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 core call centre technology platform you simply can’t operate.
From being able to queue calls, call people back, include a greeting, call recording and more, the technology that underpins your call centre is the key enabler to driving efficiency and delivering a great customer experience.
Call centre technology consultants can help you assess your current technology platforms, and provide advice on upgrading or optimising your existing technology depending on the business outcomes you are wanting to achieve.
Technology vendors can also offer similar services although typically their solution (naturally) will involve their products whereas contact centre technology consultants will provide a vendor agnostic recommendation.