| | November 20174CIOReviewEditorialVOL 6 · ISSUE 11 - 2 · NOVEMBER 03- 2017Companies are increasingly opting for call center services and competing to provide superior customer service and a great experience to their clients. As a result, the contact center industry is going through a transition phase, where legacy systems are being refashioned by modern ones. As call centers expand their multi-channel offerings, making cross-channel experiences seamless is becoming more important. This is a major concern for most contact centers, as customer expectations are only going to increase. In the near future, the demand for omni-channel support will be amplified by the need for a nearly perfect execution. For a contact center to be truly omni-channel enabled, all applications must be able to seamlessly identify, route, and switch interactions between agents and channels, while keeping all relevant data intact. Social media as a support channel remains the first choice for customers under 25, but has yet to gain the same trust and acceptance by other age group. It is absolutely necessary to have an effective social media presence, otherwise a brand might look like it is intentionally disconnecting from its customers. There is no doubt that digital channels are on the rise, and have been since the mobile boom. Greater access to information and the convenience of doing business on the go means that call centers must configure their applications to be agile and responsive. A digital transformation strategy is going to be the key as the cost of mobile bandwidth goes down, and omni-channel/machine-to-machine communications advance. Contact centers will see an increase in the number of implementations for performance management solutions. This is needed for both in-house and remote agents, as the option to work from home is now a reality for many growing call centers. In this issue, CIOReview presents to you 20 Most Promising Contact Center Solution Providers who have successfully helped organizations with their innovative offerings. These companies pride themselves on keeping pace with the latest technological advancements in this domain. We hope this issue gives you helpful insight into this market landscape. Sudhakar SinghAssistant Managing Editorsudhakar@cioreviewindia.comContact Centers Undergoing Digital Transformation PublisherOffice Editorial queries editor@cioreviewindia.com To subscribeVisit www.cioreviewindia.com/magazine-in or send email to: subscription@cioreviewindia.comCover price is Rs 150 per issueAshok KumarVirupakshi PattarAlok ChaturvediCIOReviewSr. VisualizerGroup Art DirectorVP - Sales & MarketingMagendran PerumalCirculation ManagerEditorial TeamCIOReview No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugheshpalya, Bangalore-560017S SivasankarVimalrajMaitreyeeCIOReviewEditorSudhakar SinghVisualizerAdvertising queriessales@cioreviewindia.comBangaloreTel 080 46441103DelhiTel 011 45992100Sales & MarketingAmrit SinghIndranil ChakrabortyRavi Kalgi Rohit RaghubanshiPrinted and published by Alok Chaturvedi on Behalf of BizprintMedia Technologies Pvt Ltd and Printed at Precision Fototype Services at Sri Sabari Shopping Complex, 24 Residency Road Bangalore-560025 and Published at No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugeshpalya, Bangalore-560017.Copyright © 2017 BizprintMedia Technologies Pvt Ltd, 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.Aarushi GhaiAnitha TLakshmi GSeena KennethShaheen SaikiaSuchita GonsalvesVinisha Paiva
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