The Future of Call and Contact Centres: Key Capabilities and Market Opportunities
Insights From Greg Easton, Head of Business Development at Tollring
Core Features and Capabilities for Modern Call and Contact Centre Solutions
Self-service, personalisation, and automation have become essential components of modern call and contact centre solutions, benefiting both customers and employees. These features empower customers to handle various actions independently while enabling staff to automate repetitive tasks in a way that contributes positively to customer service. Automation plays a crucial role in reducing staff frustration and turnover by eliminating mundane, repetitive tasks. AI-powered analysis of call recordings enables organisations to identify important calls, assess customer service quality, and gain insights into customer sentiment and competitive positioning.
The Evolution of Call and Contact Centre Solutions
The continual enhancement of solutions must balance with cost reduction efforts. However, self-service and automation must be applied thoughtfully and strategically to avoid negative impacts on both customer satisfaction and employee experience. Advanced call centre technology is now accessible to smaller and more informal contact centres, allowing businesses of all sizes to improve oversight of customer interactions and experiences.
Opportunities in the UK Market for Call and Contact Centres
The enterprise market is well-served by cloud contact centre solutions, with many MSPs offering support and services. However, the SMB sector remains largely underserved, with limited options for commercially viable solutions that provide strong functionality at an affordable price. This gap presents a significant opportunity for vendors able to cater to the needs of the SMB sector.