Description
The
global call center software market is projected to rise to a remarkable
valuation by the end of 2022. Call center software offer features such as call
recording, quality monitoring, and agent scripting, which help in enhancing
productivity. The software is used to oversee and track the performance of
employees
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Organizations
operating in different sectors are striving to offer seamless customer
experience in order to stay ahead. They are banking on call center software to
enable intelligent communication with their patrons to ensure customer
retention. For instance, in October 2017, Emory Healthcare implemented Kyruus’
ProviderMatch software in its call center and consumer website to deliver consistent
and efficient patient services across the enterprise. The software helps in
augmenting call center efficiency by combining several separate scheduling
workflows into a single solution. This solution offers search capabilities to
render it easier to match the needs of patients with right providers while also
allowing patients to schedule appointments online
While
artificial intelligence (AI) is becoming mainstream in various verticals, the
technology is expected to strengthen its footprint in the call center software
segment in coming years. To put this in perspective, a Boston-based startup,
Cogito, implemented AI in its offering to provide call center employees
real-time feedback, thereby offering a better experience. The technology
incorporated is emotionally intelligent and thus, has the potential to identify
poor customer experience. Based on data recorded and analyzed by the call
center software, it will guide employees to seem calmer and more empathetic.
Hence, product innovation through implementation of smart technologies can
provide an upthrust to the market.
Increasing
combination of automation with in-bound and out-bound operations can provide a
fillip to the global call center software market. Growing focus of
organizations on delivering improved customer experience through multiple
channels is anticipated to propel the market. Rising inclination toward cloud
infrastructure can also work in favor of the market. However, challenges faced
in integrating novel solutions with legacy systems and managing security can
dampen market growth, according to a report added to Radiant Insights Inc.
U.S.
will be a key revenue contributor to the market through 2022. The growth of the
region can be attributed to growing adoption of mobiles, analytics, cloud
technology, and social media among organizations across various industrial
verticals
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Some
of the prominent companies in the market are Calabrio, Inc.; PanTerra Networks;
Innitel Telecom; Snapforce Technologies; and Primo Dialler
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