Omdia reveals four key trends affecting contact centers in 2023: declining agent populations, cloud licenses surpassing on-prem installations, voice joining the digital revolution, and AI enabling personalization and automation at scale.
2023 Trends to Watch: Contact Center
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Global Contact Center Market Forecast – 2019–25
This forecast reveals the global contact center agent growth/shrinkage rates by country and region, broken down by various segments, including vertical markets, contact center size, premises-based and cloud-based systems, and in-house and outsources agents.
Data / 11 Apr 2022 / David Myron
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Contact Center as a Service (CCaaS) Market Tracker and Forecast – 2H21
This report tracks and forecasts CCaaS market revenue and license sales in four key geographical regions. It also tracks features and industry-specific solutions from Amazon Web Services, Avaya, Five9, Genesys, NICE, Vonage, and others.
Data / 29 Aug 2022 / David Myron
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Workforce Optimization Technologies Forecast – 2021–26
Tracks and forecasts the growing subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.
Data / 04 Oct 2022 / David Myron
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The Analyst Team
David Myron
Principal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
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These are Omdia driven recommendations based on content that is both similar, and has been frequently visited by other users in combination with the content you are currently viewing.
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