August - 2016 - Special issue > CEO Insights

Five Contact Center Industry Advancements You Must Know

Saket Setu, CEO, C-Zentrix

Wednesday, August 31, 2016

Forward

Headquartered in Haryana, C-Zentrix is a Cloud platform that enables the SMBs in the B2C segment to setup contact centers varying from 500 seats to 5000 seats or more. Its complain management and lead management solutions help businesses to provide a better experience to their end customers.

In the mind of a consumer, a company's brand is as strong as the speed and usefulness of response it offers to their queries. To be sensitive towards consumer needs, companies therefore must have contact centers that are modern, responsive and most importantly, helpful.

Traditionally, contact centers are concentrated on voice-business. Remember, they were known as 'call centers' earlier. They focused on offering services at the lowest possible cost, turning the whole industry highly price-competitive. From Mexico to India to China to Vietnam to Philippines - the low-cost advantage has been shifting continuously.

For India to maintain its leadership position, companies must focus on high-value businesses and on digitalizing their consumer-connect. Technology-driven advancements can help India maintain its strategic edge in the market which is over populated by price-warriors. Let's examine these advancements that promise to transform the contact center industry soon.

- Omnichannel Approach: According to Dimension Data's 2015 contact center benchmarking report, digital interactions account for over 35 percent of all the customer interactions. The report predicts that digital interactions will overtake voice interactions in two years and non-voice traffic will grow by 87 percent. Going forward, contact centers will need to develop multi-channel capabilities such as web chat, email, video chat and social connect, besides voice-communication.