Technology (Advanced)

Advanced Contact Centre Technology

Whilst there has been strong advances in the core Contact Centre Technology like call routing, call recording etc especially with the introduction of cloud technology, there has also been an explosion of powerful tools to take call centres and the customer experience to the next level.

From voice analytics, voice biometrics, Chatbots and Artificial Intelligence there is an increasingly complex range of options for contact centre managers and customer experience professionals to consider.

In this category, we’ve listed all the articles on advanced contact centre technology but we’ve also got some other links you may find handy:

The continued rise of messaging apps
Technology (Advanced)

The rise and rise of messaging apps

December 8, 2016 Last Updated: August 29, 2021
Kwame Aforo-Addo

How the rise of messaging apps popularity is forcing businesses to rethink their entire CX strategy with traditional channel volumes on the decline.

Use of voice biometrics in call centres on the rise
Technology (Advanced)

Using Voice Biometrics in call centres

January 25, 2016 Last Updated: November 16, 2019
Justin

Voice Biometrics popularity is on the rise delivering an improved customer experience and deliver efficiencies in contact centres. The technology is saving valuable seconds off every call and saving the customer the pain of having to identify themselves on every call. Its truly a win-win!

What is cyborg telemarketing
Technology (Advanced)

What is Cyborg Telemarketing?

January 13, 2015 Last Updated: October 20, 2019
Justin

The future has already arrived with cyborg telemarketing already in play – but just what is it? We look at the latest trend in telemarketing that uses technology to overcome language barriers to using telemarketing from cheap labour countries all at the push of a button.