Contact Centre Technology 2019 - Your Complete Guide to Read Before Setting Up One
Contact Center Technology in 2019 - What you need to know
Regardless of the types of contact centres you are operating, providing the best customer service is the primary goal.
This guide will equip you with the right knowledge about the different technologies a contact centre can implement. If you are planning to set up one, this is a must-read for you.
[Related Articles] Contact Centre Trends You Need to Know In 2019
Automatic Call Distributor (ACD)
The Automatic Call Distribution(ACD) telephony system used in contact centres helps handle a large volume of inbound calls and naturally route them to the respecitive contact centre agents.
Based on a set of criteria that dictates how each call should be handled and directed, ACD directs all inbound calls and guides the caller to the most qualified agent in the shortest possible time.
In the ideal scenario at contact centres, every call should be answered by an agent. However, such a scenarios are rare!
This call-back system comes in handy and allows the caller to select the call-back option when the estimated wait time is high to prevent waiting in queue on the phone. An agent then calls back once he/her is available.
[Related Articles] The Changing Face of Contact Centre & Customer Experience
Computer Telephony Integration (CTI)
Computer Telephony Integration (CTI) enables computers to interact with telephone systems and vice versa. This technology is primarily used in contact centres where agents can use their computers to manage all inbound and outbound calls.
For example, whenever an agent receives an inbound call, the caller's information and call history will be reflected on the agent's computer. This provides the agent with the right information needed to solve the problem, offering a pleasant call-in experience.
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers and using the collected information to determine the most qualified agent to solve the problem. Both voice and keypad input can be used to provide the responses required for the information collection. This offers a self-serve option for callers to input the necessary information without the intervention from an agent.
[Related Articles] Complete Guide to Humanising Customer Experience
As the name suggests, Universal Queuing refers to placing all inbound calls into a single waiting list regardless of the methods used to contact the centres, such as phone, email, chat, social media, etc.
This unification allows consistency in each interaction between a customer and an agent. It is also a great time saver as agents need not switch between platforms to respond to various inbound enquiries.
A predictive dialer primarily used in outbound contact centres, automatically dials from a list of phone numbers and only calls that are successfully connected will be routed to an agent. The dialer has the ability to detect busy signals, voicemail, unused phone numbers, no-answers and many more, saving the agent's valuable time by eliminating those phone numbers.
What sets predictive dialers apart from other automatic dialers? A predictive dialer is able to predict an agent's availibility to take the next call and then proceed to dial the numbers on their behalf using the call statistics. This provides agents with a constant stream of calls and also maximises the capacity of each outbound contact centre.
Call Recording Systems
With the advancement in technology, an interaction between a customer and contact centre is no longer limited to a phone call and has expanded beyond calls to other forms of communications such as emails and instant messaging. Hence, a modern call recording system that captures all customer interactions is a must-have for all contact centres.
Voice biometrics has become an increasingly popular form of authentication used by contact centres due to its reliability to authenticate a person's identity though voice. Just like one's fingerprint, a person's voice is unique to each individual.
Voice biometrics software is effective in fraud prevention helping contact centres save time and also avoid financial fraud. By reducing such attacks, agents can spend their time focusing on customers, not fraudsters.
Customer Relationship Management (CRM) Solution
CRM provides a unified platform to hold all customer's information. It offers agents a bird's eye view of customer information they need to know in order to effectively solve their problem within the shortest possible time.
Contact centre agents can also use a CRM solution to document customer interactions that requires follow up. It can facilitate cross department collaboration if a single issue requires the involvement of various departments. For example, an inbound inquiry on a purchase will involve a sales team, therefore, information needs to be recorded and made transparent to a sales team for further sales follow up.
Campaign Management System (CMS)
CMS is commonly used by outbound contact centres wherey it provides the agent with a contact list and information needed to make calls to the right people.
If you are running an outbound contact centre, you will definitely be required to adopt a competent CMS. Having a more advanced CMS in place not only enables effective customer communications (the dialer is aware of whom to contact), it also keeps track of the respective responses by each customer for a particular campaign.
Workforce Management Software (WFM)
WFM is all about getting the right people in the right place when you need them.
As the name suggests, it helps contact centre managers to accurately forecast staffing requirements across all customer-facing inbound, outbound and back office resources. WFM uses historical statistics to forecast the volume of customer interactions across all channels such as phone, email, or instant messaging.
This allows contact centre managers to ensure an optimal number of agents are staffed at the given day to meet a certain standard of service.
The modern customer experience has evolved and this push for a greater need for contact centres to derive more actionable insights across all contact channels to elevate customer satisfaction.
A quality management application offers contact centre managers deep insights into the agents' performance so that areas of weakness can be identified in time and derive the action steps to improve them. Managers can also use quality management application to ensure that agents are adhering to internal policies and procedures.
Knowledge Management Solution
Knowledge management software has gained popularity in the recent years and has become an important business process that help organizations enhance its processes. When it comes to contact centres, knowledge management is used for providing a single source of information to agents that they can use to solve customer problems.
By having a single source of information, it provides a guided framework to help agents provide a solution to customers without the need for internal clarification. This reduces errors, miscommunications and increases productivity.
Customer experience and contact centres are some key touch points for customers to interact frequently. Having the right technology in place will catapult you forward and surpass your competitors.
Unsure of the technology you should include in your contact centre? Speak to our contact centre solution specialists today. Contact us here!
For more information, please contact us at