Top 4 Technologies in Contact Centers in 2019

Contact center solutions have evolved from answering the phone to fully managing every aspect of operations including customer relationship management (CRM), data analysis, and market research. In spite of this, some still believe that contact center operations have failed to take full advantage of cutting edge technologies that could ensure better customer service delivery.

The good news is that we are in the era of technological breakthroughs that will change contact center operations as we know it. In this article, we provide insights into some of the technologies that will benefit contact centers in 2019.

  1. Call recording and voice analysis

Quality customer service delivery is a key prerequisite for ensuring customer satisfaction. Capturing, storing, and analyzing data about every interaction a client has with your call center allows you to react promptly and tailor your customer service program in a way that increases loyalty.

This is because collecting information about your customers provides you with the data you need to understand what they like or why they were not satisfied. Call recording and speech analytic programs like Recordia enable you to collect and interpret data so that you can improve the customer experience.

Technologies such as speech analytics enable call centers to process speech/audio to understand what a customer wants and how they feel when they call the customer care.

  1. Omni-channel technology

Today’s modern, tech-savvy consumers are very demanding in their quest for a great customer service experience. They expect to be able to reach businesses on any platform, anywhere, and from any device.

To increase customer loyalty, sales, and overall profitability, more and more companies are deploying omnichannel customer service techniques that provide clients with seamless interactions across all channels including telephone, email, social media, chat, text, etc.

  1. Chatbots

Chatbots are increasingly being implemented by companies in contact centers to raise the level of customer service, stay in touch with anyone who shows interest in their products or services and convince them to buy.

A chatbot is typically used in dialog systems to provide some human feel to automated communications to build a rapport with the client and ensure better sales. Also, it allows organizations to automate customer service live chat conversations and conducts conversation through both audio and text methods, allowing for personalized customer service that creates engagement at a higher level.

Chatbots complement human agents by responding quickly to simple queries online, freeing human agents up.
  1. Business Intelligence and Artificial Intelligence

AI-powered digital solutions are one of the essential technologies that are gradually making their way into contact centers. More and more businesses are incorporating these technologies in an effort to transform customer service interactions to improve the customer experience, loyalty, brand recognition, and the bottom line.

AI-powered intelligence agents, through their pre-emptive problem-solving approach, ensure customer satisfaction and increase in sales, thanks to their ability to continually digest data from dozens of information streams to make sense out of prior interaction and customer preferences.

This enables them to deeply understand the clients and serve up personalized content and product recommendations that will boost sales.

 

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Futuristic Plans For Delivery Systems

Jeff Bezos, Amazon’s CEO announced pretty surprising news to correspondent Charlie Rose. They spent at least 60 minutes talking about different projects, after which Jeff took Rose into a mystery room at the headquarters of Amazon. It turned out to be the room keeping the secrets of the so-called Octocopter R&D project. These are drones which are designated to fly packages directly in front of your doorstep. And, the shocking announcement – this will happen in about 30 minutes.

Of course, this is an audacious plan, and it’s going to require a lot more safety testing and specification analysis than FAA approvals. However, Jeff is positive that this delivery by drone system is going to be integrated and implemented in about 4 to 5 years from now. Customers will be capable of taking advantage of the so-called “Prime Air” service – this is how Amazon wants to name it.

A Moment of Surprise

When Charlie Rose walked into the R&D room and managed to see the drone which was the initial design for the Prime Air program, he was utterly excited. It was quite clear that Amazon representatives are looking for a new sensation to bring in front of 60 Minutes, but the achievement was genuinely surprising and impressive.

60 Minutes even reported that the CEO of Amazon himself built up the surprise during the actual breaks of the filming of this particular segment. He even teased reporters by asking them to guess what the surprise actually was. If they had guessed it, Bezos would give them half of his fortune and send them off directly to Vegas, he joked.

Further Development

After the utter surprise, Jeff also played a demonstration video for the team of 60 Minutes which showed the entire process of the picking up and dropping package by the drones. They used small yellow buckets from the fulfillment centers of Amazon and would whiz through the air in order to deliver different items to separate clients no more than 30 minutes after the latter had clicked on the buy button on the website.

The technology is particularly amazing, and it could be a revolution in the delivery business. Not only is it going to make delivery positions excessive and unnecessary, it’s going to automate the entire segment, hence allowing companies to be a lot more flexible. This is also going to benefit the end customer a great deal by ensuring timely deliveries and absolutely no hassle, whatsoever. With all this in mind, it’s important to understand that this could truly be the next big step in the delivery niche.

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How Nanotechnology Could Change the World

 

Nanotechnology is one of the most exciting and promising technologies available today. It drives innovation in a variety of sectors and allows industrial designers to create entirely new properties through the controlled manufacture and structuring of materials.Of late, the technology has been applied in many sectors, and it has opened the doors of implementation in many other areas where it will play a significant role in shaping the future and growth of the world.As scientists continue to experiment the many new ways nanotech will bring about a positive outcome, we look at some of the applications that will have the most impact in the world.

What is Nanotechnology?

Despite the hype surrounding it and its perceived potential for many diverse fields of science, nanotechnology can be difficult to comprehend. This is not surprising considering it’s a wide field. Nanotechnology refers to a technology that involves working with materials at the scale of one billionth of a meter. In other words, it relates to a technology that is between 1 to 100 nanometers in size. The prefix “nano” refers to one billionth. Nanotechnology scientists use atoms and molecules to make amazing new technologies that help improve electronics and nearly all aspects of modern life.

Benefits and Applications

Nanotechnology has several advantages and applications across a range of industries:

  1. Treating spinal cord injuries

Nanotechnology has shown significant potential in the treatment of spinal cord injuries. Scientists at the Institute of BioNanotechnology in Medicine at Northwestern University have shown that nanotechnology can be used to stimulate the body to heal itself by injecting “molecules that were designed to self-assemble into nanostructures in the spinal tissue.” When injected into the bloodstream with a syringe, these molecules repair damaged neurons, preventing the damage caused by inflammation and scarring.

  1. Heal injuries and restore organ function

In addition to being a breakthrough in the treatment of spinal cord injuries, nanotechnology offers exciting results when it comes to repairing injuries and restoring aging tissues. Scientists at The Ohio State University developed a new technique, called tissue nanotransfection, which helps to turn skin cells into other types of functional cells that can then be used to repair or restore function to damaged tissues such as nerves, blood vessels, and organs, among others.

The procedure uses a tiny device that is placed on the surface of the skin to replace injured or compromised organs by incorporating some new genes into them. Using the technology, the researchers successfully fixed mice that had lost blood flow to their legs within 14 days. Plans are underway to start clinical trials in humans as soon as possible.

  1. Generating electricity from motion

Researchers at Vanderbilt University developed an ultrathin device that produces electrical current from human movement. The device, which is made up of layers of very thin black phosphorus and is powered by battery technology, harvests energy when it is pressed or bent during human motion.

When the black phosphorous nanosheets are bent or pressed, this action produces an electrical current that is then tapped and stored in the battery. This has been made possible by the thin size of the sheets, which makes it easier to incorporate them into clothing as well as the ability of the nanosheets to harvest energy at low frequencies. The nanosheets can generate electric current at movement speeds as low as 0.01 Hz.

This means that energy can be harvested from one movement cycle every 100 seconds from everyday activities such as walking, sitting, and standing. The Future is in Nanotechnology Globally.

 

 

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How 5G Will Impact Communication and Industry

 

As the next generation superfast wireless networks technology, 5G promises to change our lives fundamentally. The network is expected to have much higher speeds and capacity that allows files to be downloaded in the blink of an eye.

Beyond this, 5G will play a significant role in shaping the cities of tomorrow by powering other technologies that will revolutionize communication, enable travel, learning, and innovation. From The Internet of Things to smart homes, self-driving cars, Telemedicine, Virtual and Augmented Reality and everything between, the wide-scale deployment of the 5G network will drive the reinvention of several businesses and consumer applications.

Its impact is expected to be significant, as an IHS Markit report estimates that 5G will boost the global economic output by $12.3 trillion by 2035.

5G and Communication

As the 5G network makes higher transfer speeds and lowers network latency a reality, it will bring about significant improvements in communication. The faster speeds and much greater network efficiency will make communication a breeze, while the significantly lower latency will significantly improve response time.

Because 5G can send and receive signals almost instantaneously, individuals and businesses will have instantaneous communication with co-workers, friends, or clients, and not have to contend with dropped calls and poor connections. 5G will also be able to connect many pieces of devices, from phones, to computers, to security cameras, and several other types of equipment.

Also, the mobile network is expected to offer mobile internet speeds of more than 10 gigabits per second (Gbps), which is about a hundred times faster than the 4G can provide. This will mean a 5G user could download a feature-length movie in High Definition in less than five seconds.

How the 5G Network Will Impact Industry

The Internet of Things World Wide

Outside of communication, 5G is expected to bring about a widespread implementation and adoption of the Internet of Things (IoT). This could greatly improve the interconnection of devices and their ability to collect, transmit and store data, which will have obvious advantages for industries like manufacturing that increasingly rely on the IoT to connect their processes and factories digitally.

An improvement in IoT will bring about direct benefits such as a reduction of operating costs, an increase in productivity and efficiency, as well as enhanced workplace safety. The capacity to collect, monitor and analyze data from social media, video surveillance, mobile and internet usage will also enable businesses to understand consumer behavior better and improve customer service delivery.

The impact of 5G on IoT will mean that work can be completed in time, more efficiently, more flexibly, concurrently, and in a safer and more environmentally friendly manner.

It is believed that 5G will also have significant impacts on self-driving vehicles, remote healthcare, virtual training, innovative classroom learning, Financial Markets run by robotics, and new military capabilities.

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