"The most exciting innovation in contact center technology today is speech analytics and what it's been able to accomplish already as it is adopted more widely. The business cases for effective implementation are strong, and are transforming both customer experience, as well as how contact center leaders are building and deploying teams to improve quality and engineer superior customer experiences with this powerful implementation of big data."
- Andrew Shockney, President, What Box Consulting Group, United States

"Social media platform. The excitement is the speed in which we can cross boundaries and reach the ends of the world in split seconds. People we reach out to or DON'T reach out to can be connected to us... that's simply amazing! We can't really pick our target market but instead reach beyond where social platforms are concerned"
- Irine Lopez, Director, ILO Simple Solutions Sdn Bhd, Malaysia

"It’s not just one technology, but rather, the merging of new and old communications channels into sought-after, seamless service. That’s where the future exists and customer expectations reside. Because shopping is fluid, flowing from mobile to online to in-store. Service might begin in one place to end thousands of miles away. As a result, customer experiences are expansive and ever-evolving. Commanding all channels is called for to create desired outcomes."
- Kimber Houlne, CEO, Working Solutions, United States

"Social Media. As every individual has an Media account these days, social media is one technology which will help improve the company by understanding the new market trends"
- Minnat Hashmi, Director, iTech Solutions, India

"Simulation technology because it is becoming easier to create workable models for centers to anticipate and test new ways of doing work without the traditional disturbances to day to day operations."
- Brian Zotti, Senior Vice President of Operations and Services, i CAN Consulting, United States

"In the immediate future, we see Intelligent Virtual Agents (IVAs) powered by AI/cognitive as one of the most promising technologies that has the potential to change the way contact centers operate. They provide instant and accurate responses to customer queries and eliminate the need for customers to wait on the line for the right human agent. IVAs can also enhance the agent experience exponentially by taking over repetitive and simple tasks, thereby ensuring agent time is spent on more challenging work. IVAs are emerging as a digital solution that can make it possible for the digital ecosystem within contact centers to work in perfect synergy. They can serve as a unified interface that collects information from across different digital solutions (such as IoT, RPA, and advanced analytics) and present it back to the user in a manner that is comprehensible and easy to understand – such as smarter and dynamic self-service."
- Shirley Hung, Vice President, Everest Group, United States

"Robotics. The fact that we can invest in technology that can help make our employees' jobs easier and free them up to engage customers further and drive greater loyalty excites me."
- Bob Tramontano, VP, Managed Services, NCR Corporation, United States

"Mobile first and contextual communications. For an example, we have a customer that by embracing mobile (rather than traditional phone) communications, there was a 50% cost savings and an 80% reduction in policy fraud."
- Eric Klein, COO, Cloudonix, United States