Due to cloud-based AI and automation innovations, Omdia expects the contact center software industry to stay on a healthy growth trajectory over the next few years.

Summary

Catalyst

Cloud-based contact center solutions, which were required to enable pandemic-prompted work-from-home environments, are now desired for their ability to deliver rapid innovation. One of the benefits of cloud-based contact center solutions is vendors are constantly enhancing their offerings with new features and functionalities, which can easily be disseminated to subscribers at the push of a button. Because of this, and the recent interest in artificial intelligence (AI) and automation innovations, as well as a strong focus on integrating applications and data across the enterprise, the contact center software industry is expected to stay on a healthy growth trajectory over the next few years.

Omdia view

The recent flood of innovation in AI and automation will usher in a new wave of benefits for enterprises that utilize them. However, to get the most out of them, contact center vendors must focus on integrating the necessary applications and data across the enterprise to ensure each customer experience is supported by the full use of enterprise-wide data.

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