The call center is a much more complicated place than it once was. We used to interact with customers solely over the phone, but now we have to be available on multiple channels – mobile, web, social and more.

Technology has changed, to say the least. The pace in which contact center technology is evolving is dizzying, and it be difficult to decide where to invest your technology dollars. Here are six technology trends that have officially moved from new to mainstream. The common denominator? They improve the customer experience and make call centers more efficient. If you’re not looking at these tools and technologies yet, you might be falling behind.

1. Mobile Customer Service

Customers are accustomed to interacting with companies on their smartphones and tablets. These days, they’re surprised when they can’t. Early mobile apps were more transactional in nature – booking reservations, checking account balances, etc. But newer versions incorporate customer service functions, too, allowing people to seek help or support without leaving the app. In-app customer service functions will become increasingly important as consumer behaviors continue to shift. Customers expect to be able to interact with you on the platform of their choice, rather than being redirected to email or your website.

2. Cloud Software 

Cloud call center software has been a game-changer for the industry. It is far more affordable than on-premise software, and it offers new features and advanced functionality such as customer chat. Cloud software has also enabled remote agents, making it easier for call centers to attract and retain talented employees without the constraints of geography. Other benefits include scalability, speed of deployment and reduced IT costs.

3. Automatic Callbacks

Your customers will most certainly thank you for this one. Rather than waiting on hold – which is every customer’s nightmare and a major source of complaints about call centers – customers can choose to put their number in queue and receive a return call when an agent is available to help them. No more listening to elevator music for 20 minutes. This also improves the lives of your agents – they’ll deal with happier customers on the other end of the line.

4. Social Media 

Even some giant brands have struggled to figure out how social media can be used for customer service. They use Facebook, Twitter and more for marketing, but they don’t understand that it has to be broader than that. Customers want social media to be a two-way street. They don’t want to be blasted with marketing messages while their complaints are ignored. This also goes back to the idea that customers want to interact on their platform of choice. If they complain on Twitter, they want to hear back from you on Twitter. They don’t want you to simply direct them to call or email customer service. Need some inspiration in this category? Check out how brands like Zappos and Dell have made social customer service work.

5. Virtual Agents

Human interaction isn’t needed with every communication. For simpler customer service requests, virtual agents can solve the problem without wasting manpower. Virtual agents use artificial intelligence – similar to Siri and others – to answer questions. They can be less frustrating for customers than IVR because the interaction can be more complex. However, virtual agents are not replacing IVR altogether, which is still effective for basic call routing.

6. Video 

Video has long been talked about for its potential customer service applications, but the idea is finally taking hold and being put to use. There’s video chat with customer service agents, of course, but there are also more creative uses. Agents can send troubleshooting videos to help address customer problems, for example, or an instructional video on how to activate a product or device.

Kunnect sells 100% cloud-based call center software that includes a predictive dialer to businesses and political campaigns. Our software, hosted seamlessly in the Amazon platform, manages all inbound and outbound calling for a flat rate of $125 per agent per month with a flat deposit of $125 per user. There are no hidden fees. In addition to the predictive dialer, features include: inbound and outbound calling, CRM integration, call scripting, call recording, ACD, skills-based routing, IVR, live monitoring, real-time statistics, historical reporting and more. 

There are many different ways to price the same thing. You find that in every industry. Some restaurants sell sides a la carte, while others include them in the price of the dish. Some smartphone phone plans offer unlimited minutes and data, while others have limits and impose fees for exceeding them.

The cloud software industry is no different. With cloud call center software, sometimes a flat monthly fee covers all the features you need, and in other cases you might be billed extra for calling or advanced features like predictive dialing. This can make it confusing to compare vendors in an apples-to-oranges kind of way, and to figure out which offers the best bang for your buck.

To demystify things a bit, we’ll break down the pros and cons of three common pricing structures to help you decide which makes the most sense for you.

Flat monthly fees 

If predictable pricing is your goal, this is the way to go. These vendors offer a flat monthly fee for each agent that includes all features. In most cases, there’s also some sort of flat per-agent deposit required upfront. There’s no clear downside to this route as long as the flat fee and deposit you’re quoted are fair and affordable. Flat fees make for easier budgeting, and you’ll never be surprised by the bill. Still, even if a vendor advertises a flat fee, make sure to find out which features are included in the price. Not all vendors offer the same set of features. And some vendors offer a few different flat-fee plans with varying features.

Per-minute fees

Other cloud call center vendors offer per-minute pricing. Typically, there’s a monthly fee that includes all call center features but caps your telecom minutes at a certain number. Vendors that price this way usually have several tiers of plans based on the number of minutes you expect to use each month. If you go over, additional per-minute fees are charged. This is a reasonable choice if your monthly minutes are consistent and predictable (and you like what the particular vendor has to offer in terms of features). In that case, the cost should be about the same every month. However, if your minutes fluctuate from month to month, this probably isn’t the way to go. Keep in mind, too, that many vendors tack on additional fees for international calls.

Flat fee plus minutes 

Here’s where it gets even more confusing. These vendors advertise a flat monthly fee that looks low, then tack on additional telecom fees for each minute. Keep in mind, a fee is not truly flat if there are additional charges of any kind. Generally, this fee structure is only a good idea if your call center volume is very low and will stay that way. In that case, the approach keeps monthly costs down. But if your call center volume is higher or fluctuates, don’t go this route. You’re apt to see some shocking bills at the end of the month.

Other considerations

In addition to the pricing structure, we can’t emphasize enough that it’s important to find out exactly which features are included in the monthly price you’re quoted before making a decision. A low rate is not a good deal if it doesn’t come with the functionality your call center needs. For example, some vendors don’t offer predictive dialing at all, while others charge extra for them.

Other questions to ask the vendor include:

• Is a deposit required, and if so how much?
• Is there any sort of monthly minimum?
• Do I have to sign an annual contract to get this price, or is it a month-to-month plan?
• Are software upgrades included in the price?

ABOUT US: Kunnect sells 100% cloud-based call center software that includes a predictive dialer to businesses and political campaigns. Our software, hosted seamlessly in the Amazon platform, manages all inbound and outbound calling for a flat rate of $125 per agent per month with a flat deposit of $125 per user. There are no hidden fees. In addition to the predictive dialer, features include: inbound and outbound calling, CRM integration, call scripting, call recording, ACD, skills-based routing, IVR, live monitoring, real-time statistics, historical reporting and more.