7 Potential Call Center Technology Trends in 2021

Customer behavior, priorities, and purchasing patterns have evolved dramatically in recent years. Customers are now just as concerned about customer service as they have always been about product quality.

These changes in customer behaviour have prompted businesses across the world to invest in call center software for small businesses as well as to develop technologically advanced call centers in order to meet their customers’ expectations and offer them timely resolutions to their concerns.

Whether it is an electronic appliance company, a home furniture firm, a kitchen accessory brand, or even a gardening business– most businesses are opting for digital transformation for the purpose of providing the finest customer service possible. However, in order to deliver the finest customer service, you will certainly require call center software as well as the ability to keep up with rapidly changing call center technology trends.

This article discusses the top 7 call center technology developments to expect in 2021. Let us learn about each of them in brief without further ado.

Top 7 Call Center Technology Trends to Keep an Eye on in 2021

The Rise of Omni-channel Support

Customers no longer expect to communicate with businesses through a single channel. Instead, they now expect firms to be accessible via as many as possible channels, such as social media, email, and call centers. As a result, you will need to provide omnichannel support to your customers.

Omnichannel customer service provides a slew of advantages, including more ways for customers to interact with businesses, a seamless customer experience, reduces customer churn rate, better data analytics, a centralized system, and quick complaint resolution. The best way to implement omnichannel customer service is to get a call center software for your business.

Intensify Use of Artificial Intelligence For Better Analysis

Data analysis is now more critical than ever. Simply providing resolution of consumer complaints can not be the end of the customer service process. Instead, you should go one step further and conduct data analysis using call center software for small businesses. The extensive data analysis of all the complaints you have received may help you locate a specific bug, fault, or other flaws that your product may have.

Intensify Use of Artificial Intelligence For Better Analysis

Though, in order to perform an in-depth analysis of massive amounts of consumer data, you will certainly require Artificial Intelligence assistance. Using AI, you can perform data analysis more rapidly and efficiently. Overall, we are confident that, by the end of 2021, plentiful customer-centric businesses will adopt artificial intelligence customer service tools to better analyze customer data and provide better customer service.

The Emergence of Self-service Options

In recent years, the self-service approach as a means of customer service has gained significant popularity. Moreover, given the current state of COVID-19, where everything is going online or remote, we can confidently predict that the self-service approach will be on the rise for many years to come as customers seek a contactless approach for customer service in which they can do everything on their own.

To provide customers with a self-service feature, you can try call center software for your business or simply give customers the necessary tools for support on your website or customer portals. In short, looking at the current growth, we are very confident that the self-service approach in customer service will skyrocket in the coming years.

Increased Emphasis on Social Media Platforms

According to the Backlinko research, there are 3.96 billion users actively using social media globally in 2020, a 10.9 percent rise from 3.48 billion in 2019! That is more than half of the world’s population! These statistics are enough to understand the gravity of social media’s importance.

Customers prefer social media to register their complaints and seek assistance for a variety of reasons, including the fact that they receive quick assistance from the company, it is simple to contact customer representatives via social media, and the public complaint is a great way to put more pressure on companies to provide the quick and best resolution.

Increased Emphasis on Social Media Platforms

In a nutshell, we are confident that there will be a greater emphasis on social media platforms in 2021. Therefore, we suggest you invest in call center software for small businesses if you want your company to be visible on social media platforms and develop a strong customer-centric brand image.

Chatbots Will Continue to Grow

In today’s age of virtual communication, chatbots have become essential. These AI-powered bots have a favorable impact on customer service while also bringing value to enterprises. Moreover, these bots provide a plethora of advantages, including the ability to deal with customers in a natural, clear, and simple language, reduce churn rate, and automatically refine their reaction & response by analyzing previous customer interactions.

Moreover, it also lowers operational costs, efficiently processes high-volume inquiries, and can serve as a perfect substitute for human customer service employees. You can introduce chatbots to your customer service process with the help of call center software for small businesses.

Considering all of these factors, we predict that Chatbot-powered customer service will be there for a long time and that we will see its progress and development throughout 2021.

Video Chat Assistance Will Be on a Steady Rise

We have come a long way since the FaceTime video chatting. Video chatting is now also being used to offer customer service. This new customer service approach is gradually becoming a replacement for email and phone calls and is on a steady rise. Some of the reasons behind the rise of video chat assistance are personalized experience, higher customer satisfaction, and improved productivity.

Video Chat Assistance Will Be on a Steady Rise

If you want to add video chat assistance as a part of your customer service, we recommend investing in call center software for small businesses. This customer care software is both efficient and cost-effective. Furthermore, in addition to video chat support, you will also receive multiple other features that will facilitate you in taking your customer service to new heights.

AI-Enabled IVR and Voice Bots

Although an interactive voice response (IVR) system may appear impersonal, when paired with artificial intelligence (AI), it can help solve customer’s problems and deliver superior customer support 24X7. Also, with the help of artificial intelligence and detailed data analysis, businesses will be able to provide more curated and effective resolutions to the customers.

Moreover, AI enhances the caller experience by eliminating the inconvenient menu system (Press 1 for… ), which may otherwise adversely impact the overall customer service experience.

Given all of these compelling benefits of AI-enabled IVR and speech bots, we anticipate a significant rise in their adoption by most customer-centric enterprises in 2021.

These are the 7 major call center technology developments for 2021 that have the potential to completely revolutionize the customer service business. To stay ahead of your competitors, we recommend that you closely monitor all of these trends and adjust your customer service approach as needed.


In a nutshell, 2021 will see numerous intriguing technological transformations at the customer support center front. We will see an increase in omnichannel support and AI analysis. We will also witness the emergence of the self-service approach and video chats. And, we will also notice the continuous growth of chatbots and AI-enabled IVR. In order to implement these developments in your customer service process, you must get a call center software that satisfies your requirements at best.

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