Top 3 Contact Centre Tech Trends for 2021

  • CCaaS enables you to leverage digital deflection—virtual agents, web experience, and self-service channels—thereby reducing toll-free calls and improving employee performance and operational efficiencies

  • 83% of companies say that AI is the number one technology solution in the CX strategy. To meet the growing expectations of today’s customers AI-infused with CCaaS helps you create a CX powerhouse.

CCaaS are gaining in popularity with the highly digitized era overtaking us. The need to understand your customers and prospects is paramount. And to add to the complexities, channels of engagement are becoming cluttered – with audio, video, web, messaging, text, chats, phone, self-service all viable channels based on customer demographics and preference. And given they demand perfection in agent interaction a combination of human and artificial intelligence is gaining popularity to strengthen customer service outcomes. 86% of buyers are willing to pay more for a great customer experience.
AI enables the creation of smarter and superior connections

CCaaS is gaining in popularity with the highly digitized era overtaking us. The need to understand your customers and prospects is paramount. And to add to the complexities, channels of engagement are becoming cluttered – with audio, video, web, messaging, text, chats, phone, self-service all viable channels based on customer demographics and preference. And given they demand perfection in agent interaction a combination of human and artificial intelligence is gaining popularity to strengthen customer service outcomes.

86% of buyers are willing to pay more for a great customer experience.

Below are some of the tech trends contact centers are adopting:


1. Cloudification will soon be a norm


61% of consumers say that they’re planning on moving their contact centre to the cloud.

  • CCaaS enables customers and employees to stay connected across voice, text, email, chat, social, web and self-service options.

  • CCaaS enables you to leverage digital deflection—virtual agents, web experience, and self-service channels—thereby reducing toll-free calls and improving employee performance and operational efficiencies

CCaaS allows the integration of AI seamlessly, enabling you to build quality partnerships. AI enables you to identify valuable patterns of human interactions, creating strong customer personas.

2. Automation and customer experience


Automation enables organizations to deploy self-service options leading to superior convenience and an increase in employee efficiency. As organizations prioritise automation, it is important to analyse customer needs and seek feedback whilst undertaking design and testing. Automation should not be a substitute for human touch to achieve excellence in CX.

  • Automation enables you to energise your customer journeys. By anticipating what customers want and creating powerful personalized experiences via automated processes, self-service options, you can be more proactive to provide human connection where needed to amplify CX.

  • Automation increases efficiencies by removing redundancies and providing self-service options. Employees can therefore focus on complex inquiries facilitating high-quality interactions and better CX.

Automation enhances customer happiness and retention. Solutions such as speech-to-text and automatic call recording, help provide real-time feedback, faster.

3. Artificial intelligence is a strategic business priority


83% of companies say that AI is the number one technology solution in the CX strategy. To meet the growing expectations of today’s customers AI-infused with CCaaS helps you create a CX powerhouse.


  • AI enables the creation of smarter and superior connections by enabling seamless customer and employee engagement. A dashboard view of relevant information helps build credibility, confidence, and strong customer relationships.

  • AI enhances employee engagement through self-help and well-defined prompts

AI also helps increase brand equity and loyalty. By intelligently mapping customers with employees who had served them efficiently, resolutions are faster, leading to higher CX.

Technologies are tightly bonded to CX, how to ensure their effects are exponential. Read on.