It has been more than three years since the start of the pandemic. Now that much of the COVID-19 dust has settled, contact center leaders must develop a customer experience strategy for a post-pandemic world.
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Market Landscape: Evolving the Contact Center in 2023 and Beyond
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Market Landscape: The Changing Roles and Environments of the Contact Center and its Agents
Report / 20 Jul 2021 / Ken Landoline
This Market Landscape examines contact center trends in terms of cloud transition, digitization, the infusion of AI, the work-from-home transition, the shift to Super Agents, and the convergence of contact centers and unified communications.
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Global Contact Center Market Forecast – 2020–26
Report / 30 Mar 2023 / David Myron
This forecast reveals agent position changes, broken down by country and region, vertical markets, contact center size, on-premises- and cloud-based usage, in-house and outsourced agents, and work location (remote, in-office, or hybrid).
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ICT Enterprise Insights: Contact Center – 2023
Report / 28 Dec 2022 / David Myron
Executives are concerned about the weakening economy and its potential impact on their businesses. Hence, they are focusing their strategies for 2023 on growing revenue, streamlining operations, and improving customer experiences.
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2023 Trends to Watch: Contact Center
Report / 16 Dec 2022 / David Myron
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.
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Contact Center as a Service (CCaaS) Market Tracker and Forecast – 2H21
Data / 29 Aug 2022 / David Myron
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.
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Workforce Engagement Management Forecast – 2022–27 Data
Data / 24 Apr 2023 / David Myron
This report tracks and forecasts the growing workforce engagement management (WEM) subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.
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The Analyst Team
David Myron
Follow AnalystPrincipal 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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