Cutting through Propaganda in Finding Real Solution is a Challenge

Scott Welch, EVP- Cloud Operations, Five9
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Scott Welch, EVP- Cloud Operations, Five9

Traditionally, contact center delivery models have always been on-premise. But over the past few years, with the increased use of cloud technologies, the contact center industry is witnessing a surge in the adoption for cloud delivery model for contact center technologies. Going by industrial statistics, the rate of adoption will only increase going forward. One of the prime trends in prospects creating a potential impact in the contact center industry is the use of Natural Language Processing (NLP). Enabling computers to derive meaning out of human language input through many of the advances such as real time speech analytics and voice recognition, this category of analytics has been helpful in driving actions in the contact center industry.

One of the other key trends pertaining to contact centers is the use of browser based real time communications. During the past, contact centers traditionally served voice interactions. However, with the advent of browser based real time communications like WebRTC, things have come out of the traditional way as contact centers now are increasingly adapting to newer technologies through mobile interactions.

The concept of BYOD seems to have created a long standing tradition, but businesses are still compelled in taking additional risks because of the limitations that are visible. Security solutions still have a long way with regards to the adoption and the cultural transformation that takes for corporate control over personal devices.

"Things have come out of the traditional way as contact centers now are increasingly adapting to newer technologies through mobile"

Finding Real Talent
Finding and retaining technical talent with dual expertise has been a heavy practice, especially in the contact center industry which has seen constant collisions between telecom and software. Another challenge has been of cutting through all of the propaganda and finding real solution along with addressing proper delivery models, security and regulatory concerns. Moreover the pain point also lies in opening up the creative thought process in managing technical talent along with smart business presence. Conducting path promotions and public recognition of ideas will drive more technical talent in expressing their creativity. Initiating brain storming sessions on how to tackle future problems and how to act in synergy within each other to keep the innovation alive and creativity going are some of the salient aspects in driving innovation. (As told to Derek James)

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