The proliferation of digital devices is rapidly changing the dynamics of customer service and customer experience.
Digitalization and Cloud-based Contact Centers have had a tremendous impact on contact centers in redefining customer experience and how customer journeys are becoming increasingly personalized. The maturity of cloud-based platforms and associated benefits offered in terms of technology features, business continuity, rapid time-to-market, commercial models and operational efficiency has made contact center-as-a-service an attractive and viable value proposition.
Infosys believes that the next generation contact center will not be a mere touch point for customer service, but will transform into a customer engagement platform, which will deliver a personalized customer journey across channels by utilizing the power of Artificial Intelligence (AI) / Machine Learning (ML).