Top Call Center Technology Trends of 2019

Technology is improvising every year and our industry gets new innovation with every advancement. Business communication is getting integrated with latest features, services, and specifications. Companies are moving towards modern-day calling and deploying IP-based telecom solutions over traditional phone systems.

From hosted VoIP server to cloud-based automated dialing, there are a lot of options that can fulfill the requirements of calling businesses. Most common features that have become trend for every business since the evolution of telecom systems are:

• IP-based call routing
• Forwarding calls to multiple devices
• VoIP calling & messaging
• High definition conferencing
• Unified communications
• Auto attendant
• Compatibility with business apps (IVR & CRM)

Here are top trending call center technologies that will going to be popular in 2019:

Artificial Intelligence

The most trending technology from past few years and still gaining strength as a reliable asset is the Artificial intelligence (AI). There are many business app integrations that are automated with this powerful technology. Communication systems are becoming smarter with features like auto attendant and Chatbots.

Without prompting other calling services, this advanced technology has gained great significance in the industry. As a result, AI is going to play a major role in 2019 as well for call center businesses.

More Performance Metrics

Now there are more metrics through which agents can monitor their inbound as well as outbound performances. These metrics are available in cloud-based as well as VoIP calling systems. As a result, companies can enhance their performance productively and maintain a sense reliability with their customers.

Moreover, these metric can also ensure to improve the strategies to target the right audiences across the globe. This will increase the rate of converting leads and increase the overall sales.

Undisputed IP Connections

Connectivity is the major factor through which communication systems can win the competition for businesses. Sometimes, low quality connections can affect the impact on the sales and companies might face loss. This can’t be tolerated.

In recent years, internet has been strengthened by the agencies and there is a huge evolvement in the connection quality. For instance, fiber optics are being utilized to upgrade the connectivity between systems. Now there is minimum interruption faced by the companies when it comes to reach the distant audiences.

A wide range of automated features

With the evolution of communication, the features have also integrated with superiority, stability, and quality. These features are completely based on improving the strength of the company’s communication. Agents are also sensing a scope for improving their skills and bring more leads for the company.

In addition, these productive features can work with multiple calling devices such as VoIP, Cloud, IP PBX, auto dialers, etc. In order to upgrade the performance of calling campaigns, these features are playing a major role for the businesses.

Robo-calling & Chatbots

The initiative of implementing these communication assets has been made a few years ago. These types of automated interactive systems are very reliable to engage more audiences towards the businesses. They can be easily customized according to the campaigns and make your company a tech-oriented firm.

Chatbots are the most utilized among them and almost every site, application or portal is integrated with these technologies. As a result, they are gaining huge responses from their target audiences in order to expand their client base.

Every year, we will see more technologies being evolved from their previous versions or being assembled from their sub-assets. In 2019, all the above-mentioned communication additives will going to rule the business of customer calling and enhance their way of interacting with prospects. Watch out for them and upgrade your company’s assets timely to maintain the consistent productivity.