Contact center technology: Trends + features that make life easier for agents (and supervisors)

What is “contact center technology”?

So, what are contact center technologies, exactly? Well, the term can describe any software specifically designed to help contact center managers and agents do their jobs more easily and efficiently. These include automated systems, customer relationship management, and analytics tools measuring customer behavior and performance metrics.

Contact center technology can also encompass communication- or call-specific tools such as automatic call distribution (ACD), interactive voice response (IVR), and call recording. Whether you run an inbound, outbound, or blended contact center, these technologies can help you improve communication, collaboration, and productivity—as well as reducing operating costs.