DECEMBER 2020CIOAPPLICATIONSEUROPE.COM6EditorialA New Age for the Contact CenterContact centers have seen a lot of modernization in recent times to keep up with the rapid pace of technological advancements. Adoption of artificial intelligence and analytics in the contact center market has opened new realms of opportunities for the vendors to provide seamless customer experience. Whether it's handling and routing basic inquiries through self-service tools and chatbots, or using AI to improve reporting and predictive modeling, AI will be essential in delivering great customer experience to customers. In addition, AI is also being used for automated messaging to improve the operational efficiency of contact centers. Analytics provides both customer and employee insights to enterprises and they can use this information to address issues related to customer experience or employee performance. Contact centers are migrating to the cloud and this means businesses can improve the reliability of local service as well as faster upgrades and functionality. For customers, this means access to knowledgeable support agents who have access to real-time data about the customer 24/7. In this edition of CIO Applications Europe, we bring you the story of some of the most promising contact center solution providers that deliver the best outcomes for their clients. This edition also offers a combination of thought leadership from subject matter experts with real-life stories on fostering robust partnerships and exclusive insights from CIOs and CXOs. We hope this edition will provide you with the right assistance in choosing the contact center solution provider according to your requirements.Let us know your thoughts!Royce D'Souza Managing Editoreditor@cioapplicationseurope.comRoyce D'SouzaEditorial StaffBen Jackson Ezra BenjaminJames SmithCalvin JamesSenior WritersLeah JaneClara MathewJoe PhillipSalesJennifer.Sjennifer.s@cioapplicationseurope.com Graphics & ArtRonald Donovan*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffEmail:sales@cioapplicationseurope.comeditor@cioapplicationseurope.commarketing@cioapplicationseurope.comDECEMBER - 25 - 2020, Vol 04 - Issue - 37 (ISSN 2644-2531)Published by ValleyMedia, Inc.To subscribe to CIO Applications EuropeVisit www.cioapplicationseurope.com Copyright © 2020 ValleyMedia, Inc. 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 thereof.Managing EditorRoyce D'Souza
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