Understanding Contact Center Technology

Contact center technology can help your organization manage communications for the entire company. Typically, all communications are within a single platform with every type of communication together: SMS text, phone, email, and chat. Thanks to contact center technology, companies can stay organized and rely on just one platform for all of their call center and contact center needs.

What is Contact Center Technology?

Contact center technology relies on software to manage a communications platform for a corporation or other organization. Thanks to this type of software, companies can easily set up a call center with access to advanced phone and communications features and functionality.

How Does Contact Center Technology Help to Create a Call Center?

With contact center technology, companies can create their own call centers and centralize internal and external communications or build a specialty contact center to handle just internal or external contacts. Within a platform, contact center agents can communicate with customers, employees, or members of the public via SMS text, phone, email, or chat. Often, a single contact center is the center of all communications within an organization.

Contact center technology has a variety of different functions and features, such as:

  • Call analytics: The software platform collects call and communications analytics and generates reports management can use to determine how successful a call center's operations are. They can track performance metrics and create benchmarks to refer to when setting goals for the organization.
  • Call recording and monitoring: Calls can be recorded and monitored for quality assurance purposes and for compliance. Thanks to data tagging, managers can readily see if agents are following the right protocols and covering the right topics during conversations.
  • Ring groups: Phones ring in order when an incoming call happens, allowing specific groups of agents the opportunity to answer quickly and provide better customer service.
  • Predictive dialer: Have your phones dial out at the right volume to keep agents busy.
  • Interactive Voice Response (IVR): Your phone system asks questions and appropriately uses caller responses. For instance, an IVR can help transfer callers to the right department based on what ca
    say they need.
  • Queuing: Callers are placed into queues to wait for the right agent or for an available agent who can answer the call. This system can send calls to the most experienced agents, or can sort calls to different departments. Callers don't lose their places in the queue unless they end the call.
  • SIP trunking: Session Initiation Protocol (SIP) trunking allows Internet phone systems to connect to the main public phone system. Contact centers can call any phone number and communicate with other Voice over Internet Protocol (VoIP) phones, cell phones, or landline phones.
  • Intelligent call-back: Agents are automatically connected to callers again whenever their previous calls end. This way, customers can get back to whatever they were doing and not lose their place in the queue.

Cloud based contact centers offer many other benefits, too. This technology is superior to older phone systems and landline-based phone hardware as well as T1 line cable phones. With access to improved features at a better price, your contact center can accomplish so much more for your organization.

Here are a few advantages of today's cloud based contact centers:

  • Reduced cost: Cloud based contact center technology is typically cheaper than other types of phone solutions. For instance, companies save on equipment costs because the vendor provides use of equipment, and the vendor provides licensing of the contact center software via a Software as a Service (SaaS) model.
  • Less infrastructure to maintain: Without needing to purchase and maintain infrastructure, companies can save effort and funds they'd otherwise devote to maintaining infrastructure.
  • Advanced features:

Getting Started with Contact Center Technology

To get started, you'll need the right service, equipment, and vendor depending on your organization's unique needs and service expectations. Your VoIP service vendor can help you get started and can provide the training your team needs on your new equipment and capabilities.

With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs without the need for multiple disparate systems. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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