JUNE 2021CIOAPPLICATIONS.COM6EditorialThe Need to build Futuristic Contact Centers2020 has set the stage for tremendous growth in the adoption of cloud contact centers for the years to come. In the changing times, contact centers are transitioning to a cloud contact center model that is agile, highly scalable & flexible, and cost-effective. The recent cloud contact center trends state that businesses can achieve more in less by investing in cloud contact center software.With the changing trends and aggressive move to cloud infrastructures, Forrester Research indicates that the global public cloud infrastructure market will reach US$120 at an annual growth rate of 35 percent, as the cloud continues to take center stage in the recovery from the pandemic.The omnichannel contact center is not new for the industry but this becomes a differentiating factor for the businesses converting their brands into experience hubs. With an omnichannel cloud-based contact center, brands can deliver a unified customer interaction experience across multiple platforms. For instance, more and more businesses are turning to Google's Business Messages to convert prospects faster using Google Search & Maps, while shortening the customer journey.The new normal is interacting with the customers when and where they want to be served, demanding from the businesses to become proactive and provide customer support 24*7. Today, with months into the pandemic, the inbound call volume and the wait time is continuously increasing, and it requires the brands to rethink their customer engagement strategy. The introduction of voice bot and chatbot, at large, is one of the most embraced cloud contact center trends that the businesses are leveraging to resolve customer queries without human intervention, thus, increasing first contact resolution.Uncertainty is one of the key lessons that 2020 has taught every business and professional. In the coming year, we expect more focus on solutions with a focus on saving and efficiency. Now that most of the businesses are planning to go remote, one of the emerging trends that we have seen is the cost reduction in contact center operations.Let us know your thoughts.Joe PhillipManaging Editoreditor@cioapplications.comJoe PhillipCopyright © 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.JUNE 01, 2021, Volume 07 - Issue 12 (ISSN 2644-240X) Published by ValleyMedia, Inc. To subscribe to CIO ApplicationsVisit www.cioapplications.com Managing EditorJoe Phillip*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffSalesSebastian Jacobsebastian@cioapplications.comEmailsales@cioapplications.comeditor@cioapplications.commarketing@cioapplications.comGraphics & ArtIssac GeorgeEditorial StaffBen JacksonDaniel HolmesEzra BenjaminJune MichaelRose DcruzSenior WritersClara MathewLeah JaneRoyce D'Souza
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