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Automobile

In the highly competitive automotive industry, features like product quality and reliability no longer serve to differentiate brands. Service is becoming the key differentiator and, in this customer-experience orientated business, the contact center is increasingly the hub of the customer’s relationship with the manufacturer. While experiencing fast-tracked growth, the automotive industry needs to keep pace with changing economic environments, evolving customer expectations, growth of new markets and emerging technologies. Companies in the automotive sector need to focus on building their core capabilities vis-a-vis spreading essential and limited resources across all functions of the organization and not getting process efficiencies as a result.