What technologies have boosted the contact center? We are not saying anything new when we say that contact centers and call centers are part of a constantly changing sector. And there is more: the contact center sector has undergone numerous changes in recent times, mainly due to the health crisis and teleworking. A situation to which companies have had to adapt so that customer satisfaction was not impaired.

In this current context, in which Digital Customer Experience is a fundamental element, integrating the different technologies without losing empathy and the value of human contact when it comes to interaction with the customer will be what allows contact center companies to stand out from the competition. Therefore, in this post we detail three technologies that have driven the contact center. Keep reading!

1. CRM (Customer Relationship Management)

We can say that CRM can be considered the foundation or cornerstone of many contact centers, since it is here where all communication channels are connected between the company and its customers.

In one of our previous posts we explained the importance and different reasons for integrating a CRM in a contact center. And we would like to mention two more that we haven’t brought to the table yet: call recording and data protection. An essential technology when we talk about digital transformation in a contact center.

2. Artificial Intelligence (AI)

In one of our last posts we already highlighted the use of Artificial Intelligence to improve, personalize and streamline communication with customers. In this sense, predictions suggest that, by 2022, 70% of interactions with customers will involve the use of emerging technologies such as chatbots or virtual assistants. The use of AI and automated services can also help to reduce costs.

Of course, do not forget that artificial intelligence does not replace, far from it, the human value of customer service, but must be a complement for agents to provide better service to users.

3. Cloud contact center

We cannot forget the importance of the so-called Cloud Contact Center or cloud solutions. “The cloud” is a technology that provides multiple advantages to a contact center: cost savings, flexibility, greater adaptation to different needs and demands in customer service.

In the current situation, with teleworking and where outsourcing of call center or contact center services has become a very interesting alternative for many companies, the use of the cloud for call center management It is a key element for accessing to a single interface with the complete history of each client without having to be in the same physical location.

The cloud also makes the integration of the different communication channels (such as social media, WhatsApp or email, among others) much faster and easier.

Discover our ICR Evolution contact center software

Our EVOLUTION contact center software is, without a doubt, the best software for your customer care. Its intuitive functionalities will greatly facilitate the work of your agents, who only need to focus on the customer experience.

Do you want to know more? Request a demo of our omnichannel contact center software here!

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