For the past few years, data scientists are highly sought after to analyse data that can help organisations better understand their business, customers and trends. But, it looks like artificial intelligence-based solutions may be taking over that role in the near future.
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While voice interaction remains the primary communication channel in contact centres, the concept of an omni-channel is gaining popularity in Asia-Pacific, according to Frost & Sullivan.
With smartphone penetration and social media usage on the rise, an increasing number of organisations are working closely with system integrators and independent software vendors to implement the omni-channel platform. Their objective is to overcome the existing silo nature of communication channels and provide a consistent and seamless customer experience across voice, email, SMS, Web-chat, social media and real-time video interactions. In response, contact centers are transforming into ‘customer engagement centers’ with multi-channel strategies that are tightly integrated with mobile applications and self-service capabilities.
According to Frost & Sullivan, the market earned revenues of US$699.5 million in 2014 and is estimated to reach US$952.9 million in 2021 with a compound annual growth rate of 4.5 percent. The study covers automatic call distributors, outbound systems, computer telephony integration, interactive voice response, workforce management, call monitoring, speech technology and multimedia systems. Workforce optimisation and analytics are expected to lead revenue growth across these segments, driven by the continuous focus on contact centre operation performance management.
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Business intelligence and analytics are the top priorities of CIOs in Southeast Asia (SEA), according to a Gartner survey.Next on their list are mobile, ERP and cloud.
Eighty-four percent of CIOs in SEA recognise the need to adapt their leadership style in the next three years to succeed in digital business, compared with the global average of 75 percent. To achieve this, 69 percent said that they want to decrease their controlling approach to focus on significantly increasing their visionary and coaching attributes.
The annual survey covered more than 2,810 CIOs worldwide, representing more than US$397 billion in CIO IT budgets in 84 countries. It included responses from 117 CIOs from Indonesia, Malaysia, Philippines, Singapore, Thailand, and Vietnam.
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