Today, technological advancements continue to bridge the gap between call centers and consumers in many fascinating ways. While moving to the 2nd quarter of the year, we can expect a comprehensive upheaval of contact center operations and the way they serve their customers. In this mix, the proliferation of chatbots, virtual assistants, and RPA have invigorated contact center operations with customers expecting responses in real-time. With AI gaining traction, a call centers’ goal of delivering frictionless, predictive, proactive, and personalized customer services now seems a reality.
A few years ago, AI was leveraged in contact centers for automating routine tasks or handling FAQs that can allow agents to focus on high-level requests. However, now AI embedded with “agent assist” and “virtual agent” functions work alongside agents to comprehend customer issues and can prepare responses accordingly. Powered by NLP and IVR technology, AI listens and examines the need of consumers across multiple channels including chat, email, SMS and the phone and suggests the most pertinent response to the concerned agents.
To help CIOs maneuver in the right direction while adopting contact center solutions, a distinguished panel of CEOs, CIOs, VCs, and analysts along with the CIO Applications’ editorial board has selected the leading contact center solution, providers. The companies featured in this edition demonstrate an ability to develop innovative technologies combined with outstanding customer service.
We present to you “Top 10 Contact Center Consulting/Services Companies - 2019.”