesses by integrating digital and telephone channels. To meet these expectations, enterprise contact centers are rethinking their strategies by introducing better analytics techniques, intentional social media conversations and innovative ways to involve artificial intelligence in the process. A truly digital contact center will provide customers with more comprehensive and consistent experience. They allow companies to unify customer communications across channels, get better insights on customer journeys, and as a result identify opportunities for future sales. Streamlining communications across various channels also fosters two way social media conversations where customers receive personalized and immediate response for their queries on social platforms. Many businesses are nurturing the idea of digitization by embracing cloud communications especially with the growth of remote call agents, prompting traditional office based contact centers to take new locations. At the same time, hybrid cloud options allow enterprises to move to cloud at their own convenience and tailor an architecture leveraging multiple deployment models. With such innovative technologies redefining the contact center realm, enterprises can resolve issues faster, lower operational costs, and drive customer satisfaction and loyalty--adding value to the bottom line. In this edition of CIO Applications, we are featuring a list of companies that can help businesses build a rewarding experience that will lead to long-lasting relationship with customers. Managing EditorJoe PhillipAssistant Managing EditorLithin ZachariaSenior WritersClara MathewRoyce D'SouzaLeah JaneEditorial StaffBen JacksonDaniel HolmesEzra BenjaminJames SmithKhyati DubalNaomi Dale*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff
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