Indian Contact Center Applications and Services Market, Forecast to 2022

Businesses Seek New-age Contact Center Technologies Such as Analytics, Artificial Intelligence, and Advanced Workforce Management to Enhance Customer Experience
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Published: 22 Feb 2019

Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the underlying sentiments that customers hold against the company. To do this, businesses are looking to create multiple touchpoints, where they can interact with their customers more often and work towards the betterment of company-customer relationship. To take the customer experience to the next level, businesses are set to invest heavily in new-age contact center technologies. Firms are demanding the integration of new capabilities into their contact center infrastructure, which not just improves customer satisfaction towards brand, but also increases their agent productivity and efficiency. To cater to these demands, contact center solution vendors/service providers are transforming and enhancing their offerings. Vendors/provider companies are building new capabilities that largely revolve around predictive analytics, artificial intelligence (AI), and and machine learning (ML). With these enhancements, contact center vendors/service providers want to help businesses to transform their cost centers to profit centers. While the demand for on-premise contact center solutions continues to grow, the adoption of cloud-based contact center services (also known as hosted contact centers) will grow at an ever faster rate. Both large enterprises and small and medium-sized businesses (SMBs) have been adopting cloud-based deployment models. However, service providers would have to address integration-related issues/concerns that are generally expressed by existing contact center users who want to implement cloud-based versions. In terms of offerings, applications such as Workforce Management (WFM), Quality/Call Management (QM), and Contact Center Analytics (CCA) are experiencing higher demand than traditional applications.

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