The next decade is not only about innovations and growth, but also an era of technology coming to the forefront of everything. It is not a decade, but a ‘Techade’ and there is nothing more crucial than leveraging technology in its entirety. The contact center is one such industry that has evolved dynamically over the past two decades. From facing customer-centric problems with legacy systems to revolutionizing itself through cloud migration and cloud technology, contact centers are set to grow rapidly in years to come. 

A storm is brewing and several players in the market are gearing up to challenge themselves to face this storm. Contact Center as a Service (CCaaS) is taking the world by storm and helping businesses analyze their annual spending and help them improve productivity and revenue. According to the latest insight, 90% of contact centers have switched to the cloud to improve their financial flexibility over a traditional on-prem setup. 

By keeping customer experiences at the forefront, nearly 73% of contact centers have increased their personalization efforts to benefit the end customer. They are spending a lot of time and resources to analyze customer behavior and provide their outreach services via every social media platform. This has further led to nearly 57% of companies testing AI as a contact center tool to improve their customer interactions and offer better customer experiences. 

Traditional contact centers solely relied on human intervention to support and assess what the customer wanted. This led to several discrepancies in communication and networking. With the advent of technology in this space, we have seen a distinct increase in the way contact centers conduct business today. Reducing operation costs and increasing productivity is the top concern for all contact center leaders in this space. 

It brings us to ask the next pressing question, whether these companies can survive the competition and thrive. The ability to integrate their legacy systems into newer cloud technologies will prove to be a game-changer for all the players. It is a matter of knowing how and where to start. 

Through this special edition of CIO Insights, we bring together the thoughts and outlook of the leading contact center CIOs, CEOs, and C-suite executives to help us understand their challenges and how they have adapted their business to meet the growing customer demands. We have meticulously put together the technological innovations in this edition and hope it proves to be beneficial to everyone. We hope you enjoy reading this issue as much as we enjoyed putting it together.