Saturday September 19, 2020

Today’s call centres offer much more than talk

The latest contact centre solutions go beyond phone calls. Róisín Kiberd explores them

2nd February, 2020
Today, contact centres specialise in omni-channel communication, which ranges from traditional phone calls to text, iMessage, social media posting and webchats

Contact centres are evolving, moving beyond the conventional set-up of agents, desks and phones. Today the agent’s role is expanding, becoming more dynamic and often more challenging, while the technology that supports them is more sophisticated and powered by AI.

It doesn’t feel like long ago that Ireland was full of traditional call centres dealing with customers only over the phone. Today, contact centres specialise in omni-channel communication, which ranges from traditional phone...

Subscribe from just €1 for the first month!

Exclusive offers:

All Digital Access + eReader



Unlimited Access for 1 Month

Then €19.99 a month after the offer period.

Get basic
*New subscribers only
You can cancel any time.



€149 For the 1st Year

Unlimited Access for 1 Year

You can cancel any time.




90 Day Pass

You can cancel any time.

2 Yearly



Unlimited Access for 2 Years

This product does not auto-renew

Team Pass

Get a Business Account for you and your team

Share this post

Related Stories

Denis Dullea, who is based at the company’s campus in Athlone, predicts there will be 2.5 billion 5G subscribers by 2025

Emmet Ryan | 6 days ago

Projectors are great for enlivening or clarifying a meeting, speech or presentation, in the office or in educational and training environments, as well as providing a home cinema experience for movies, sports and gaming. The technology behind them advances constantly. Stephen Errity rounded up some of the latest from the big players

Stephen Errity | 1 week ago

Thriftify, the Irish start-up, is bringing charity shops online with a manifesto critical of media, influencer culture and capitalism in general

Róisín Kiberd | 1 week ago