The new technologies used by call centers have transformed the customer experience. Today’s cloud contact center solutions have driven increased customer satisfaction.
What Is Call Center Technology?
Call center technology refers to the category of tools that customer service centers use to handle incoming and outgoing phone calls. These technologies take advantage of a combination of hardware and software to talk to users.
Basically, it covers the range of technologies used by a call center team. Such features include call routing, call recording, and call distribution.
10 Call Center Technologies That Are Here To Stay
1) Automatic Call Distributor (ACD)
An ACD is a system that routes incoming calls to agents automatically. Calls can be routed according to different policies, such as shift-based or skill-based rules.
2) Interactive Voice Response (IVR)
IVR allows callers to interact directly with the phone system. For example, they can be directed to the correct department or access self-service information, without the need to speak to an agent. Unlike automated assistants, IVR systems are based on speech.
3) Customer Relationship Management (CRM)
CRM software stores business, customer, and sales data. CRM systems are only as useful as the data they contain. They are the source of intelligence for screen pops and other useful information telephony integration (CTI) functions. Training call center staff on the correct use of CRM is always the best practice.
4) Computer Telephony Integration (CTI)
CTI facilitates communication between phones and computers. Unlike physical switching, these solutions handle calls through virtual interfaces. For example, putting a call on hold, transferring and parking a call, among others.
5) Voice over Internet Protocol (VoIP)
VoIP is the underlying technology that facilitates telephone calls over the Internet. It converts the conversation into data packets and sends them over the Internet. VoIP serves as the foundation of a cloud-based call center.
6) Call Recording
It will always be necessary to listen to the calls to train the agents. Now everything is done through the cloud. Call recording allows contact center managers to train employees so they can improve their performance. It also allows the team to recall previous conversations on demand.
7) Mobile Functionality
Mobile applications offer call centers the option of managing calls on an agent’s smartphone. Since VoIP is not location-based like landlines, any modern smartphone with a 4G or Wi-Fi connection will work. A mobile VoIP application is a useful technology to add more fluidity to the team.
8) Voicemail To Email Transcription
Voicemail to email can convert voice messages and send them to an inbox. This call center technology uses voice recognition to convert voice messages to text. From there, it is ensured that voicemails are returned in a timely and efficient manner.
9) Virtual PBX
A Virtual PBX is a private telephone system that allows users to talk to each other. The different hardware components work together to provide connectivity to the telephone network. Contact centers also use PBX to manage routing functions for incoming and outgoing calls.
10) SIP Trunk
SIP Trunk allows you to connect your existing PBX with a VoIP service. It route calls through your Internet connection, not your local phones company. You can take advantage of the benefits of VoIP without having to invest in a completely new phone system.
The Future Of Call Centers Will Be Virtual
The concept of the contact center, as we know it today, could disappear. Companies will no longer want to cram employees into every square inch of office space.
Call center technology frees businesses (and employees) from their fixed locations. Cloud contact centers allow people to work from home without compromising call quality.
It’s time to invest in tools like Artificial Intelligence (AI) and machine learning to build lasting relationships with customers and employees.