Dialing Into the Future: How Call Center Technology Can Master Customer Experience

The role of call center technology has evolved — from a cost center into a critical touchpoint for driving customer loyalty, trust, and retention. However, outdated systems, unpredictable call volumes, and fragmented workflows continue to hinder many operations.

So, how do today’s leading contact centers scale support, meet rising expectations, and stay resilient in a hybrid, always-on world?

Let’s dive into the biggest challenges facing modern call centers — and how a next-generation media server can help overcome them.

Why Contact Center Technology Must Evolve

The pandemic wasn’t just a disruption — it was a stress test. At one point, call volumes surged by 300%.  While that spike was temporary, customer expectations have permanently shifted.

According to CFI Group, 76% of consumers still prefer speaking to a real person by phone. However, they also expect fast answers, personalized experiences, and access across their preferred channel of choice — whether that’s phone, email, video, chat, or social.

That means contact center technology needs to do more than answer calls. It needs to:

• Reduce wait times

• Provide smarter routing and self-service

• Scale fast during high volume

• Offer secure, omnichannel communications

The Problem with Traditional Infrastructure

Legacy platforms often struggle in four key areas:

• Call routing inefficiencies – Outdated IVRs lead to long waits and frustrated customers.

• Lack of omnichannel support – Traditional systems don’t handle voice, email, and social channels in one place.

• Poor scalability – Peak-time traffic overwhelms systems.

• Limited cloud support – Many platforms aren’t built for today’s remote or hybrid work models.

The Solution: A Next-Gen Media Server

A high-performance media server is the foundation for transforming your contact center technology. Dialogic’s PowerMedia XMS delivers:

• WebRTC support for browser-based calling and flexibility across devices

• Advanced media processing for voice, video, content sharing, and conferencing

• Elastic scalability to manage thousands of simultaneous sessions

• Cloud-ready deployment – on-prem or hybrid, your choice

• Broad compatibility with legacy and future systems

This means your team can route calls smarter, serve customers faster, and keep conversations consistent across platforms.

Sample Call Workflow with Dialogic Media Server

A typical contact center interaction with PowerMedia XMS might look like this:

1. Inbound call or WebRTC session begins

2. IVR guides the customer based on intent

3. Call routes to self-service or live agent

4. Agent uses media tools like tutorials or screen shares

5. Conferencing enabled if escalation is needed

6. Smooth call completion

7. Interaction is recorded for analytics, QA, and compliance

Real-World Results: GlobalTech’s Transformation

GlobalTech, a multinational call center, faced rising call volumes and a dated infrastructure. Their goals:

• Reduce handling time

• Boost satisfaction

• Add multimedia and cloud support

• Avoid full rip-and-replace

The results after deploying Dialogic’s media server:

• ⬇️ 15% drop in average handling time

• ⬆️ 22% increase in customer satisfaction

• Full omnichannel capabilities

• Cloud-deployable infrastructure for future growth

The Bottom Line

Your contact center technology can’t afford to stay stuck in the past. Today’s customers expect more — and your teams need tools that deliver.

With Dialogic’s PowerMedia XMS and Media Servers, you can modernize operations without rebuilding from scratch. You’ll get:

• Reliable, secure communication across voice and video

• Efficient workflows with self-service and smart routing

• The ability to scale fast, in the cloud or on-prem

• A platform built for growth — not just patchwork fixes

Let’s Get Started

Whether you’re looking to modernize legacy voice infrastructure or scale call capacity with minimal disruption, Dialogic’s media server solutions make it easier — and more flexible — than ever.

Let us help you future-proof your communications.