Consult in this paragraph the articles published in the principal magazines of the sector: Call Center and Contact Center.

When thinking about the technology to be used in the near future in a Contact Center, it is impossible not to predict a native IP platform. Many of the current systems are still too fond of traditional telephony platforms, which have been updated with additional items as new needs were appearing. This have not allowed to keep on its progress, because of the effort invested in migrating, instead of creating, and because of the compromises with old protocols, designs and ways of working that, in a way of trying to make longer its depreciation, required complex heuristic methods for its use.

The last advances in technology in the Customer Services, providing new contact channels, able to be registered, as well as the increase in the quality of those already existing, has promoted the recording service from being an auxiliary independent system of simply support in economic transactions for financial entities to become a storage and management component within the technological world CRM.

Multi-channel means to transform the Contact Center into a membrane that surrounds the whole company, through which all the contacts with the customer are made, trying to offer a comprehensive approach of the customer service cycle and to get a 360º view of the customer.

In the Call and Contact Center word, it’s usual to refer to the type-ACD technologies and terminologies as the identifier of an automatic system of calls distribution, to IVR as intelligent voice recognition and treatment systems, to DIALERS as automatic telephone dialing, but the name of voice concentrators is not often used as a possible technological and functional component of a Call Centre.

The technological advance we have experienced during the last two decades has boosted the development of new self-service technologies, widening their development area to a great extent.