{"id":9075,"date":"2020-06-10T09:00:09","date_gmt":"2020-06-10T08:00:09","guid":{"rendered":"\/gb\/en\/blog\/?p=9075"},"modified":"2023-01-17T10:26:10","modified_gmt":"2023-01-17T10:26:10","slug":"call-contact-centre-trends-technology","status":"publish","type":"post","link":"\/gb\/en\/blog\/call-contact-centre-trends-technology\/","title":{"rendered":"Part 3: Call Centre Trends: Technology &#038; Investment"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Disruption from new technology is being felt across all industries and sectors. Advances in areas such as software, AI, and more are having a profound impact on <\/span><a href=\"\/gb\/en\/blog\/exposure-technology-shaped-expect-do-work\/\"><span style=\"font-weight: 400;\">how we do business<\/span><\/a><span style=\"font-weight: 400;\">. Contact centres are at the forefront when it comes to tech development. Many emerging technologies have found their initial uses in the industry.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the third of RingCentral\u2019s <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">contact centre<\/a> series, we\u2019re going to look at the different tech that is taking hold. We\u2019ll explore the areas where centres are investing in new solutions and innovations. We\u2019re also going to consider how those technologies may affect the contact centre niche.\u00a0\u00a0\u00a0<\/span><\/p>\n<h2><strong>Primary Tech Trends for Contact Centres<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">The call centre industry is a rapidly evolving one. How centres manage their staff and how they interact with customers is changing. Those changes are in part due to new demands from customers. People now expect the ability to contact companies across a range of channels.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What drives the evolution of contact centres is the emergence of new technology. What follows are six tech trends that have made a significant impact. They\u2019re also the emergent technologies that look set to reshape the niche in the coming years.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"https:\/\/www.automationanywhere.com\/rpa\/robotic-process-automation\"><span style=\"font-weight: 400;\">Robotic process automation (RPA)<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Data analytics<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Systems, software &amp; integration<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Chatbots &amp; other real-time AI<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Cloud-based solutions<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Improved hardware<\/span><\/li>\n<\/ul>\n<h3><strong>Robotic Process Automation (RPA)<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Robotic Process Automation (RPA) is a tech trend that\u2019s taking hold in many industries. In layman\u2019s terms, RPA refers to the handling of basic, repetitive tasks by software or \u2018bots\u2019. RPA solutions are powered by AI and machine learning. They\u2019re able to perform time-consuming processes and jobs in a fraction of the time of a human.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good example is the processing of an invoice. Imagine a customer emails an invoice to a company. Via RPA, a bot can automatically pull an invoice attachment from an email. It can then transpose it into an Excel sheet, from which the data can get entered into all relevant systems. <\/span><a href=\"https:\/\/www2.deloitte.com\/uk\/en\/pages\/innovation\/solutions\/robotic-process-automation.html\"><span style=\"font-weight: 400;\">According to Deloitte<\/span><\/a><span style=\"font-weight: 400;\">, such automation can see the whole process completed 15x faster.\u00a0\u00a0\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-9076 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-22.jpg\" alt=\"Part 3: Call Centre Trends: Technology &amp; Investment-222\" width=\"1000\" height=\"556\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-22.jpg 1000w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-22-300x167.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-22-640x356.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-22-768x427.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-22-250x140.jpg 250w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><b>Source: <\/b><a href=\"https:\/\/www.horsesforsources.com\/storage\/app\/media\/Blog%20Dec%202018\/rpa-software-services-2016-2022.jpeg\"><span style=\"font-weight: 400;\">Horse for Sources<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.horsesforsources.com\/RPA-forecast-2016-2022_120118\"><span style=\"font-weight: 400;\">HFS Research<\/span><\/a><span style=\"font-weight: 400;\">, the RPA market is a significant one that is growing apace. The global market reached a size of $1.7 billion towards the end of 2018. Projections by HFS based on that figure suggest that by 2022 total RPA revenue may be as much as $4.3 billion.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centres were some of the earliest adopters of RPA technology. They\u2019re environments where the benefits of RPA are numerous. Call centre agents traditionally manage many tasks aside from actual customer interactions. They include things like updating systems, inputting data, or performing post-call processing. It\u2019s precisely these tasks that RPA can manage.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Handing off simple, transactional jobs to tech helps agents work more efficiently. They can focus on tasks that need \u201csubstantial cognitive power or emotional capacity\u201d, as Nikola Mrksic from Poly AI puts it. They\u2019re the kind of activities that only a human can handle.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FM Outsource is also excited about the potential of tech-driven automation. Jack Barmby, the Founder of FM Outsource, shared his view:<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u2018Let the tech do the legwork. The agent should be focussed on managing the customer\u2026If it\u2019s a repetitive task, an agent shouldn\u2019t be doing it.\u2019\u00a0<\/span><\/i><\/p>\n<h3><strong>Data Analytics<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Data analytics in and of itself isn\u2019t new in the call centre niche. Contact centres have long used the data generated via customer interactions <\/span><a href=\"\/gb\/en\/blog\/analytics-improve-contact-centre-performance\/\"><span style=\"font-weight: 400;\">to guide and direct operations<\/span><\/a><span style=\"font-weight: 400;\">. Data on call volumes and the like get used for forecasting and workforce management. Tracking metrics like on-call time is a well-practiced way of judging agent efficiency.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But the intelligence and scope of data analytics available to centres are what\u2019s grown in recent years. The development of AI and especially machine learning, has been vital in this regard. AI-driven solutions can swiftly process and analyse vast volumes of data. Thanks to machine learning, they can identify patterns in that data and draw out useful insights.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Such AI-powered handling of data is known as \u2018predictive analytics\u2019. Predictive analytics is already being employed by some contact centres, but its uptake is likely to grow. The tech can deliver some notable practical benefits to contact centres. They include things like:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Predicting future outcomes<\/b><span style=\"font-weight: 400;\"> \u2013 Estimating the potential for sales to close or pointing out customers who may be about to abandon a brand.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Identifying trends &amp; their impacts<\/b><span style=\"font-weight: 400;\"> \u2013 Finding patterns that suggest the reason for changes in customer demand or activity. For instance, analytics may find a cause of periods of higher call volume or longer call times. Centres can then predict when these things will happen again in the future.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It\u2019s becoming more critical for firms to develop a data-driven <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a>. Utilising such adata allows firms to deliver the swift, personalised service consumers now expect. That\u2019s why smarter, tech-driven analytics is set to remain an area of particular interest to contact centres.\u00a0\u00a0<\/span><\/p>\n<h3><strong>Systems, Software &amp; Integration<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Aside from AI, call centres also employ many other cutting-edge solutions. Yes, firms in the niche use an array of contact systems, platforms, and other software. Developing these kinds of solutions is another area of interest for contact centres. As is finding the best way to <\/span><a href=\"\/gb\/en\/blog\/closing-the-gap-boosting-productivity-through-application-unification\/\"><span style=\"font-weight: 400;\">integrate the diverse, disparate systems<\/span><\/a><span style=\"font-weight: 400;\"> the centres use.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centres are increasingly investing in more complex contact systems. Such systems incorporate elements like smart desktops, automated routing, softphones, and more. The idea of such solutions is to allow agents to help customers as efficiently as possible. Precisely what that means differs from one business and their customer base to the next.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not all contact centre businesses custom build their own contact systems. Investment in software and means of integrating software platforms is high industry-wide, however. Cymphony, for example, needs a software solution that can work across more than 50 different CRM platforms. Having a solution that can work across systems is an understandable priority.\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-9077 size-large\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-12-640x549.png\" alt=\"Part 3: Call Centre Trends: Technology &amp; Investment-132\" width=\"640\" height=\"549\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-12-640x549.png 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-12-300x258.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-12-768x659.png 768w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-12-1536x1319.png 1536w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-12.png 1999w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/p>\n<h3><strong>Chatbots &amp; Other Real-Time AI<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">In the first post of this series, we explained how the term \u201ccontact centre\u201d is often more apt than \u201ccall centre\u201d. For you see, agents interact with customers via many diverse channels these days. And speaking on the phone is only one of them. The introduction of <\/span><a href=\"\/gb\/en\/blog\/the-rise-of-chatbots\/\"><span style=\"font-weight: 400;\">chatbots<\/span><\/a><span style=\"font-weight: 400;\"> as a new channel is another tech trend in the contact centre niche.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many businesses have introduced chatbots as a new method of customer support. The software solutions, powered by conversational AI, can simulate human interaction. Take the \u2018live chat\u2019 or \u2018web chat\u2019 options offered by many websites. A customer can often hold a text chat with a \u2018bot\u2019 rather than a human to get answers to simple questions. Thanks to machine learning, those bots can \u2018understand\u2019 queries and deliver the relevant replies.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They\u2019re also useful solutions for straightforward support processes, like resetting passwords. Nikola at Poly AI feels chatbots used in that way can often give a better experience than an agent.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The extent to which chatbots could impact the contact centre niche is hotly debated. In 2011, Gartner predicted that by 2020, <\/span><a href=\"https:\/\/www.gartner.com\/imagesrv\/summits\/docs\/na\/customer-360\/C360_2011_brochure_FINAL.pdf\"><span style=\"font-weight: 400;\">85% of customer service interactions<\/span><\/a><span style=\"font-weight: 400;\"> would get powered by AI bots. That hasn\u2019t proved correct. Such bots do get widely used to support human agents, though, as do other real-time AI solutions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now, real-time language analysis is one of the most exciting of those types of solutions. It\u2019s an area of AI in its infancy but could prove invaluable to call centres. The tech works by \u201clistening\u201d to conversations between an agent and caller. AI then enables the solution to assist the agent. That may be by accessing relevant info. It could even extend to helping the agent recognise when a caller gets frustrated or angry.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<h3><strong>Cloud-Based Solutions<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Migrating to the cloud is another trend in tech investment in the contact centre niche. A recent <\/span><a href=\"https:\/\/www.westuc.com\/en-gb\/whitepapers\/state-customer-experience?bypass=yes&amp;elqTrackId=b869816af7384ffaa27bc7f0ed78eb3f&amp;elq=deaa9f73d9184c579bdcf29c983bbcc7&amp;elqaid=14236&amp;elqat=1&amp;elqCampaignId=\"><span style=\"font-weight: 400;\">State of Customer Experience study<\/span><\/a><span style=\"font-weight: 400;\"> found that 39% of centres are already cloud-based. Meanwhile, 53% of businesses surveyed planned to make a <\/span><a href=\"\/gb\/en\/blog\/cloud-shapes-future-business-collaboration\/\"><span style=\"font-weight: 400;\">move to the cloud<\/span><\/a><span style=\"font-weight: 400;\"> in the next three years.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-9078 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-32.jpg\" alt=\"Part 3: Call Centre Trends: Technology &amp; Investment-464\" width=\"1345\" height=\"281\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-32.jpg 1345w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-32-300x63.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-32-640x134.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-technology-and-investment-32-768x160.jpg 768w\" sizes=\"(max-width: 1345px) 100vw, 1345px\" \/><\/p>\n<p style=\"text-align: center;\"><b>Source: <\/b><a href=\"https:\/\/www.westuc.com\/en-gb\/whitepapers\/state-customer-experience?bypass=yes&amp;elqTrackId=b869816af7384ffaa27bc7f0ed78eb3f&amp;elq=deaa9f73d9184c579bdcf29c983bbcc7&amp;elqaid=14236&amp;elqat=1&amp;elqCampaignId=\"><span style=\"font-weight: 400;\">West UC<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">There are a range of reasons why many centres are switching to cloud-based solutions. Some of the most notable are as follows:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Deployment &amp; Flexibility \u2013 <\/b><span style=\"font-weight: 400;\">It\u2019s quicker both to establish and to grow or adapt a cloud-based call centre system. The on-premises alternatives have a lot of physical infrastructure. With a cloud-based solution, centres can scale and change with ease. Cloud-based solutions, too, are vital for allowing home working. That\u2019s something we\u2019ll look at in more detail later in this series.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Reliability \u2013 <\/b><span style=\"font-weight: 400;\">On-premises systems are less resilient to disasters. If there&#8217;s a power failure, a centre reliant on such a system will suffer a period of downtime. A system hosted in the cloud can get accessed from anywhere. Agents can log on and work from home or elsewhere, to overcome any issues.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Return on Investment (ROI) \u2013 <\/b><span style=\"font-weight: 400;\">A final reason contact centres invest in cloud-based solutions is because the expense pays off. Ongoing costs for on-premises solutions are often higher than cloud-hosted alternatives. Hardware and infrastructure have to get replaced and maintained. Scaling or changing physical systems is also trickier and more expensive.\u00a0 <\/span><b>\u00a0\u00a0<\/b><\/li>\n<\/ul>\n<h3><strong>Improved Hardware<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">With all the talk of AI and other smart software solutions, it\u2019s easy to forget good old hardware. Upgrading the equipment that agents use can have a real impact on the efficiency of a contact centre. Many firms in the niche invest a lot in kit like wireless and noise cancelling headsets or superior computers to run the many necessary software solutions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">David Rolf at Cymphony explained to us that noise cancelling headsets were one of the firm\u2019s most significant tech investments in 2019. Such headsets shut out the ambient noise of the contact centre and make it easier for agents to concentrate on their callers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cutting-edge headsets also boast improved range as well as noise cancelling capabilities. Those features keep agents mobile in the contact centre without compromising call quality. Mobile advisors can find any documentation they may need or get help from colleagues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Such capabilities may seem of minimal importance. In practice, though, they can raise productivity considerably. Agents handle the more complex enquiries for which automation isn\u2019t suitable. Those enquiries often need input from many sources \u2013 both informational and human. Hardware that makes it easier to get that input can make a real difference.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<h2><b>Tech &amp; The Contact Centre \u2013 Revolution or Evolution?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The contact centre niche and technological advancement are inextricably linked. Centres forever search for new tech to improve both agent and customer experience. Some have wondered if automation and AI may change the face of call centres irreversibly. Others have predicted that the new tech might <\/span><a href=\"https:\/\/www.theguardian.com\/business\/2018\/may\/12\/robot-technology-threat-terminist-uk-call-centre-workforce\"><span style=\"font-weight: 400;\">replace human agents altogether<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Those who work in the industry disagree. The experts we spoke to see modern tech as a way of supporting, not replacing, agents. Nikola Mrksic at Poly AI explained why he believes that\u2019s going to remain the case: \u201cIn a world where we\u2019re more service-oriented, and the products we use are more and more complicated, we need more customer service, not less.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That the focus of contact centres is on offering quality service supports that view of emerging tech. When the primary concern is for customer experience, real human service is irreplaceable. The impact of tech on contact centres, then, is better viewed as evolutionary, not revolutionary.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Disruption from new technology is being felt across all industries and sectors. Advances in areas such as software, AI, and more are having a profound impact on how we do &hellip; <a href=\"\/gb\/en\/blog\/call-contact-centre-trends-technology\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;Part 3: Call Centre Trends: Technology &#038; Investment&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":10421,"comment_status":"open","ping_status":"closed","sticky":false,"template":"single-blog-series.php","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Part 3: Call Centre Trends: Technology &amp; Investment | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"isruption from new technology is being felt across all industries and sectors. 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Advances in areas such as software, AI, and more are having a profound","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/gb\/en\/blog\/call-contact-centre-trends-technology\/","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":":\/gb\/en\/blog\/call-contact-centre-trends-technology\/#article","isPartOf":{"@id":"\/gb\/en\/blog\/call-contact-centre-trends-technology\/"},"author":{"name":"RingCentral Team","@id":"\/gb\/en\/blog\/#\/schema\/person\/cc4f043d2b478862a8622c28b0ebd08c"},"headline":"Part 3: Call Centre Trends: Technology &#038; Investment","datePublished":"2020-06-10T08:00:09+00:00","dateModified":"2023-01-17T10:26:10+00:00","mainEntityOfPage":{"@id":"\/gb\/en\/blog\/call-contact-centre-trends-technology\/"},"wordCount":1886,"commentCount":0,"publisher":{"@id":"\/gb\/en\/blog\/#organization"},"articleSection":["Contact Centre"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":[":\/gb\/en\/blog\/call-contact-centre-trends-technology\/#respond"]}]},{"@type":"WebPage","@id":"\/gb\/en\/blog\/call-contact-centre-trends-technology\/","url":":\/gb\/en\/blog\/call-contact-centre-trends-technology\/","name":"Part 3: Call Centre Trends: Technology & Investment | RingCentral UK Blog","isPartOf":{"@id":"\/gb\/en\/blog\/#website"},"datePublished":"2020-06-10T08:00:09+00:00","dateModified":"2023-01-17T10:26:10+00:00","description":"isruption from new technology is being felt across all industries and sectors. 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