CIOInsider India Magazine

Mas Callnet : Driving Innovation & Continuous Learning For CX Excellence

With the boom in e-Commerce, digital banking, and D2C models has accelerated this shift, companies now demand contact center solutions that go beyond handling high volumes. They want intelligent systems that can analyze sentiment, track customer journeys, and provide actionable insights in real time. AI tools like chatbots, voice recognition, predictive analytics, and virtual agents are becoming integral to contact center operations, helping reduce costs while enhancing service quality. India, with its rich legacy in the BPO sector and a growing pool of tech talent, is well-positioned to lead this AI-powered revolution. Among the pioneers in this space is Mas Callnet, a company that has spent over two decades shaping how brands engage with their customers. What began as a modest BPO operation has today transformed into a cutting-edge customer experience powerhouse.

10 Most Recommended AI-Based Contact Centers - 2025

AI-driven contact centers are becoming central to the modern customer experience strategy and, thus, with their implementation, an array of collateral impacts on other industries would follow. As organizations are engrossed in efficiency, personalization, and 24/7 service, intelligent contact center solutions keep on gaining demand. Underpinned by sectors like retail, BFSI, telecom, healthcare, and e-commerce, the market has exploded and is forecasted for double-digit CAGR growth over the near future. This transformation has been enabled by advances in natural language processing, machine learning, and speech analytics for real-time agent assistance, automated query resolution, and predictive customer insights. AI has come to offer reduced response times, decreased operational run-time, and better service quality, in turn, this boosts customer satisfaction and retention.
"AI-powered contact centers are not just transforming customer service, they're redefining the experience customers expect" On the other hand, cloud deployment models complement it further in adoption by providing them with scaling, flexibility, and cheap infrastructure. Significant companies have invested in AI innovation to remain at the forefront. Agents are being redefined and the customer engagement strategy has changed with omnichannel integrations, emotion detection, and AI-based coaching. As AI maturity progresses, the contact center is evolving from a cost center toward being a strategic business driver. Data privacy issues, algorithm bias, complex integration, and maybe even the fear of losing human jobs are still hurdles to be dealt with. Another constraint is the availability of skilled professionals to manage these AI ecosystems, which is lacking in most organizations. However, the AI contact center market has a glimmer of hope. Continuous innovation and regulatory clarity fill these present gaps, thereby providing ample opportunity for increased business growth and customer service digitization.
CIO Insider magazine in this issue presents a list of '10 Most Recommended AI-Based Contact Centers - 2025', who have leveraged their extensive industry expertise and experience in bringing innovative solutions to business. The following list has been prepared after being closely scrutinized by a distinguished panel of judges including CXOs, analysts and our editorial board.