A contact centre also knowns as customer interaction is a central point of contact from which all customer contacts are managed. The contact center includes one or more call centers, but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management strategy.
In the customer centric market every customer wants their issues and concerns to be resolved in the quickest possible time. This is primarily due to fact that customers are now more informed, and have varieties of options to choose from. This has brought an evolution in customer service. The market has become, more saturated and competitive, companies are focusing on using different strategies to acquire and retain customers. Over the past years, online platform has made it easy and flexible for customers to switch because substitute is just a click away. With the launch of the various mobile apps, various digital start-ups have been coming up and taking customers away from long existing organisations, competition too intense. Because competition for customers is always high, customer service or customer experience have become a key factor to attract and retain customers. This has generated contact center, as the primary touchpoint for customers at B2C businesses. New technological investments are made to retain customers, and increase overall customer lifetime value. A contact center software manages customers with both voice calls and data applications such as e-mail, Web-based chat/instant messaging, and also included the capability to share Web pages sent to and from the customer.
The key factor driving the growth of contact center software market are contextual communications which has made contact between customers and companies driven by the context, Omni channel conversations interactions which means a continuous conversation regardless of which channel is used for each interaction and artificial intelligence in which chatbots supports the conversations with the customers rather than customer service agents. In addition, adoption of cloud services which is shifting capital expenditure to operating expenditure, avoiding costly infrastructure is another factor contributing to the growth of the market. However, rising concerns about customer security, poor cross-departmental collaboration are the factors may result as the restraining factors in the growth of the market.
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