| |MARCH 20195Office Editorial queries editor@cioinsiderindia.comAdvertising queriessales@cioinsiderindia.comBangaloreTel 080 46441103 To subscribeVisit www.cioinsiderindia.com/magazine-in or send email to: subscription@cioinsiderindia.comCover price is Rs 150 per issueAshok KumarSales & MarketingGarima AnandGroup Art DirectorMagendran PerumalCirculation ManagerEditorial TeamChitra MishraShiwani PrakashVinisha PaivaAnitha TLakshmi GCIOInsiderNo. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugheshpalya, Bangalore-560017Manjunath RVeena R PVisualizer PublisherEditorAlok ChaturvediEmmanuel Christi DasPrinted and published by Alok Chaturvedi on Behalf of SiliconMedia Technologies Pvt Ltd and Printed at Precision Fototype Services at Sri Sabari Shopping Com-plex, 24 Residency Road Bangalore-560025 and Published at No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugeshpalya, Bangalore-560017.Copyright © 2019 SiliconMedia Technologies Pvt Ltd, 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.VOL 2 · ISSUE 2 - 1 · MARCH - 2019Contact Center saw their scope in technology for the first time in 1960 via Private Manual Branch Exchange (PMBXs). They were giant switchboards operated by receptionists who manually connected calls to the proper extension. Decades after decades; and contact center finally met IVR. Contact centres always have been at the forefront in terms of the take-up and application of technology. That is a good characteristic to maintain. The game changing inventions of the personal identification number (PIN) and dual-tone multi-frequency (DTMF) signalling led to the first truly commercially viable interactive voice response (IVR) systems. All in the name of productivity, efficiency and cost-effectiveness. The proliferation in ownership of mobile (cell) phones, coupled with the accelerating capabilities of computer servers, meant that automatic speech recognition (ASR) also became both viable and necessary. The result is that today it's almost impossible to call a customer care hotline and not be greeted by a speech driven IVR.Speaking of development in approaches within the contact center facility, today's tech-enabled contact center thrives on connectivity served up with a side of engagement. `Engagement' is one of those words that's quickly earned a slot on your contact center's Buzzword Bingo card. It's corporate psychology that's overused and (often) abused. When contact center agents are more engaged at work, your business can optimize engagement with customers. The tools needed for better agent performance include training, feedback, and analytics. Having said that, self-service is catching up making a business wonder as to which is which? Self-service is the fastest, most cost-effective type of customer service. Studies of consumer feedback reveal customers prefer self-service over contacting a support agent. Self-serve tools include everything from video tutorials to FAQ pages to virtual agents. People want to solve problems fast. Most don't mind managing the process themselves. In this edition of CIO Insider we have brought together a certain number of contact center solution providers, who have studied and realized what's best for a business. And therefore, we confidently present the 10 most recommended contact center solution providers of 2019. We do not hope, but we guarantee that these vendors have some really interesting solutions to you some really interesting complex business bottlenecks.Let us know what you think. Emmanuel Christi DasEditoremmanuel@cioinsiderindia.comFrom PMBXs to IVR Systems: Customers have Come CloserEditorial
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