The Best Emerging Technologies In Call Centers

Today in the age of technology everything around us is getting smart and updated. Same goes with the call centers too. With the increasing adoption of automation, robotics, virtual reality, and artificial intelligence contact centers have become modernized with the increased ability of customer handling and management.

Still not convinced?

Now the customers can experience superior support with less wait time and all the agents are equipped with state of the art technology in order to provide complete satisfaction to the customers. Now the outsourcing industry is growing at an exponential rate and all the credit goes to the updated technology and modernization around the world. So let’s have a look at the emerging technologies in the call centers.

Smart Desktops:

Generally the contact center agents have to access multiple systems in order to access customer data and provide information to the customers. But with the help of smart desktops, the agents will get all the necessary information with a single sign in and get the help of smart guides which will analyze the conversation of the customers and provide the agents will suitable feedback.

So here is the thing.

Smart desktops reduce the workload on the agents by automating the process and provides with full customer information along with the necessary answers to the queries. This definitely increases the overall output and productivity of the call center and improves the conversation flow. Moreover, smart desktops can be really helpful in connecting agents with different departments and channelize the flow of information.

Internet of Things (IoT):

Internet of things is getting increasingly adopted in call centers. It enables a seamless connection between the products, call center system and computing devices with the help of internet. Internet of things also proves to be extremely useful in detecting problems automatically. So for example, if a certain device in a contact center is not working the system will detect the problem automatically and intimate the engineering department to take care of it.

And it doesn’t stop there.

With the help of this interconnectivity call volumes will definitely fall and the number of data sources will increase which will be available for analysis. This will automatically increase the proactiveness of the agents and they will have better customer engagement. While IoT is still at the development stage but several companies have already started adopting it in the hope of higher productivity and greater customer satisfaction.

Robotic Process Automation (RPA):

This is one of the prime most emerging technologies in call centers. RPA plays a significant role in automating manual processes beginning from call centers to back office and all other departments in the shortest possible time. If the simple daily routine processes can be automated then the agents can concentrate more on the critical work of higher importance. Sounds good, right?

Moreover,

RPA plays a critical role in increasing the overall efficiency of the workforce as it minimizes any human errors and prevents doing any costly mistake. It also relieves the call center agents from doing all the repetitive boring jobs again and again so that they can focus on other important jobs. Thus it increases agent engagement and provides a wonderful customer experience.

Passive Voice Biometrics:

Passive voice biometrics is an incredible technology and it plays a wonderful role in identifying the identity of the customers in the first few seconds of the conversation. In some cases, the identity is confirmed even before the agent picks up the call. Even this system is loaded with a fraud detection feature and it raises an alarm for the agent when it detects any kind of suspicious behavior.

Here’s another thing.

Passive voice biometric is more advanced than the traditional biometrics system and far more accurate and thus customer service representatives can provide seamless support experience to the customers.

Furthermore, the traditional verification methods can be speeded up with the application of this system and the contact center can provide secure service to the customers. Passive voice biometrics can also be used in providing self-serving functions such as voice signing documents, resetting passwords and access to secure systems.

Predictive Analytics:

Predictive analysis is one of the most interesting and emerging technologies that has completely changed the way traditional call centers used to operate. Predictive Analytics is done with the help of machine learning and artificial intelligence. It searches for patterns from the huge data flow related to the interactions of the customers and used them to find out critical business information.

Look - That's not all.

You will be surprised to know that this advanced system is capable of predicting the outcomes of interactions beforehand so that the agents can easily understand whether the conversation will lead to any sales closure or not. This will motivate the agents to work hard and deliver good customer service. Moreover, all these vital information will enable the customer service manager to brief the agents so that they can tackle the upcoming situation with the customers more effectively.

Softphones:

Softphones can come in real handy as it can be used to make calls from the computer without any need of additional equipment. The softphones come with simple and easy to use plug and play option and thus the call centers are replacing the traditional PBX hardware with softphones. The call center agents can take calls from anywhere using any device and can easily manage the calls from their workstations without the need for any additional equipment.

But wait, there’s more.

The softphones come loaded with other features as well which includes dashboard call status, personalized settings and call management options. Business process outsourcing become more dynamic with the use of softphones and the agents can deliver superior customer support.

Thus to conclude we can say that in the ever-changing world of superior technology nothing is constant. The technologies we have today become obsolete within a span of few years. So it is extremely essential that the call centers keep themselves updated and should adopt the above-mentioned technologies as soon as possible in order to provide top notch customer support.