April 20196 Good customer experience has always been one of the significant aspects that determine the tenacity of a company. And thus, many new technologies and opportunities have begun to emerge today in the contact center space from artificial intelligence (AI) to machine learning and automation tools in order to help businesses scale their excellence in the marketplace. However, selecting different technologies and solutions that a company should purchase in the contact center realm can be a daunting task for CIOs. A traditional call center office needs extensive modification today; companies are hence making use of cloud technology and project management software to build a workforce that can work from remote locations. Such contact centers reduce overhead expenses and also facilitate the expansion of the existing workforce as hiring is not confined to an exact geographic location. Contact centers are also using AI to enhance existing interactive voice response systems. Together with that, AI-enabled speech recognition can identify words and tone of a customer and forward calls to a specific department or agent instead of a general queue. This approach ensures that callers receive a personalized experience. Moreover, contact centers are also using customer feedback through brief surveys, follow-up calls, or emails to measure agent performance and identify problem areas. Apart from these technologies, the use of voice biometrics is gaining traction. With traditional verification methods being prone to data breaches, voice biometrics offers a higher level of security for a customer's data. Overall, customer expectations are changing rapidly, and companies need to adapt to a generation that expects proactivity, personalization, and 24-hour accessibility. The future of contact center solutions will include the continued transition to the cloud and rising adoption of AI in an attempt to enhance performance. In this edition of APAC CIO Outlook, we are featuring a list of companies that offer innovative contact center technology solutions to help businesses optimize their services and deliver a better customer experience. Let us know your thoughts! Annie Johnson To subscribe to APACCIOOutlookVisit www.apacciooutlook.comArt & GraphicsAmelia StewartFlynn SmythToby LangtonSujay KManaging EditorAnnie JohnsonEditorialDelivering Personalized Customer ExperienceSenior WritersLane Adams Clara MathewRoyce D'SouzaEditorialAlfred MardinLouis BeckerRachael ClarkRoy ChowSwayamsidha Behera Copyright © 2019 ValleyMedia Inc. 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 thereof.APRIL - 25 - 2019, Volume 5 SE 14 Published by ValleyMedia Inc.*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffEmailsales@apacciooutlook.comeditor@apacciooutlook.commarketing@apacciooutlook.comContact usPhone: +1 510.996.5168Fax: 510-894-8405Annie JohnsonManaging Editoreditor@apacciooutlook.com
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