Abstrait

Status review of Contact Center as a Service in India

Madhusudan KL, Dr. Paramashiviah P, Dr. Narahari NS

This research paper mainly discusses Contact centers as a service business segment, which is currently experiencing challenges from multiple stakeholders, both internal to the company as well as externally from customers. As customer goodwill is at stake, many companies have recognized the importance and value of hosted contact center solutions. These contact center solutions enable a company to retain critical assets – their contact center staff, and the associated centers in which they work – while enriching them with world class secure contact center tools such as automatic call queuing, workforce management, automated voice responses, quality monitoring and logging, through hosted technology. The hosted contact center as part of the business hub focuses on managing customer relationships along with its technology.Today‘s contact centers are increasingly complex but yet they are the cornerstone of many businesses and often the first point of interaction that a customer has with the business. Having a hosted contact center allows to focus on core business strengths and providing customers with an overall fantastic customer service experience without having to worry about the mechanics that enable providing that experience. Though the potential of the contact centers is rich in terms of its ability to serve the BPO business segment, it is not bereft of the security breaches and issues. Some of the data security issues are highlighted in this paper.