A contact center is a powerful source of knowledge on what customers need, feel, and how they relate to a brand. The information generated from every interaction is a rich source of information. Processing it relevantly is vital for companies to take decisive action to ultimately improve business outcomes.
Technologies in contact centers over the last three decades have changed considerably. The early days saw the emergence of auto dialers, computer telephony, and campaign management software. More recently, Voice & Speech Recognition software and Biometrics, cloud integration and remote execution are making waves.
Here are the 5 technologies that will shape the future of contact centers globally:
Remote technologies: Executives working for a brand in the customer-facing arena have to be continuously connected to their markets for effective availability and reach. Due to the priority of achieving lower overheads, remote technologies are taking advantage of cloud communications, and it is becoming an indispensable part of the contact center business. Using mobile devices, the executives can access real-time analytics and stay connected to the customer’s circumstances and respond swiftly.
Intelligent call back: Although this is a basic and already-in-use concept, the scope to improve intelligence on whom to call and when is fast improving. A crucial supplement to the long-standing auto dialer technology, social, mobile, and cloud integration now bring greater scope for analytics to make the call-back mechanism highly nuanced. The data for such an algorithmic process may also include voice and speech analysis of previous calls.
Voice & Speech Recognition technologies are a rich source of data related to the caller’s emotions and performance of the executive.
Voice-based authentication: The mechanism of reaching a service should be easy, but highly secure. Voice-based authentication is one of the key elements replacing manual effort with machine-based intelligence, which can recognize voices individually and determine if the right person is on the line for access to subsequent processes.
Natural Language Processing (NLP): Natural language processing is the computing capability that makes human language recognizable to computers, and thus makes them capable of interacting with callers and resolving their queries. It makes contact centers efficient and knowledgeable, as, with the use of built-in AI and computational linguistics, computers can make sense of millions of calls and complaints, and suggest subsequent actions to executives.
Content and emotion analytics: Every call is a rich source of data that can be analyzed and put to use. Be it the caller’s emotions (neutral, angry, satisfied, etc.) or the brand representative’s content of speech and tone of voice, machines can be employed to study the results effectively for accurate decisions.
A note on some exciting developments
Driving efficiency and in-depth analysis of contact center performances, some recently used technologies include robotic automation, artificial intelligence (AI), sensor-based devices, and implants. Device-initiated communication and bots to resolve problems are also making new waves, as they completely do away with processes that earlier consumed human effort and time. However, in the next couple of years, contact centers should be ready with the five technologies mentioned here to make their business more efficient.
For an in-depth understanding of how technology in Contact Centres evolved over the last few decades and what the future has in store, click The Evolution and Future of Contact Centre Technology for the Whitepaper.