Contact Center Technology: From Must-Have to Cutting-Edge


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Busy contact centers handle millions of conversations across multiple channels each year. This means any improvement that resolves calls quicker, even if only by a second or two, can result in thousands of hours saved each year—and that translates into improved customer services, lower costs, and more efficient operations overall. 

Below, we’ll take a look at some of the technologies that can make this a reality. These essential, premium, and cutting-edge contact center technologies can play a key role in the optimization of your contact center both today and in the future. 

Essential Contact Center Technology

First and foremost, you’ll want to make sure that your contact center has all of the fundamental technologies to lay the groundwork for success. As long as you have the following elements, your contact center will be set up to operate smoothly, efficiently, and accurately. 

  • Customer relationship management (CRM) integration helps businesses manage and track customer information in one unified and streamlined location, making it a crucial tool for improving customer service and cutting down response time for customer issues. 
  • Call queuing technology helps contact centers organize their incoming calls, simplifying the process of improving call resolutions and cutting down on call wait times. 
  • Call recording has many uses for contact centers, including training material for new hires, dispute resolution with customers, and providing opportunities to gain useful insights. 
  • Automatic call distributor (ACD) systems answer and route calls to the specific agent who is best suited to resolve an issue, cutting down on wait times, boosting efficiency, and improving customer service. 
  • Interactive voice response (IVR) is a form of automated technology that lets incoming callers get the information they need without having to talk to an actual agent, lessening the burden they have by reducing call volumes and providing faster resolutions. 
  • Intelligent callback technology allows customers to hang up and be called back by an agent later on so they don’t have to wait in a call queue, leading to improved customer satisfaction and a less hectic call volume for agents. 

Premium Contact Center Technology

Embracing premium technology is another way to improve your contact center efficiency. Keep in mind that these advanced tools are not necessarily new or uncommon—they just tend to cost extra or in some cases are limited to premium subscribers. 

Auto dialers

Auto dialers are a type of software that automatically dials outbound numbers for agents. 

This technology is very useful since it boosts productivity and efficiency for call agents, as they don’t have to do the manual grunt work of dialing outbound numbers all day long. 

There are several types of auto dialers, including progressive, predictive, preview, and agent-initiated versions. The best one for your business will depend on your business needs and the kinds of calls you tend to make. In any case, auto dialers are most useful in situations where agents need to make a high volume of outbound calls throughout the day. 

Voice over Internet Protocol (VoIP)

VoIP technology allows users to make calls over a broadband internet connection as opposed to traditional landlines, and it’s an increasingly common form of technology that’s been widely adopted by contact centers in recent years. 

The benefits of VoIP include reduced costs, the ability to leverage a remote workforce, a high degree of scalability, and greater portability compared to landline phones. 

Generally, VoIP is most useful for businesses and organizations looking to cut costs and shift towards a more flexible, dynamic workforce with a smaller footprint. 

Call analytics

Call analytics technology is vital for having a better understanding of the customer journey, gauging performance, and obtaining insights into valuable metrics. 

With a call analytics system, you can gain a detailed look into KPIs such as call volume and resolution time. You can also view historical data, generate reports, and gather information necessary to make key decisions. 

Adding analytics to the mix can be a great choice for businesses and organizations looking to gather more data quickly and efficiently, as well as those looking to optimize their call centers with data-backed decision-making.

Email response management systems

Email response management systems gather, analyze, and organize email inquiries submitted by customers and then route them to the right team for an appropriate response. 

This technology offers many benefits, such as faster email response times, improved customer satisfaction rates, and a more streamlined email response process overall. It works especially well for organizations and businesses looking to lighten the load for their agents—as well as those looking for small ways to improve their email response times, accuracy, and customer service quality. 

Cutting-Edge Contact Center Technology

Finally, the following cutting-edge technologies can also play an important role in optimizing your call center. While these are newer and more experimental technologies at the moment, they’ve already proven to be very effective in many use cases, and they show a lot of promise for those looking to invest the time in them. 

Conversational AI

One of the newest and most powerful tools for optimizing a contact center is conversational AI, which is a type of technology that uses artificial intelligence and natural language processing to understand and simulate human conversation. 

Typically used in the form of chatbots, conversational AI’s many advantages include lower costs, reduced response times, and improved customer satisfaction rates. Furthermore, it can also reduce the burden on human agents, ultimately leading to less burnout and turnover. 

Although chatbots are the most common form of conversational AI used in contact centers, other examples include voice assistants and full-fledged virtual agents. 

Cloud-based technology

Cloud-based technology is another cutting-edge form of technology that’s become increasingly common across contact centers. 

By leveraging cloud technology, contact centers can increase their mobility and flexibility, reduce costs, and scale more efficiently. It’s a great option for companies looking to reduce both their expenses and physical footprints, leading to greater workforce agility and geographical reach. 

Omnichannel contact centers

Omnichannel support is a powerful tool for contact centers for many reasons, but the main reason is that it consolidates everything for agents in one single place. 

While multichannel support is common for phone, video, chat, email, SMS, social media, and the like, the problem is that it lacks integration—leading to confusion and inefficiency for both agents and customers. 

Meanwhile, omnichannel support is able to link all of these communication channels together seamlessly, leading to better customer support, reduced response times, and improved outcomes overall. 

Real-time transcription

Many contact centers can gain a serious competitive edge with real-time transcription, which automatically transcribes voice and video calls into a text-based transcript format, giving agents and other stakeholders access to calls for review. 

This can help clear up post-call confusion, improve record-keeping, enable more accurate note-taking, and make customer service more seamless overall. It’s typically a good investment for contact center operators looking to reduce errors and help make the customer journey more seamless and accurate for their agents. 

Recall technology

A new but increasingly popular system for contact centers is recall technology. 

With recall technology, agents can quickly edit or delete messages and emails that contain mistakes, inaccurate information, and other errors. This improves customer service and the accuracy of information between agents and customers, making it a worthwhile investment for contact centers seeking to improve their customer relations and communications. 

Social media customer support integration

Finally, social media customer support is a newer but vital feature that has been adopted by many contact centers over the past decade or so. 

Customers largely expect support via social media nowadays, so providing social media integration with your contact center technology offers additional communications integration, improved customer service, and another way to reach customers quickly. 

This type of technology should be seriously considered by contact center operators looking to reduce customer response times and expand their communication options for customers. 

Improve Your Contact Center Technology for Better Results

Running an efficient and timely call center isn’t easy, but certain technologies can make it a lot easier. By investing in the right ones for your particular business, your call center can cut costs, save time, and improve overall customer satisfaction. 

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