Choosing the right technology for your contact centre isn’t just about chasing trends or finding the most advanced platform.
With countless tools available – from AI assistants to omnichannel platforms – leaders must learn to cut through the noise and focus on tech investments that actually serve their business goals.
The pressure is high: choose wrong, and you risk wasting budget, harming customer experience, and burning out your team.
To find out more, we asked David Samuel, Chief Product Officer at Contexta360, to explain how you can evaluate your options and invest with confidence.
Video: Choosing Tech: How to Make Smarter Technology Decisions
Watch the video below to hear David explain how contact centre leaders can identify and choose what technology they need next and how to make smarter technology decisions:
With thanks to David Samuel, Chief Product Officer at Contexta360, for contributing to this video.
This video was originally published in our article ‘What Tech Should You Buy Next? Here’s How to Choose’
Four Steps to Smarter Tech Decisions
With so many technology options available, it’s easy to get overwhelmed. The trick is to make deliberate, goal-oriented decisions that are grounded in strategy – not hype, as David explains:
“In today’s fast-paced world, technology can be both an asset and a challenge. With so many options, how do you cut through the noise and decide what your contact centre really needs?”
The following four tips can help you evaluate your options and invest with confidence:
1. Start With Clear Business Goals
What are you trying to improve – speed, satisfaction, efficiency, cost? Your technology should directly support those objectives.
“First, identify your business goals, whether it’s increasing customer satisfaction, reducing response times, or cutting costs.
Focus on technologies that directly align with those objectives, avoid getting swept up in the hype, and prioritize tools that deliver real value.”
2. Know Your Customer Needs
Invest in tools that enhance the customer journey, like AI-powered agents or omnichannel platforms that allow seamless transitions.
“Second, understand your customers’ needs. Implement technology that improves their experience, like AI-driven support or seamless omnichannel solutions.”
3. Choose Scalable, Flexible Solutions
Cloud-based and modular systems allow you to grow and adapt your tech without locking you into a rigid framework.
“Third, choose scalable, flexible solutions. Cloud-based modular, or snap-in, solutions grow with your business and keep you adaptable without locking you into rigid frameworks.”
4. Involve All Stakeholders
From IT to agents, get input from every department, as David concludes:
“And finally, involve stakeholders. Get input from IT, management, and frontline agents to ensure the technology integrates smoothly and is user friendly for everyone.
By focusing on goals, customer needs, scalability, and team feedback, you’ll select the right solution for your contact centre.”
This ensures the solution integrates smoothly and is usable across the board.
If you are looking for more great insights from the experts, check out these next:
- 4 Steps to Train Agents to Handle Urgent Customer Queries
- 3 Ways AI Can Empower Agents and Reduce Stress
- Why You Need to Constantly Monitor and Improve Schedule Efficiency
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 27th Jun 2025
Read more about - Video, Contexta360, David Samuel, Videos
