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3 Tech Investment Trends in Contact Centres - Netcall - Blog

3 Tech Investment Trends in Contact Centres

The day-to-day running of your contact centre can take the lion’s share of your time. So how do you ensure that you’re matching daily operations with the strategic aims of your business? And how do you work out your priorities?

Luckily, ContactBabel has done some of the hard work for you! They are the leading analyst firm for the contact centre industry in the UK. So to use their own words, if you have a question on how the industry works, or where it's heading, the chances are they have the answer.

We’ve worked with the team for several years. One of the latest projects being the ‘Strategic Directions’ chapter of its 2016 UK Decision-Makers’ Guide.

Around 200 contact centres took part in this research. We’ve outlined the top three technology investment trends below.

  • 47% CRM or agent desktop
  • 39% Making omnichannel work
  • 29% Back office integration

Here’s our take on each of the three priorities. Do you agree?
Tell us what you think on the form at the end of this blog.

1. CRM or agent desktop

Over half of contact centre leaders want contact with customers and agents to be easy. But research shows that agents waste 30% of their time struggling to manage multiple screens and processes.

Our advice? Create 360° customer view for the agent.

Agents with a holistic view of the customer solve more queries. They can see a full customer history and access relevant information within one screen. This means lower average handling time with greater first contact resolution. Read how The Warranty Group achieves this.

8 out of 10 contact centres do not have end-to-end visibility.
A Netcall survey cites 58% of customers saying that having to repeat information is their biggest irritation and 44% saying “each time I speak to a company, they don’t really know who I am” (2014 Netcall study).

2. Making omnichannel work

Research shows that it disappoints customers when they have to repeat information. Companies that don’t have full customer history are also a source of frustration for today’s customers.

Tackle this by fixing broken journeys.

Having an omnichannel contact centre means integrating processes. But consider that change doesn’t have to be a ‘big bang’. It’s often possible to find a way to integrate legacy systems with new solutions. One step at a time. Data shows that good customer experience and journeys improve revenue potential and results because:

Happy customers come back
Happy staff don’t leave

3. Back office integration

This features in third place with 44% of respondents highlighting as a priority investment area. There’s an increase in interest to join up front and back office systems. With the end-to-end customer journey in mind.

Break down silos join up legacy systems.

The changing role of the agent means that they work more with specialist back office functions to support customers. Find ways to help the whole team focus on the customer experience. For example, use SIP to deliver voice and chat. This will join the front and back office. Ensure that contact transfers between staff include the full customer history. This will drive down costs, improve morale and teamwork.

Share your views

If you are a strategic decision maker for your contact centre, feel free to share your views! Are you looking to invest in these areas in the next 2 years? Or are there other priorities for your contact centre and your business?

Join the conversation and complete the form below:

Want to read more?


Our ‘Strategic Directions’ chapter features within ContactBabel’s 2016 Decision-Maker’s Guide. It covers issues that contact centres face. Learn more by reading the full chapters at  


Publish Date: December 15, 2016 5:00 AM

2020 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

View more from Netcall

Recent Blog Posts:
How to secure more budget for your contact centreMay 9, 2017 5:00 AM
Liberty Contact Centre is certified for Skype for Business Server 2015May 2, 2017 5:00 AM
4 best practices when moving your contact centre to the cloudApril 28, 2017 5:00 AM
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10 ways to improve customer experience - part 2April 11, 2017 5:00 AM
Complaints about nuisance calls are rising - help customers welcome your callsJanuary 18, 2017 5:00 AM
Three stages to achieve end-to-end customer experienceDecember 22, 2016 5:00 AM
3 Tech Investment Trends in Contact CentresDecember 15, 2016 5:00 AM
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