Thailand Contact Center Applications Market

reogma|Thailand Contact Center Applications Market

The bustling Contact Centers in Thailand is on the verge of transformation expected to grow at 7.4% to reach a Market Size of US$ 29.3 Million in 2025. The new and advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML) technologies such as Predictive Analytics has brought about a paradigm shift in the Contact Center Applications Market in Thailand and is set to augur well for the growth of the Market.

  • Definition / Scope
  • Market Overview
  • Market Risks
  • Market Drivers
  • Market Restraints
  • Industry Challenges
  • Technology Trends
  • Pricing Trends
  • Impact of COVID-19
  • Market Size and Forecast
  • Market Outlook
  • Technology Roadmap
  • Competitive Landscape
  • Competitive Factors
  • Key Market Players
  • Strategic Conclusion
  • Appendix

Definition / Scope

Contact Center application is a telephone system that allows companies and consumers to connect with one another. By delivering efficient communication through multiple platforms, such as speech, video, internet, chat, mobile apps, and social networking, contact center software enables companies to create and strengthen relationships with their customers and prospects. Organizations can improve their overall efficiency by optimizing inbound and outbound operations with contact Center tools. Furthermore, it provides organizations with a centralized network that allows them to track, analyze, and report on calls.

The list of these features that better describe the products and how they help meet business needs in the Contact Center Applications Market include

FeatureDescription
Call managementAgents can make both inbound and outbound calls. They can mute, unmute, and record calls as needed, as well as pass calls to another agent or forward calls to a different phone number.
Call routingAllows users with sufficient access to route calls to specific agents or groups of agents, ensuring that customers are linked to the appropriate individual.
Omnichannel routingAllows consumers to be connected with the best agent at any moment, regardless of the contact channel they are using (chat, email, phone, social media, etc.).
Automatic call distribution (ACD)Administrators may use this tool to assign calls to agents with unique skills and specialties.
Interactive voice response (IVR)Customers can use a keypad and voice inputs to communicate with a computer interface.
Predictive dialingTo save time, it automatically dials a set of phone numbers and filters out busy, no-answer, and disconnected numbers. Predicts when the right time is to make a call. Call routing is modified based on available agents, average handle time, and other variables.
ScriptingUsers can build scripts for both inbound and outbound calls, as well as edit the templates as appropriate.
Workforce managementAdministrators can keep track of agent schedules, time-off requests, workflows, and queues to ensure that no one is overworked.
Quality managementAllows managers to comment on and rate recordings for use in training and quality control. Provides real-time analysis of speech content and automates routine quality management tasks such as providing live input to agents, recognising stress levels, and automating repetitive quality management tasks.
ComplianceEnsures that outbound and inbound activities comply with state and federal do not call regulations.
Unified dashboardAllows managers to see agent activity, active calls, contact center performance, and more at a glance, without having to switch windows or scrolling.
Text-to-speechConverts text data into speech to allow agents to continue delivering information to customers as they work on their problems.
Speech recognitionCustomers may use interactive voice response to access self-service applications (IVR). Speech recognition of the current call pulls customer data and past contacts more easily, and helps in analysis of customers' calls (for example, in the case of repeat calls) to pinpoint the root cause of a problem.
Speech analytics integrationIt can be used to help agents better understand customers and for coaching. The sound of a customer's voice can be used to detect tension, satisfaction, and other emotions, as well as cross-selling and upselling opportunities.
Conference callingAllows agents and additional services to be added to a call in order to better support customers.
IntegrationIntegrates with other types of business software, including customer service, CRM, marketing, file sharing, and productivity tools, for seamless data transfer and quicker access.
Contact managementContact information and customer interaction histories are stored so that agents can access them quickly during customer encounters.


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The bustling Contact Centers in Thailand is on the verge of transformation expected to grow at 7.4% to reach a Market Size of US$ 29.3 Million in 2025. The new and advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML) technologies such as Predictive Analytics has brought about […]
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