Advancements in call center hardware and software technology over the last year have enabled support teams to be more operationally efficient and profitable. These developments are being boosted by increased automated support as well as the use of predictive analytics to determine customer behaviors and relevant statistics. Even in the coming months, while some traditional call center technology trends like interactive voice response (IVR) will continue to be a standard, implementing emerging technologies like artificial intelligence (AI) and chatbots will increasingly alleviate overhead and give contact center service reps more actionable information at their fingertips. Driven by these trends, the contact center market is expecting a growth rate of a CAGR of 23.2 percent in the next five years.
The market’s growth can be attributed to the growing need to embrace omnichannel communication in the contact centers to allow businesses to connect with their customers via multiple channels— social media, emails, video chats, and calls. The increased technology integration is aiding agents in effectively addressing customer queries seamlessly across all communication channels.
To put the spotlight on such key developments in the industry, APAC CIO Outlook features thought leadership articles from Christopher Douglas, Director Member Services (Pacific) at Accor Plus, Jacque Lim, Regional Head of Service Delivery (Asia Pacific) at Aspire Lifestyles, and Eric Louw, Director, Data and Analytics at Aurecon, who shed light on the recent contact center innovations that are driving operational performance and helping businesses gain customer loyalty across different touchpoints.
In this edition of APAC CIO Outlook magazine, we also bring to you the story of some of the top contact center technology companies that deliver the best outcomes for their clients. In the list, ComDesign, particularly, equips organizations with its one-of-akind computer telephony integration (CTI) platform to help deliver a superior customer experience. In the same line, Ezvoicetek, stands out for its intuitive IPv4 and IPv6 SIP server farm solutions that cater to the vast and evolving needs of contact centers in the current hyperconnected marketplace.
Through the following pages, we aim to shine a light on the innovative trends and latest developments in the contact center industry. We would like to know your thoughts.
