| | July 20194*T&C applyEditorialWith the advent of new technologies, communication is being redefined, be it the interaction with a customer or collaboration between employees. Organizations are implementing new technologies to improve their call center operations, and unified communications systems. Today's tech-enabled contact center thrives on connectivity served up with a side of engagement. Engagement is at the heart of the contact center, and that is not changing as we move into 2019. This one-time fad has evolved from trend to mainstay and it is redefining the modern customer-centric contact center. Voice interactions are increasingly replacing texting and keying in options. Voice bots are expected to make this scalable and easy. For example, we can expect voice bots to take over IVR, chat windows and text messages. They can schedule appointments for sales teams, qualify leads, ask the customers for feedback, give them reminders or help them to schedule, book or cancel their appointments, subscriptions, deliveries, and orders. When it comes to collaboration, unified communications systems have the potential to enhance and improve workflow in workplace, encouraging better engagement and performance from employees. Last year marked an inflection point for UC and collaboration (UCC) in the cloud. According to a report a 2019 Research Study, 67 percent of organizations now have at least part of their UCC applications in the cloud, while nearly one-third are all cloud. Considering the extent of adoption of cloud already, this proves that having UC systems in place has become a norm. In today's age of dispersed workforces and global communication, video conferencing also has emerged as an increasingly popular collaborative tool. With video, remote workers and mobile employees can communicate with their peers in a more immersive format. Contact centre agents are looking to leverage it to bring face-to-face support to customers. In this issue, CIOReviewIndia brings to you lists of most promising solution providers in these domains. These companies have proved their mettle in these segments with their innovative approach. We hope this issue gives you helpful insight into this market landscape. Sudhakar SinghEditorsudhakar@cioreviewindia.comCommunication Being Redefined VOL 7 · ISSUE 7-4 · JULY 8 - 2019 PublisherOffice Editorial queries editor@cioreviewindia.com To subscribeVisit www.cioreviewindia.com/magazine-in or send email to: subscription@cioreviewindia.comCover price is Rs 150 per issueAshok KumarVirupakshi PattarAlok ChaturvediGroup Art DirectorVP - Sales and MarketingMagendran PerumalCirculation ManagerEditorial TeamCIOReview No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugheshpalya, Bangalore-560017Vetrivel SSivasankar SEditorSudhakar SinghVisualizersAdvertising queriessales@cioreviewindia.comBangaloreTel 080 46441103Sales and MarketingAmrit SinghIndranil ChakrabortyRavi Kalgi Rohit RaghubanshiNagendra KumarPrinted and published by Alok Chaturvedi on Behalf of Bizprint Media Technologies Pvt Ltd and Printed at Precision Fototype Services at Sri Sabari Shopping Complex, 24 Residency Road Bangalore-560025 and Published at No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugeshpalya, Bangalore-560017. Copyright © 2019 Bizprint Media Technologies Pvt Ltd, All rights reserved. Re-production 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.Chitra MishraEmmanuel Christi DasLakshmi GNazish HussainRachana ShekarAnitha ThomasSuchita GonsalvesVinisha PaivaNoidaTel 120 4639300
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