Today’s flexible contact center is a big improvement over the traditional call center of yesterday—and contact center technology is the reason why. Omnichannel communication, better consumer data, and improved operations are just a few of the benefits that come with improved technology. But the best call center technology doesn’t just improve things for the customer; it also helps organizations and their staff. Contact centers have the tools to support agents in their work, leading to a better job experience and more time to provide quality service. All these changes represent improvements not just for the consumer, but the agent experience.
Technology is a great asset to organizations, but keeping up with technology can be a difficult, confusing task. This is no different for contact center technology trends, which are now moving quicker than ever before. But for organizations who want to stay on top of their game, managed services providers (MSPs) can be a great asset. While there are plenty of software solutions out there, it’s important to understand what your organization needs and what solutions can fill those needs. Read on to learn about the latest types of call center software, and how MSPs like InterVision can help you find the best solution for your contact center needs.
What Systems Do Most Call Centers Use?
Most contact centers today have migrated to virtual contact centers: cloud-based systems that provide more flexibility and features when designing a customer service center. This lets a contact center run the gamut of communication: not just telephones, but emails, instant messaging, and even video calls if desired. Call center solutions like ConnectIV CXTM powered by Amazon Connect open the door for more features, but also a way to set up custom workflows at an affordable price for organizations of all sizes.
Digital call centers can also collect more quality consumer feedback—in the form of real-time data. Through features like call recording, advanced analytics, and AI-powered data collection, contact centers have a more comprehensive view of how they’re performing with consumers. Agents can share information more easily and supervisors can better monitor what’s working in their contact center.
What Are the Three Types of Call Center Technology?
Call center technology is best divided into three categories: communication, analytics, and workflow. Let’s look at each of these and what contact center services these technologies enhance.
- Communication: It’s clear that the telephone should not be the only way for customers to reach your business these days—and for call centers, that means adopting more advanced communications technology. Email, text messaging, video conferencing, and third-party messaging are all possible channels for modern contact centers. Truly, call centers can—and must—develop multiple methods of contact with consumers.
- Analytics: While data never lies, it can only tell you so much if it doesn’t come from a quality, reliable source. And digital call centers get their customer information from the most reliable source in all of customer service: direct interactions. Call recording, call data, customer profiles, and AI-powered collection are some of the tools that virtual contact centers add to the toolbox.
- Workflow: Customer experience isn’t just about the customer, it’s also about the agents who make those experiences possible. Agents need the time and resources to do their job well; they also need to feel supported, empowered, and connected in their role. By adding more features, connectivity, resource sharing, and AI assistance for time-consuming tasks, agents will have more time to focus on what they do best: connect with the customer.
Focusing on these three categories of technology will help a call center transform its operations and greatly improve customer experience. What’s more, the advent of AI means a new world of possibility for data collection and self-service options. While AI is not a replacement for human connection, it can be a great assistant for operational tasks like call routing, data synthesis, and other essential parts of the contact center experience.
Want To Learn More About Call Center Solutions?
A world of possibilities lies ahead for contact center technology—but navigating that world isn’t always easy. For organizations looking to find the best software for their needs, an MSP like InterVision is invaluable to their search. InterVision is an expert in pairing organizations with the right software, whether that’s for customer experience, cybersecurity, or any other essential operations needs.
In the world of customer service, the time is now for innovation. Let our staff at InterVision help you find the right way forward for your organization. Schedule a call with us today; we look forward to working with you!
