Customer Contact Technology

Technology implementation has grown in customer contact centres and this has been driven by the need to make new communication channels available. Many centres strive to provide a consistent service across a choice of access mechanisms(vehicles of response), these access mechanisms (listed below) all need suitable supporting technology to underpin them.

Technology is critical and decisions on appropriate technology can be difficult.


This module introduces students to the wide and evolving range of customer contact technology available.  It highlights the intended use of each system, explores issues, challenges and benefits of technology integrating with each other.  Student swill be encouraged to look beyond the technical details and explore the rationale, benefits and business case for using various technology systems within organisations.

Students do not necessarily need to have much technical ‘how it works’ knowledge, but should have a basic understanding of ‘what it does’ – the features, applications and business benefits of each system.



Understand the benefits of individual systems and why they would / would not work within individual organisations


Link the technological solutions to current and future business processes



Identify best fit solutions for individual organisations


Develop SWOT analysis for individual technology packages



Develop ‘proof of concept’ methodology to test-run technology


Present Implementation recommendations in a report format


Demonstrate appropriate interrogative skills when discussing technology with providers



Appreciate the need to stay in tune with technology updates and new system concepts


Demonstrate ability to develop business plans for new technology implementation


Demonstrate the ability to consider wider business objectives and needs when looking at potential technology solutions



Technology Overview

  • Choice – mixing and match components, software and solutions from best of class vendors
  • Speed – easier integration of multiple applications
  • Scalability – ramping up or down, centres ‘stitched together’ to manage volumes
  • Cost savings – open system architectures, competition and innovation among vendors
  • System redundancy – allowing for business continuity and disaster recovery within timeframes
  • Migrating service provision
  • System integration

Types of Technology

  • Automated/Interactive Voice Response
  • Computer telephony integration
  • Call Switching And Distribution Management
  • Web enabled Centres
  • Cloud Technology
  • Voice over Internet Protocol (VoIP)
Take a look at these articles, videos and links
Advanced Planning Techniques - Forecasting & Scheduling
Assessing and Planning the Future
Customer Contact Analysis
Customer Contact Centre Finance (1)
Customer Contact Organisations
Customer Service Quality
Effective Customer Contact Centre Operations
Financial Controls and Reporting
Industry Investigation
Innovation and Change Project
Introduction to Planning
Leadership and Building Teams
Operations and Quality Systems
Principles of Project Management
The Customer Contact Environment
Understanding Resources
You and Your Development


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