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Contact Center market is expected to reach 17.19 billion dollars in 2030. And according to this firm, the factor that will drive growth is none other than the integration of these services in the cloud. For the user who calls a change, but on the company side it is a radical turn. It is what has been called Contact Center-as-a-Service (CCaaS), services such as virtual switchboard , online CRM systems and analysis or personnel management tools accessible from anywhere in the world mean that one of the barriers that more cost it has: an office is no longer needed.
These technologies, which on the other hand were key to keeping services afloat in the pandemic, allow any agent with only a computer or device connected to the Internet to carry out their work Vietnam phone number list as if they were within the four walls of the company. In addition to the flexibility and possibilities of family reconciliation for the employee, we are talking about a significant reduction in costs for the company since most of those related to hardware, structure, operating costs, etc. are avoided. And at the same time, it allows you to size the equipment at any time without having to think about whether there is space or not.
AI is here to stay Again, another technology that is not a promise, is already a reality. So much for the capacity of advanced voice recognition systems that allow elements such as the transcription of calls in almost real time or language analysis. Advances such as ChatGPT open the doors to a generation of chatbots capable of interacting so closely with humans that they will free agents from the most routine tasks to focus on processes with the highest added value or those that are more complicated to solve. The possibilities of this technology are still unexplored and allow us to think about services capable of, for example, closing a contract with a client or offering answers to requests for information without the user knowing that they are talking to a machine.