April, 20206 When technology is at every doorstep, companies are on the lookout for any foothold that can push them one step ahead of their competition. Delivering excellent customer service and making sure that the consumer experience is memorable has become the new stage for competition in the market. In this playing field, the key to customer satisfaction lies primarily within the contact center industry. Face-to-face and simple voice interaction with customers has become a thing of the past when each new day brings in exponential spurts in the growth of technological innovations. The integration of technological innovations such as cloud, mobility, big data, and virtual agents has changed the face of contact centers.Also, the introduction of machine learning and artificial intelligence in combination with the cloud has enabled companies to provide 24/7 customer care with the scalability to integrate with CRMs and ERPs. Among other rising advancements are chatbots that are playing a pivotal role in delivering self-service solutions with familiar conversations. A true digital contact center will provide customers with a more comprehensive and holistic experience. The proliferation of technologies like artificial intelligence and unified communications has played an imperative role in raising the standards of customer experiences and service. Incorporating these innovations into their product portfolios, numerous service and consulting providers are empowering enterprises with the ability to improve customer service competency and drive new revenue streams.In this edition of APAC CIO Outlook, we feature a list of companies that offer innovative services in the contact center space, to help businesses optimize their services and deliver optimal customer experience.Annie JohnsonEditorialThe Evolution of Customer Service into an All Rounded, Omni-Channel EntityAnnie JohnsonManaging Editoreditor@apacciooutlook.comTo subscribe to APACCIOOutlookVisit www.apacciooutlook.comArt & GraphicsAmelia StewartRonald DonovanToby LangtonJie Ch'angManaging EditorAnnie JohnsonSenior WritersLane Adams Clara MathewRoyce D'SouzaEditorialAlfred MardinLouis BeckerRachael ClarkRoy ChowDai ShihDan StanleyCopyright © 2020 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 - 13- 2020, Volume 06 - Issue - 08 (ISSN 2644-2876)Published by ValleyMedia Inc.*"Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff"Emailsales@apacciooutlook.comeditor@apacciooutlook.commarketing@apacciooutlook.comSalesJames Williamjames.william@apacciooutlook.com
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