2017 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. With advancements like unified omnichannel communications and machine-to-machine communications via the Internet of Things (IoT), a forward-looking contact center industry is expanding with a furious rate and as a result, the consumer space is changing very dynamically. For enterprises, contact center remains a key channel for client engagement and support. Contact centers have evolved from legacy standalone operations deployed over a single channel to a multi-channel. Gone are the days, when contact centers were deployed across multiple sites and specialized infrastructure—today—enterprises are tapping into cloud to resolve customers’ challenge faster.
So for contact center industry the message is clear to incorporate digital medium in overall engagement. Industry experts believe, Big data and Call Center Analytics will be the biggest trend to reshape the call center industry in the next five years. As organizations adopt self-service and digital solutions, pressure mounts on brands to offer excelling customer service. Contact Center provides one of those additional hands to assist the customer. It is no surprise that staying up-to-date on these new technologies and select the best vendors from the bazillions that offer Contact Center Solutions.
The current edition of ES Outlook brings to you “Top 10 Contact Center Services Companies 2017”. The list highlights some of the most prominent organizations of the industry who are capable of leading their clients towards excellence by supporting beyond an advisory level. The proposed list aspires to assist individuals and corporations to find the right Contact Center Services Provider, who suits their specific requirements, and help them accomplish their projects.