Contact Center Technology

By Pha Lo
Updated: August 17, 2011

Contact centers serve as a critical point of the business process, handling customer queries and resolving issues that impact success. Over the years, the role of the call center has grown in both range and scale. To that end, technology must keep pace.

Here we look at some of the technology adding value to today’s contact center.

Phone systems:


When it comes to equipment, phone systems are the foundation for success in the contact center. These systems are responsible for routing hundreds or thousands of incoming calls to the right section or specific agent within the contact center. But phone technology doesn’t stop with simple call routing. In her book The Telecom Handbook: Understanding Telephone Systems & Services, author Jane Laino explains different features that impact the efficiency and success of the call center. These include intelligent call routing systems which recognize priority callers and provide even call distribution to agents in different groups, intelligent agent interaction, emergency call recording and intelligent queuing.

Equipment:

It’s not just phone systems that are at the center of technological innovations. Equipment such as phones, headsets, desks and chairs are also important for productivity and to provide quality service to callers. When working to upgrade technology, consider the equipment and hardware that compliment software and phone systems. Computers are also a critical technology asset available to every agent. Computers can be one of the most costly expenditures. At the same time, depending on the use of computers and computer technology integration with call handling, this piece of equipment can also be one of the best long-term investments for call centers.

Software:


At the head of the pack in the call center world, you’ll find the integrated center. In these contact centers, software serves multiple functions by allowing analysis of calls to determine cost-savings and to improve quality. Imagine culling information from data stored on a desktop or internal library system and matching it to the content of a call, reducing resolution time and improving customer satisfaction--that’s the integrated call center. Features beyond call routing include automated processes, such as information for callers about wait time, real-time statistics for supervisors, integrated voicemail, integration of information from internal computer systems right to the desktop and call routing to remote agents. From tracking metrics to helping make cost-cutting decisions, software plays an important role for call center management.

Whether a contact center is looking to start anew with equipment and technology or simply upgrade, it’s important to assess needs and invest in tools that will allow for long-term scalability and innovation.

Featured Research
  • The Role of Self-Service in Modern Contact Centers

    By 2020, 85% of customers' relationships with companies will be managed without any contact with human services representatives. What does that mean for your business? The data shows that companies need to offer effective self-service options in order to remain competitive. However, many contact centers are confused about how their core contact center software fits into self-service. more

  • Tips and Tools for a Positive Contact Center Environment

    When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees. more

  • 10 Tips for Scaling Your Contact Center Solution

    You might think that scaling your contact center involves just hiring more agents. While that might be the super simple solution, it isn't necessarily the correct one. As with any other aspect of your business, it is imperative to take the time to figure out what exactly your contact center will need in order to perform at its best. more

  • The 12 Vital Skills of Successful Contact Center Agents

    It's no secret that contact center agents have one of the most demanding jobs around. On a daily basis they are interacting with angry and stressed-out customers and working with them to explain technical details while fulfilling administrative duties. When looking to implement or update a contact center, there are certain practices to avoid and certain practices to make sure to implement if you want your business to find success. more

  • Cloud Contact Center

    Chances are you've thought of investing in a cloud-based contact center, and rest assured you aren't alone. The cloud-based contact center market is predicted to grow at an annual rate of 23.6% from $5.43 billion in 2016 to $15.67 billion by 2021. There are significant advantages to utilizing a cloud-based contact center and these range from cost benefits, functionality, and strategic value. more