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Eric Sherman
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5 trends in the Call Center - Jacada - Blog

5 trends in the Call Center

5 Technological Trends in the Call Center

What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year.

Through advancements in technology, interactions have become easier, friendlier and more cost effective. To help you stay on target for 2017, we’ve identified 5 of the most influential trends affecting the future of call centers:

1. Cloud Contact Centers
Cloud contact centers offer huge boosts in call center efficiency, with 24/7 support, along with increased data security, flexibility, and adaptability, particularly any platform needs to be able to to be integrated cloud CRM platforms such as Salesforce, Zendesk, SAP, and even Facebook. Integrating with cloud CRM makes the cloud contact centers a real benefit for businesses who want to promote team communications and collaboration. It’s no surprise then that the cloud contact center industry is set to take a serious jump forward within the next five years. In fact, according to research just released from Markets and Markets, the cloud contact center industry is projected to increase nearly threefold – from $5.43B to $15.67B between now and 2021. Meanwhile, Gartner recently predicted that more than $1 trillion in IT spending would be directly or indirectly affected by the shift to cloud during the next five years.

2. Big Data Analytics
The trend toward big data analytics is changing how call centers communicate with customers. Even smaller businesses have massive amounts of data and are taking advantage of sophisticated analytics to turn data, such as chats, call and screen recordings, SMS messages and more, into valuable insights into customer behavior and preferences. The analysis of the Big Data provides feedback that is used to deliver a more personalized customer service. Clients who receive high-quality personalized call center service increase their purchases and prove their loyalty. Furthermore, by leveraging big data analytics, brands can identify customer pain and passion points more efficiently. Big Data analytics even help companies anticipate the client's needs in advance and quickly resolve the customer interaction. In the coming year, as companies continue implementing more unified communications platforms and strategies, look for more advancements in analytics to leverage customer data from CRM to create more tailored experiences.

3. Chatbots
A trend that is growing fast today is the use of Artificial Intelligence that is based on using big data. Call center operations, as more and more businesses are using artificial intelligence applications to help harness big data and make call center experiences for customers and agents streamlined. First, companies collect a vast amount of customer data that AI systems translate into machine learning that becomes smarter and smarter about the clients and their issues. The process of collecting data analyzing it and adding more data and analyzing it again allows the machines to give the correct answers over time. As customers today expect to receive instant service across all channels at all times, intelligent virtual personal assistants can provide fast, cost-effective and human-like customer service for almost any interface, like voice response or mobile apps, SMS, the web, and instant messaging. Since there is a large growth of these channels, companies are adopting Chatbots that meet the rising volume of online support requests and even with quicker response times.

4. Omni-Channel Communications (in a Multi-Channel World)
As call centers expand their multichannel offerings, creating an “Omni-channel” experience is crucial. A good Omni-channel experience means that the company has to connect all the applications so they can to seamlessly work together. A customer that started purchasing and item on their smartphone needs to be able to continue the order on their desktop. When the customer has a question to ask about the order on the phone, the agent (either chatbot or human) needs to be able to see the shopping cart that was last updated, etc.. Otherwise, customers will drop off the order and forget about it all together. Customers expect the process to be unified., Surprisingly, though, only 36% of contact centers can track a customer journey that spans multiple channels, and only 17% can locate problem hotspots that impact the customer experience. This is a major issue for many contact centers, as customer expectations for Omni-channel support and execution are only increasing. One thing is for certain, the move towards Omni-channel is already happening, and its implementation is one every company needs to take very seriously.

5. Mobile Customer Support
According to a BI Intelligence report, mobile commerce will make up 45% of total e-commerce, equaling $284 billion in sales by 2020. Customers are purchasing more and more products and services from their Smartphone, so they also expect to be able to receive customer service on their Smartphone at the same time. In fact, a report on mobile CX found 63% of consumers use mobile devices a few times a month or more to search online for customer and product support.

We expect that more call centers will integrate mobile customer support into their customer service arsenal in the upcoming year.

Each of these innovations can create a positive, customer-centric experience that gives consumers more of what they want, while call centers will also benefit from getting a deeper understanding of their customers, along with new ways to deploy this knowledge and driving higher profits. Sounds like a win-win to us!

Learn more about Jacada and how we are helping companies keep up with these trends through innovative solutions like Visual IVR.


Publish Date: August 15, 2017 5:00 AM

2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

PCS Software

Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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