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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

2020 Buyers Guide Remote Agent Solutions


Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.


Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

View more from Jacada

Recent Blog Posts:
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