What are Advanced Call Center Technologies?

Advanced call center technologies is a term that describes modern technology, such as artificial intelligence (AI), that has transformed the way we communicate and how call centers deliver customer service. Organizations that use advanced call center technologies can provide elevated customer experiences (CX) that differentiate them from competitors.

Customer service technology has evolved substantially over the years. Good automatic call distributors (ACDs) and interactive voice response (IVR) systems are now commonplace and even digital channels like chat and email are no longer "leading edge." Advanced call center technologies go beyond traditional call center applications by providing organizations with new and creative ways to serve their customers.

Examples of advanced call center technologies

The following examples are provided to illustrate the power of advanced call center technologies:

  • ChatbotsChatbots are AI-powered "robots" that can be deployed in digital channels or in IVRs to answer basic questions and help customers complete simple transactions. As they become smarter over time, chatbots will assume more responsibilities and continue to transform CX.
  • Agent assistants: Agent assistants are an example of advanced call center technologies that are changing and improving the way agents handle interactions. Agent assistants can recognize what is being said during a conversation and provide suggestions to agents about the next course of action.
  • Gamification: Gamification provides a creative and effective way to change agent behavior and improve performance. With gamification, agents can earn points for meeting specific KPI targets and completing training modules. Points can then be redeemed at a virtual storefront for prizes that are meaningful to the agent.
  • AI-driven analytics: This last example of advanced call center technologies can provide elevated problem identification capabilities that allow organizations to proactively address emerging issues. For example, AI-driven analytics can comb through 100% of interactions and identify key words and phrases, like "system locked up," that indicate probable issues.

There are several benefits of using advanced call center technologies, and some of them include:

  1. Improved customer experience: Advanced call center technologies such as IVR, chatbots, and self-service options can help provide quick and efficient solutions to customer queries, leading to a better customer experience.
  2. Increased productivity: Contact center technologies such as workforce management tools, performance analytics, and automated processes can help improve agent efficiency and productivity, leading to reduced handling times and increased customer satisfaction.
  3. Cost savings: Advanced contact center technologies can help reduce staffing costs by automating routine tasks, enabling companies to handle more customer interactions with fewer agents.
  4. Scalability: Cloud-based contact center solutions can provide a scalable and flexible environment that can easily adapt to changing business needs, allowing companies to quickly adjust to fluctuations in demand.
  5. Better insights: Advanced analytics and reporting tools can provide valuable insights into customer behavior, agent performance, and overall contact center operations, allowing companies to make data-driven decisions and improve processes.

Some of the solutions provided by advanced contact center technologies include:

  1. Interactive Voice Response (IVR): IVR systems can help route calls to the right agent or provide self-service options for customers, reducing wait times and improving the overall customer experience.
  2. Chatbots: AI-powered chatbots can provide quick and efficient responses to customer queries, allowing companies to handle more interactions with fewer agents.
  3. Omnichannel support: Advanced contact center technologies can provide support across multiple channels, including voice, email, chat, and social media, providing customers with the flexibility to interact using their preferred channel.
  4. Workforce management: Contact center technologies can help optimize agent schedules, monitor performance, and forecast demand, ensuring that the right agents are available to handle customer interactions.
  5. Analytics and reporting: Advanced analytics and reporting tools can provide valuable insights into contact center operations, allowing companies to identify areas for improvement and make data-driven decisions.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Automation & Artificial Intelligence (AI) – leading-edge, advanced call center technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.

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