Three Technologies to Enhance Your Contact Center

By Steve Brubaker, InfoCision Chief of Staff

We have reached a point in business where there is no longer a major divide between technology and non-technology providers. Many experts, in other words, now argue that every company is a technology company regardless of what industry they are in. This is because companies are commonly using virtual, cloud-based solutions that run over the Internet.

In light of this, it’s time to start thinking of your contact center as a technology-driven department that uses cutting-edge software and big data to maximize efficiencies and boost sales. There are certain components that are absolutely necessary if you want to remain competitive.

Here are three technologies that you could feasibly work into your contact center:

Embedded real-time communication (RTC): Chances are likely that your business is already using live chat boxes to communicate with customers online. Now, you can take this to the next level using a technology called embedded RTC which is an open source standard that enables live video and audio chats to take place over a website or application. Embedded RTC uses a peer-to-peer architecture and runs entirely over an Internet browser — enabling ultra-fast, and secure, multimedia exchanges between customers and live agents. Many businesses are also using embedded RTC solutions in conjunction with big data to better understand customer preferences. This is called contextual communication.

Sales automation software: Most sales departments today are about 10 years behind marketing in terms of the technologies that they are using on a daily basis. A large percentage, in other words, are still using disparate tools like spreadsheets and manual dialers. These disparate technologies eat up valuable hours over the course of a week. Contact centers suffering from such inefficiencies should consider using sales automation software to automate things like performance tracking and response management. Automation platforms can consolidate disparate sales tools and make them easily accessible from a centralized location. These platforms also make it easy to export data with other departments like marketing or the C-suite.

Predictive dialers: In the past, a contact center sales representative would have to procure a telephone number, dial it and then wait for a customer to (hopefully) pick up the phone. As such, a typical phone call could take 30 seconds or longer — without any guarantee that a person would pick up or even be interested in making a purchase. Predictive dialers automate the dialing process by silently dialing in the background and putting an agent on the phone only when there is a live — and interested — customer waiting on the other end.

These technologies can be easily, and cost-effectively, embedded into your contact center to drive better results. However, it’s important to have a strong filter set up when exploring new contact center technologies. Make sure to thoroughly vet each new technology that you bring into your contact center, to ensure it adds value.