Technavio predicts the global contact center market will expand by $208.2 billion by 2028, growing at a compound annual rate of 10.7%. Key factors driving this growth include advancements in AI, increased adoption of cloud-based systems, and the rise of virtual work environments. Among the key insights:
- AI Transformation: AI is revolutionizing contact centers by enabling faster responses and personalized interactions.
- Virtual Systems & Self-Service: Remote work and virtual tools are growing, enhancing convenience but requiring robust training and system upgrades.
- Shift in Communication Trends: A decrease in voice-based systems is expected, with text and social media interactions gaining prominence.
- Operational Challenges: Managing resources effectively to meet average speed of answer (ASA) goals is a top challenge.
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For more information on Cloud Contact Center, check out our Cloud Design CCaaS Guide.