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March - 2016 Issue

Cover Story
Author: Sudhakar Singh
Several large forces impact the banking industry today, including consumer behavior, regulatory expectations and proliferation of new technologies. Banks are relying on new technologies more than ever to successfully navigate this environment. Digital revolution is one of them. It has the... more>>

In My Opinion

By Vikalp Sahni, CTO, Goibibo
Collaboration and team-work have always been a key to success for any organization. Without these, it becomes hard to cut the chaos and... more>>

Company Spotlight

By Seena Kenneth
Today, a colossal number of technology applications are available in the market to help call centres function more effectively. Owing to... more>>
By Bharadwaj Sharma
Customers always seek for continued support from their vendors. As many companies have customer base in different parts of the world,... more>>

20 Most Promising Call Center Technology Solution Providers 2016

By CR Team
The application of open source technology in call center realm is increasingly enticing enterprises for a sustainable business growth.... more>>
By CR Team
As technology advances, organizations demand for aggregate solutions that can reduce operational cost and complexities, bring accurate,... more>>
By CR Team
As technology advances like SMAC gain momentum, call centre solution providers are adapting to the growing demand of social media... more>>
By CR Team
It is imperative to implement foremost practices to ensure confidentiality of all communication and data in contact centre landscape. As... more>>
By CR Team
As technology advances, enterprises invest enormously to improve quality for a seamless customer experience. Being one of the best BPO... more>>
By CR Team
Today’s contact centers have disparate technologies in place. The challenge has been to effectively integrate various technologies into... more>>
By CR Team
The Call Center industry is growing tremendously and this rapid growth can be attributed to several capabilities of call center solutions... more>>
By CR Team
The contact centre market in India is identifying an increasing drive towards quality of customer experience. Demonstrating high levels... more>>

CIO Insights

By Suman Basu, President IT & CIO, Viraj Profiles Limited
A typical dilemma of CIO of a SME to Mid-size industry is to keep a balance between Business Needs vs Business Fundamentals. Most of the... more>>
By Supantha Banerjee, CIO, PSC Metals, Inc.
Gone are the days when a customer service call started with, “what is your order number?” If John Doe calls, now conversation starts... more>>

CXO Insights

By Roop K. Lakkaraju, EVP, CFO, and COO, Support.com
If you were to draw a diagram of the lifecycle of a tech support episode in a reasonably sophisticated contact center, you'd see a... more>>
By Kenny Ye, MD, UCWeb India
The 2015 calendar draws to a close, and, as is ritualistic practice, we are all talking about trends and technologies that will shape... more>>
By Vivek Naidu, VP-Information Management, Kodak Alaris India Pvt Ltd.
In today’s robust and competitive business environment, organizations are constantly looking at streamlining business processes to... more>>
By Arun Kundu, Professional Services, Asia Pacific & Global Strategy, Verizon Enterprise Solutions
In the much-hyped world of the Internet of Things, the industry continues to focus on the number of connected devices and machines that... more>>

On The Deck

CXO Insights

cxoinsight

Systems Engineering practices and Improved...

By Govind Ramamurthy, CEO and MD,MicroWorld Technologies
cxoinsight

IQT: Unlocking the full potential of IoT IQT...

By Ravinder Pal Singh,Director, Digital Cities & Mega Projects, Government Segment, Dell EMC Commercial
cxoinsight

Supplier Sustainability New Frontier of...

By Kanishk Negi, Global SCM Sustainability Manager, ABB

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