Today, digitalization is changing the way how contact centers operate, dramatically impacting the customer service experience. More than just a buzzword or an idea to ponder in the coming years, digital transformation has now become an essential facet for companies to stay competitive and meet customer expectations. As a result, traditional call centers are turning into multi-channel contact centers, and these channels are being integrated with customer relationship management (CRM), workforce management, analytics, and other solutions to deliver the seamless service. A cloud-based system that combines unified communication and collaboration tools is the clear way to move away from legacy, on-premise systems. Through digital transformation, tremendous strides are being made currently to achieve a complete view of the customer experience across all channels, resolve issues quickly, and identify opportunities more effectively.
That said, the transition from single-channel call center to an omnichannel contact center that supports personalized customer experiences cannot be understated. In the coming year, there will be more solutions and strategies that will help businesses as they move toward offering a higher level of customer service. Keeping this in mind, a distinguished panel comprising CIOs, CEOs, CTOs, analysts and APAC CIO Outlook’s editorial board, has reviewed companies that provide best-in-class contact center technology solutions and strive to improve customer experience.
In this edition of APAC CIO Outlook, we present to you the “Top 10 Contact Center Technology Solution Providers – 2019.”