Maximizing Customer Experience Quality and Minimizing Contact Center Complexities

76% Indians disassociate themselves from a brand if their response rate is low

• Indian customers today are growing mature. They value customer experience as high as the products or services offered by a brand.
• 87% of customers expect their brands to provide agile customer service and consistent experience irrespective of the channel used by them.
• Cloud Contact Centers are gaining popularity among businesses who want to bring down overall operations costs as well as provide quality and swift customer service.
• Many of the leading tech firms like Microsoft, Zoom have introduced their cloud contact center offerings keeping in mind the changing CX landscape.
• Several leading telcos in India too have started offering cloud contact center solutions by partnering with leading global contact center solution providers.
• Cloud contact centres played a significant role in India during the pandemic phase.
• State and central government agencies, healthcare departments across India were able to deploy cloud contact center swiftly to handle emergency situation.
• Cloud contact centres have been instrumental in bringing down overall Total Cost of Ownership for BPOs by more than 40%.

In recent times, cloud contact center solutions have evolved as new features are being integrated into these offerings.

Integration of features like artificial intelligence (AI) based systems, analytics and automation has helped in businesses exploring new possibilities using cloud contact center solutions.

The regulatory and compliance requirements restrict businesses in completely replacing their on-prem contact centres with cloud versions.

However, businesses are deploying these solutions for non-critical functions where agile customer service becomes a competitive factor.