Call Centre Technology Consultants
Whilst technology has always played a role in call centres (e.g. it was pretty hard to have a call centre without a phone...), these days, without a call centre technology platform, you simply can’t operate.
Contact Centre or call centre technology consultants can help you with a range of functions and advice on upgrading or optimising your existing technology, depending on the business outcomes you want to achieve, including:
- Assessing your current technology platforms and providing optimisation recommendations.
- Providing advice on procuring a new system for your call centre.
- Integration advice with CRM tools, ticketing platforms, AI/Chatbots etc.
- Advising on cloud contact centre technology versus on-premise solutions.
- Moving from one platform to another.
Technology vendors can also offer similar services, although typically, their solution (naturally) will involve their products, whereas contact centre technology consultants will provide vendor-agnostic recommendations.
What is Contact Centre Technology?
The technology that underpins your call centre is the key enabler to driving efficiency and delivering a great customer experience.
It allows you to queue calls, call people back, include a greeting, record calls, enable agents to work from home, and more.
But these days its more than just handling phone calls.
Live chat, chatbots, email routing, knowledge management, speech analytics, CRM integration, self-service, video chat and so on are becoming increasingly common and fall into the domain of contact centre technology.
Resources to Learn More About Contact Centre Technology
The Australian Customer Experience Professionals Association (ACXPA) has a range of resources to help contact centre professionals, including:
- Industry Glossary that explains some of the available contact centre technology.
- Contact Centre Managers Roundtable with local and international contact centre experts.
- A range of contact centre resources you can download, including Erlang Calculators.
- Free Contact Centre Technology Guide (no email required)
Search Contact Centre Technology Consultants
Contact the consultants below who specialise in contact centre technology, or use the search filter to find consultants who specialise in other functions.
You may also be interested in viewing suppliers of contact centre technology >
