Call centers play an integral role in customer service and sales. But legacy operations are ripe for disruption through modern innovations.
This article explores 8 key innovations revolutionizing call centers. For each innovation, we’ll provide an overview, benefits, real-world examples, and vendors. Let’s dive in!
1. Cloud Contact Centers
Cloud-based contact center platforms deliver flexible, scalable operations without on-premise infrastructure.
This allows location-independent work instead of centralized sites.
Key Benefits
- Flexible scaling to meet fluctuating demand
- Lower startup and ongoing operating costs
- Automatic updates with latest features
- Omnichannel support and management
Real-World Examples
Genesys and Amazon Connect offer full-featured cloud contact center platforms integrating channels like voice, email, chat, SMS, and social media. These simplify launching contact centers without major infrastructure.
2. Conversational AI Chatbots
AI-powered chatbots automate routine customer inquiries to improve efficiency. However, they should seamlessly escalate complex issues to human agents.
Key Benefits
- 24/7 automated assistance for customers
- Reduced call volumes by ~30%
- Instant answers for common questions
- More meaningful work for agents
Real-World Examples
Chatbots can handle common inquiries like order status checks, account lookups, and FAQs. But they escalate complex billing or technical questions to agents. Key vendors include Ada and Intercom.
3. Real-Time Translation
Real-time translation apps remove language barriers between agents and customers during calls. This expands global reach.
Key Benefits
- Wider global customer reach
- Native experience for non-English speakers
- No need for multilingual agents
- More personalized cross-language service
Real-World Examples
Apps like Interprefy and Voicera enable real-time translation during calls. Agents speak normally while software instantly translates between languages. This opens new global markets.
4. Visual Engagement Tools
Visual engagement tools like co-browsing, screen sharing, and document sharing enable interactive visual communication between agents and customers.
Key Benefits
- Increased understanding with visuals
- Higher first call resolution
- Reduced average handle time
- Improved customer experience
Real-World Examples
Co-browsing allows agents to visually guide customers through tasks and websites collaboratively. Screen sharing simplifies explanations. Document sharing enables working together on forms.
Vendors like Grypp provide complete visual engagement suites purpose-built for call centers. Their tools integrate seamlessly with contact center infrastructure.
Free Case Study: How Co-Browse Boosts KPIs
5. Smart Routing
Intelligent call routing directs each contact to the optimal agent based on skills, availability, and customer needs. This improves efficiency.
Key Benefits
- Matches customers with specialized agents
- Reduces wait times
- Increases first call resolution
- Balances agent workloads
Real-World Examples
Vendors like Talkdesk, Five9, and NICE inContact provide smart routing to direct calls. Skills-based routing sends Spanish callers to bilingual agents. Rules route high-value customers to top agents.
6. Agent Assist Tools
Agent assist tools suggest relevant knowledge base articles and responses during calls to resolve customer issues faster.
Key Benefits
- Increased consistency of support
- Average handle time reduced by 25%
- Decreased training time for agents
- Reduced escalations
Real-World Examples
Solutions like PointSource TechSight give agents real-time suggestions to shorten calls. Virtual agent assistants like Cognigy also provide recommendations to agents during interactions.
7. Speech Analytics
Speech analytics applies AI to analyze call transcripts and recordings for insights like trends, sentiment, churn risk factors, competitive intelligence, and more.
Key Benefits
- Identify areas for improvement
- Create better customer experiences
- Reduce churn
- Gain competitive intelligence
Real-World Examples
Vendors like CallMiner, Verint, and Talkdesk provide speech analytics add-ons. This analyzes past calls to uncover insights to enhance future interactions.
8. Quality Management
Quality management platforms analyze interactions and score agent performance compared to targets. This enhances skills and provides coaching opportunities.
Key Benefits
- Identifies coaching opportunities
- Increases first call resolution
- Reduces average handle time
- Improves compliance
Real-World Examples
Vendors like Talkdesk, Calabrio, and Verint provide quality management capabilities like call scoring, performance dashboards, and quality analytics.
Lead the Evolution of Your Call Center
This list of 8 innovations demonstrates the exciting developments revolutionizing call centers. Adopting the right solutions can greatly enhance operations, efficiency, and customer experiences.
Focus on innovations aligning with your goals. With the proper technologies and strategies, you can lead the evolution to a next-generation call center.
Let’s discuss how we can help select and implement cutting-edge innovations that deliver results. Our team specializes in transforming contact centers through visual engagement technology.
