Emerging Technology and AI in the Contact Center Industry

Emerging Technology And AI in the Contact Center Industry

The contact center industry has seen a big growth in the demand for their services. As such, they invest a lot of money in different technology and AI options to ensure they can get the job done efficiently. Some of the different emerging technology and AI available in this industry includes:

EQ From Top-Down

One technology that will be used is EQ training. This will utilize simulations and role-playing during the orientation. This ensures the team can grasp the concept of emotional intelligence and how to properly interact with customers before they talk to a real person. This gives them time to work on some of their weaknesses and perfect the way they handle a wide variety of situations concerning the customer. It encourages continuous learning to ensure the agent gets better over time.

Passive Voice Biometrics

This tool will verify the claimed identity of the caller within the first few seconds through natural conversation, even before the agent is able to pick up the phone. This has been very useful when it comes to advisor guidance or even fraud protection when it is needed.

Cloud-Based Solutions

Many call centers are moving closer to the idea of cloud-based solutions. This allows them to host more of the information for your customers than ever before, keeping it safe even when the system may go down. This also makes it easier for anyone in your company to take a look at how the call agents are doing, what the customers are calling about, and more. If data analysis is necessary, having it all organized in the cloud can help.

Mobile Screening

This is a new technology that is able to identify the status of a network for mobile devices before attempting to contact them. This helps to avoid roaming, switched off, and invalid numbers. When the system is able to interrogate the mobile network, it is basically trying to figure out whether the device you intend to communicate with is actually able to connect. If that device is not available, rather than sending out the call, the screening software is able to stop that call and can start with an interrogation on the next number.

Predictive Analytics

This is a technology that relies on machine learning and artificial intelligence to help find patterns when there is a ton of data to sort through. This is a great tool for many companies because it allows them to learn more about their customers and how they can serve them better. Sorting through all this information on your own is almost impossible but with predictive analytics, you can get real-time results from your call center team.


When using a softphone, you are allowing anyone to make the phone call that they would like, often from a general-purpose computer, without needing any specialized hardware to get it done. Many of them will work with functionality that is plug-and-play and can be used on different sites like Skype even. This makes it easier for customer service agents to do their job from anywhere and provide exceptional customer service.

About Ansafone Contact Centers

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Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.

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