The Emerging Call Center Technologies That Will Help Improve Customer Experience This 2019


Share on LinkedIn

emerging call center technologies

A new trend emerges in every industry yearly. In the BPO industry, for instance, the artificial intelligence or AI got the center stage. Experts even believed that it is going to be the next big thing — and it is quickly happening in the present.

For this year, there are also trends in the call center industry. Most of them talk about the different ways to appease consumers and clients. What we are going to list down is more on the technology side.

Top 3 Emerging Call Center Technologies To Watch Out This Year

1. Cloud center

Though some call centers already use this, many still haven’t integrated it into their processes. This year, it will spread even more. The BPO industry will invest in this technology as they will see it profitable and much cheaper than the current technology they use.

Not only it enables companies to use as many communication channels but it is also advance in many ways. Because many cloud contact center has automated technology, it helps reroute calls faster and makes sure that customers will not wait for a long time.

It also has workforce management tools that allow managers to access highly detailed analytics. Information like call duration, call waiting time, and agent idle time are all recorded and organized. More than that, it does not need hardware. It only needs the computer and the agents as all software are connected with the host.

2. IVR (Interactive Voice Response)

In relation to the first technology, Interactive Voice Response (IVR) can be a part of it. This automated telephony system can interact with customers to avoid a long waiting time. They reroute calls to the best agent available for a faster problem-solving that would lead to better customer satisfaction.

The IVR can also give responses that are appropriate to the method it was asked for. For example, it answers through fax, email, and or voice if it was contacted that way. It can also answer in other methods if it was programmed to.

Most IVRs can handle the customer alone. They are programmed to transfer data from a computer or particular software and solve the question a customer is asking. They also use keypad signal logic for better communication.

3. Voice-Powered Technology (VPT)

Lastly is the voice-powered technology. The infamous Siri and Alexa, for instance, are examples of voice-activated or powered technology. Siri is for iPhones while Alexa is from Amazon.

They are used like virtual assistants. As more and more people are using them, it is safe to say that contact centers should follow their customers’ lead and use this technology as one of their channels.

Like AI, VPT is feared by some. However, according to a 2017 study conducted by McKinsey, “voice-powered technology will not eliminate call center jobs but, rather, transform them in important ways. Ultimately, it will benefit businesses and consumers alike.”

Other Call Center Trends 2019

Omni-channel – no one can deny the power of multi-channel contact centers. As people have phones, laptops, and other devices, contact centers should also open more communication channels like live chat, social media, and email.

In relation to that, self-service should be one of the options or methods where customers can get the answers to their query. It is used mostly by millennials, who, in the coming years, will become the biggest purchase power.

Last is the work from home option for the employees. As cloud contact centers are created and devices could easily connect to it, an office might not be that important anymore.

However, these trends will only work if it does fit your business. If not, then do not ride on the hype train and just do your best to make your business grow.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here