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Article : Brave New World

There is a quote that says "a fundamental rule in technology says that whatever can be done will be done." What does that mean for the contact center industry? Can we expect some jumps in technological innovation over the next few years that could revolutionize the way we do things? Industry professionals give their answers.

Linda Pitt
LP3 Communications
United States

"Absolutely. I believe that technology will continue to emerge at a rapid rate as companies attempt to pinpoint the needs of evolving consumers. The market is ripe for technology advancements that help companies create a seamless experience for their customers and that make the most of structured and unstructured customer feedback. This includes organizing, analyzing and leveraging data from web-based channels such as email, chat, feedback sites, and social networks. All of this can help a company improve their products, services and processes; while identifying unmet needs in the marketplace. Yet, integration and information-related challenges could very well impact adoption rates. We also may see a bit of correction to the adoption rate to compensate for the economy in the near term. Technologies that drive efficiencies and effectiveness, while also helping to improve customer satisfaction and retention, will have the best chance of surviving the near term economic pressures."

Steve Kaiser
United States

"you will see advancements in the manner solutions are delivered. the analogy would be the CRM market a few years back. the CRM players continued to cobble together ever more complicated solutions that yielded questionable ROI because of cost and complexity to install and maintain. Companies like exploded onto the scene because of they made it easy and affordable to use CRM. fast forward to the call center space, and new approaches like SaaS and open source are rapidly gaining adoption"
About OrecX

Based in Chicago, OrecX provides open source VoIP and TDM recording solutions.
Anand Subramaniam
SVP Marketing
eGain Corporation
United States

"Yes. The integration of powerful technologies will create novel experiences for customers and agents in contact center interactions. Some cutting edge technologies (or innovative applications) that will reshape the contact center landscape over the next few years include:
Virtual Assistants - web-based avatars with natural language interaction capability.
Web-voice convergence - multimedia contact center interactions (voice either over switched or VoIP and web collaborative browsing) will become the norm.
Mobile service - new service models for mobile devices that benefit from location-aware systems and secure data communication (on smart phones) to conclude/fulfill customer requests in new ways.

Imagine buying a movie ticket, for instance, using a mobile device (next-gen iPhone or Blackberry) where the customer can browse the web, locate the movie hall, then click on a click-to-call button and get to an agent. The agent would buy the ticket, send the confirmation email to the customer's smart phone, and also realize that based on the customer's location (downloaded from the customer's phone coordinates based on preferences and permissions) that the customer can drop by a nice restaurant next to the movie theater before the movie. That cross-sell message would pop up in front of the agent from a marketing offer generation service deployed in the contact center.

The end result would be that the agent would book a table for two for the customer before the movies for which the tickets would be sent across to the customer on his smart phone. All without sharing the credit card details because the billing would be done through the mobile phone company account that the customer owns. Of course, the customer would have simply entered his password through the smart phone data interface to authorize the payments. That is one possible world-view of contact center interactions three years from now!"
About eGain Corporation

Omnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journey... (read more)
Stephen McCarthy
GlobalPhone Corp.
United States

"Yes. The industry will see more hosted solutions made available that will allow smaller more specialized contact centers to prosper. Desktop sharing web page pushing will become more robust."


Ripple Effect Communications
United States

"Think about CRM this way: it is the core hub for managing customer information. By capturing information from and about every customer interaction, whether that contact involves a human or direct contact with the system through self-service or online activity, and bringing all that information together and making it available to support additional customer contacts and problem resolution, CRM provides the tools for identifying customer needs and resolving issues. It is the engine that manages customer data, internal processes, interactive processes, sales and operational data. It is essentially the enterprise-wide business system of any company in a services industry."

Diane Capazorio
Director: Strategic Business Solutions
Kelly, A Division of the Kelly Group Ltd
South Africa

"· I think that the majority of technical enhancement will occur in the workflow area of contact centers. More businesses and operations are looking at productivity and efficiency as akey value driver and the process of handling customer queries needs to be enabled through top notch technical workflow."
About Kelly, A Division of the Kelly Group Ltd

With 40 years of Talent Management expertise, a national footprint of 50 branches, recruitment centres and on-site offices and extensive knowledge of the South African economy, Kelly is undoubtedly So... (read more)
Umberto Basso

"Absolutely, yes. Intelligent and predictive IVR systems, sophisticaed routing capabilities, more powerful self-service tools integrated with back-office automation."

Michael Becce
United States

"There are always a lot of technological advancements in the hi-tech industry. The question is how fast or at which rate these can be absorbed by contact center operations and end users, both financially and for usability? So there will always be technological advancements, the ones that will be implemented are the ones that deliver value – not just technology for technology’s sake."
About MRB PR

MRB PR is a public relations company.
Morley Prendergast
Marketing Associate

"Over the next few years I believe we will see great technological advancement which will aid contact centers and allow them to streamline operations and generate revenue. The largest of these advancements is the increased adoption of Software-as-a-Service CRM which allows organizations to take a preventative approach instead of the traditional break and fix approach. This opportunity to adopt advanced CRM Software solutions which streamlines contact centers is made possible with the advancement of the internet. Improved internet allows organizations to leverage Web Based CRM in multiple locations all around the world without large operating costs. By leveraging CRM and taking a proactive approach, businesses can benefit from the wealth of knowledge stored within their S-a-a-S CRM. With a centralized wealth of knowledge organizations can share this knowledge across multiple departments as well with their customers though means such as web portals and a public knowledge base. This wealth of knowledge also allows organizations to locate problem areas before they get out of hand."

Salesboom.comTM is a global company focused in on demand Customer Relationship Management (CRM) and Enterprise Resource Planning software (ERP) business software solutions for the SMB market. Founded... (read more)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Answering Customers’ Questions

Read today's tip or listen to it on podcast.

Published: Friday, September 4, 2009

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2020 Buyers Guide Business Continuity


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

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


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

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