Advanced Call Center Technology 2017: The Customer Engagement Center

Based on their previous experience with outdated technology, most consumers dread calling in for customer service. Long hold times, connecting to the wrong agent and repeating themselves over and over again are just some frustrations they are faced with. Additionally, call center managers are tasked with optimizing staffing, keeping costs in check and trying to make sense of data collected and create actionable improvements.

Thanks to advancements in call center technology and the introduction of the customer engagement center (CEC), 2017 is turning into a banner year for customers and call centers alike.

What is a Customer Engagement Center? 

According the Gartner IT Glossary, a CEC refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.

The following essential capabilities of a CEC will help to improve the customer experience while streamlining call center operations: 


Customers want to engage using the channel that best suits their need and environment. The CEC allows for seamless and consistent cross-channel interactions regardless of the channel.

IVR Self-Service

Omni-channel self-service offers a personalized and consistent experience across all customer touch points. A CEC makes self-service interactions easier for customers to use by managing preferences and tailor transactions with segmentation data.

Customer Outreach

A CEC increases agent productivity by calling customers before they call you. Providing customers with critical information such as payment reminders and outage notifications increases service satisfaction and sales revenue.

Customer Service Intelligence

Tailoring the customer experience using interaction and customer data and personal preferences turns routine interactions into a stronger customer relationship. 

Continuous Delivery

Deploying features such as self-service, interaction management and workforce optimization in the cloud reduces the burden of a major upfront capital output while keeping call centers on the cutting edge with the most up-to-date features, automatically.

Contact Center Agent Empowerment

The underlying intuitive technology in a CEC transforms the work environment which in turn empowers agents to provide a better customer experience.

Process and People Optimization

Call center managers are judged on all aspects of monitoring agents in the call center, including call center planning, developing agent skills, rating agents based on metrics and rewarding agents based on performance. Performance management capabilities in a CEC help to optimize operations and engage agents which drives quality interactions by improving service.

Contact Center Reporting and Analytics

Whether a customer is using self-service, getting live assistance, or a combination of the two, it’s important to understand their journey. A CEC provides complete customer engagement reporting and analytics giving organizations insight into efficiencies and opportunities to improve service strategies.

Improving the customer AND agent experience is possible with the advanced call center software behind the customer engagement center. Learn more at