NOVEMBER 2019CIOAPPLICATIONSEUROPE.COM6EditorialPaving the Way for Smart Contact CentersContact centers are on constant evolution around the globe, adopting smart technologies and automating their standard processes to unlock an array of benefits--from improved customer service to lower costs and higher revenues. As customer engagement has become one of the most critical factors that can make or break your business, every enterprise is striving to perfect their customer care services. In the race to accomplish customer loyalty and retention, companies are embracing the latest technology to deliver exceptional customer experience 24/7, leveraging AI, RPA, and more to drive digital transformation and automation in their contact center operations. The proliferation of reliable web-based communication tools and real-time monitoring allows contact centers to employ multiple remote agents and virtual bots to manage different time zone requirements efficiently.Today's tech-savvy consumers demand new ways to communicate with companies, along with seamless customer experience across multiple channels. This requires contact centers to embrace omnichannel solutions and cloud capabilities, and leverage technologies such as AI to better understand their customers for delivering a proactive service experience. Businesses are now turning toward a more holistic customer engagement approach that uses unified omnichannel communication models--text, phone, chat, email, social, video calls--to offer personalised services to their end-users. In the wake of these technology transitions, we present you the story of Numintec, a pioneer in creating flexible and user-friendly intuitive solutions that boost contact center productivity by automating processes and enhancing user experiences. Headquartered in Barcelona, the company offers SaaS-based solutions for omnichannel communications in real-time that enable agents and supervisors to improve their contact center service across all channels.This special edition of CIO Applications Europe features a list of companies offering industry-leading contact center solutions that disrupt the status quo in delivering augmented customer experiences. Leafing through this edition will yield you with a clear idea on how to optimise your customer services and unlock the plethora of opportunities in the market.Joe PhillipManaging Editoreditor@cioapplicationseurope.comJoe PhillipCopyright © 2019 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.Editorial StaffBen Jackson Ezra BenjaminJames SmithCalvin JamesSenior WritersLeah JaneClara MathewRoyce D'SouzaSalesJennifer Stephenjennifer@cioapplicationseurope.com510.996.5125Graphics & ArtManaging EditorJoe Phillip*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffContact Us:Phone: 510.996.5125Email:sales@cioapplicationseurope.comeditor@cioapplicationseurope.commarketing@cioapplicationseurope.comNOVEMBER 01, 2019, Vol 03 - Issue 39 (ISSN 2644-2531)Published by ValleyMedia, Inc.To subscribe to CIO Applications EuropeVisit www.cioapplicationseurope.com Ronald DonovanDeclan Cole
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