Dialpad LogoDialpad Logo Icon
BLOG
Share

Back to Blogs

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

Austin Guanzon headshot
Austin Guanzon

Customer Support Manager - Tier 1

Contact center technology header

Tags

Contact Center Operations

Share

Webinar: Discover how Ai can transform your contact center

Learn how Ai can reduce wait times, boost efficiency, support agents and deliver an exceptional customer experience.

Watch the webinar

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.

Screenshot of setting up an IVR flow in Dialpads online dashboard
Screenshot of Real-time Assist (RTA) cards in Dialpad, created by admins to automatically guide contact center agents during calls
Screenshot of a heatmap showing call volume patterns and average speed to answer in the Dialpad contact center
Screenshot of Dialpad’s analytics dashboard featuring predictive AI-powered CSAT insights
Screenshot of creating a coaching call recording playlist in Dialpad app
Screenshot of enabling in-queue callbacks in Dialpad
Screenshot of creating a chatbot response flow using Dialpad's no-code drag-and-drop builder
Screenshot of Dialpad Ai Recaps generating a summary and action items after a phone call ends