The 2025 IT Enterprise Insights Survey covers IT drivers, IT investments, and sourcing across all geographical markets and key verticals. This report leverages data from the survey to offer insight into the contact center industry.
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IT Enterprise Insights: Contact Center – 2025
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Market Landscape: Transforming Contact Centers with Cloud and AI Solutions
Report / 07 Oct 2024 / David Myron
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.
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Global Contact Center Market Forecast – 2021–27
Report / 29 Mar 2024 / David Myron
The 2024 forecast tracks contact center agent position changes by country and region, vertical markets, contact center size, cloud-based and on-premises use, in-house and outsourced agents, and work location (remote, in-office, or hybrid).
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IT Enterprise Insights: Contact Center – 2024
Report / 20 Dec 2023 / David Myron
With an eye on the economy, business leaders are mindful of improving operational efficiencies, growing revenue, and improving customer experiences.
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2024 Trends to Watch: Contact Center
Report / 18 Dec 2023 / David Myron
Omdia reveals three key developments affecting contact centers in 2024: declining agent positions, global CCaaS sales expectations, and the growing trend toward hybrid work environments.
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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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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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