Offering exceptional customer service is the primary purpose for contact centers, whether focused on inbound calls, SMS, chat, outbound calls, email, or social interactions. Depending on organizational needs, contact centers can implement various technologies – from basic to sophisticated.
Recent trends in call center technology, like AI and automation, make your small business’s daily call flow much more systematic and more comfortable to manage. New call center software features are necessary to keep support and sales teams efficient and profitable and to cut down on well-known call center obstacles.
We have outlined the critical contact center technologies here that you may want to consider for your business. These technologies can help companies rethink how they service clients to provide better service and utilize resources more effectively.
Call Center Technology- What Is It?
Call center technology includes all the software tools that help customer-facing agents and businesses operate efficiently through automation, customer relationship administration, and examining customer behavior.
Its goals include an improved customer experience, reduced operating costs, and increased productivity by providing more efficient communication and collaboration.
Call center technology refers to the tools used by contact centers for inbound and outbound phone calls. Such technologies leverage a combination of hardware and software to talk with callers, and such features include call recording, call routing, and call disposition.
There’s more to call center technology than handling calls and foreseeing costs, but we’ll get to that in a bit.
What Are The Most Used Technologies At Call Centers?
Private Branch Exchange
A PBX is an inside business phone system with various phones that share the same internet connection network. It’s a telephone system that switches calls between users on local lines while enabling users to share several external phone lines. The primary goal of a PBX is to save the cost of needing a line for each user.
The purpose of recording a call is to keep control and review the quality that customers are receiving from inbound and outbound calls. Administrators can then listen to recorded calls and live calls in real-time to assess personal performance.
Back in the day, call centers recorded phone calls through old-school cassette tapes, which was complicated. Call centers today now use Private Branch Exchange, and this has eliminated much cumbersome equipment.
A softphone is an app that offers typical business phone features and convenience. Anyone can install this Softphone app on mobile devices or computers, allowing anyone, but mainly you or your employees, to make calls over the internet.
Businesses that want to have their agents work from home do it with a VoIP softphone app. A VoIP softphone configures a normal computer to work as a phone line.
VoIP has become the norm for business phone service over the past years. Most, if not all, workplaces have decided to use VoIP over traditional phone lines because of its versatility. Agents can use desk phones or download an app to their computers or smartphones for more versatility.
Session Initiation Protocol (SIP) Trunking
If a call center isn’t ready for an upgrade, it’s possible to lower their costs with SIP trunking. A Session Initiation Protocol offers multi-channel calling through a current internet connection, and it’s is like a VoIP phone service but made for an office Private Brank Exchange.
Structured cabling is an infrastructure consisting of more minor, standardized elements. You can install structured cabling systems in infrastructures like houses, campuses, or across the business.
It’s this sort of network cabling that can help all of the rapidly advancing technology coming to the workplace.
Customer Relationship Management Software
Almost all the call centers save their data or information into a CRM system. Call centers provide their employees a CRM to store all their customer interactions, whether positive or negative. CRMs are compared to a way in which a business keeps track of the customer journey.
You can use various CRM tools like Salesforce, Freshworks, Nutshell, Infusionsoft, and more. You do not need to go with the most expensive; you only need to pick one CRM and then hone your skill with that one.
Pop-ups On Screen
When agents are receiving calls, they will see a pop-up window with the customer’s details. The pop-up shows the person’s name, account value, opinion, past interactions, and more.
The information received is based on caller ID, which is cross-referenced with the CRM.
Universal Call Queuing
Sometimes, there will be more calls than your agency can handle. When that happens, people will have to wait in “line” to speak to a representative. This system is known as a call queue.
Call queues or virtual waiting rooms are a way to let callers know about their estimated position, wait time, and relevant information. Customers can also schedule a call back if the time they’ve been waiting has already exceeded the expected time. Most modern call centers offer this feature but might limit the number of calls in queue.
The automated callback feature is one of the most notable functions people can take advantage of. Call centers can use their call center software to save precious time from customers.
The phone system holds their place and calls them when an agent is ready with a callback function. Most landline-based contact center solutions cannot do this, and that’s why adding this feature is a super convenient investment to alleviate the stress from waiting long periods on the phone.
Every call center should have actionable business analytics to analyze performance. Supervisors can forecast call metrics, call volume, and route calls based on reliable data. Call analytics enables call centers to provide workforce supervision, which enhances the customer experience. Today’s tools reveal insight into natural language or Neuro-linguistic programming (NLP) and speech analytics.
Looking for a team of professionals in the call center industry who can help you make technology decisions to grow your business? Contact Ring2Cloud today!
These call center technologies work collectively to decrease costs without losing functionality, and they even help businesses achieve a more satisfying customer experience.
Hot Call Center Trends
With the COVID-19 pandemic going on in today’s age, it’s an exciting time to run a call center. We live in an environment where consumer contact is more critical than ever due to the COVID-19 pandemic.
Here are some of the hottest call center technology trends this year:
1) Hosted PBX
Hosted PBX deployments were at $4.19 billion in income back in 2018, and that’s more than one-third of the global call center software market. By 2025, investigators predict it can grow as high as $9.50 billion.
As older technology becomes out-of-date, companies want to move to the cloud. Cloud communication systems have become attractive since their advanced characteristics are included.
Why are companies eager to switch to the cloud? Well, because a cloud-based phone system means limitless scalability across several working offices.
Virtual phone systems are also easier to operate for Server Message Blocks.
2) Increasing interest in consolidated communication.
The demand to work from home is growing. For that reason, businesses need to have reliable communication devices for everyday employees.
A combined communication solution like Ring2Cloud makes these digital channels in one place. Your agents can serve customers without asking them redundant, irrelevant questions. The workflow will be better and faster when you merge your office phone system, customer helpdesk, sales CRM, and group chat.
Team collaboration is now a vital duty for any call center business today. It’s better if you only use one app to have your meetings, and it grants every member of your workforce should be able to do their job without technology becoming an obstacle.
Related: Top 10 Advantages of VoIP in 2021
3) Uniformity across channels.
Today, customers expect that companies are responsive across many channels, and for obvious reasons. They hate repeating themselves when they switch programs.
A significant recent client service trend is the need for omnichannel assistance. Customers want a variety of channels to communicate with their agents.
Call centers trust telecom software in support of cloud unified communication systems, such as CRM, PBX, SIP, and automated callbacks.
Not only is it cost-effective, but it guarantees everyone is all on the same page when talking to customers.
Need help transitioning from your old phone to an advanced unified VoIP system? Call us at (215)7201793 or get in touch with our experts today!