Contact center leaders are building AI-powered orchestration hubs connecting enterprise systems, data, and human workflows.
OM138986
Email Article
All set! This article has been sent to my@email.address.
All fields are required. For multiple recipients, separate email addresses with a semicolon.
Please Note: Only individuals with an active subscription will be able to access the full article. All other readers will be directed to the abstract and would need to subscribe.
2026 Trends to Watch: Contact Center
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.
Omdia Recommends
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.
2026 Trends to Watch: Customer Engagement
Report / 18 Dec 2025 / Mila D'Antonio
This Omdia Trends to Watch: Customer Engagement highlights seven trends for 2026 in the customer engagement platform market, including data and AI impacts.
UPGRADE
Workforce Engagement Management Forecast – 2024–29
Data / 10 Oct 2025 / David Myron
Reveals global and regional workforce engagement management (WEM) investment trends by industry and WEM technology subcategory.
UPGRADE
CCaaS Annual Tracker and Forecast – CY24
Data / 17 Jul 2025 / David Myron
Tracks and forecasts CCaaS market revenue and subscription sales in key geographical regions. Also tracks pricing, features, and industry-specific solutions (including agentic AI capabilities) from 30 CCaaS vendors, including AWS Connect, Five9, Genesys, and NICE.
UPGRADE
Global Contact Center Market Forecast – 2023–29
Report / 02 Jun 2025 / David Myron
This report tracks and forecasts contact center APs from 2023 to 2029 by geographical location, industry, contact center size, CCaaS and on-premises seats, in-house and outsourced agents, and work location (remote, in-office, or hybrid).
UPGRADE
An error occured. Please try again later
You are now following this Analyst
You unfollowed this Analyst
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.
More Content By David MyronBecome A Client
Find out more about our full suite of products and solutions.
Become A ClientYou must sign in to use this functionality
Authentication.SignIn.HeadSignInHeader
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.
Omdia Recommends
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.
Thank you
Our expert analysts will review your question and the Ask an Analyst team will get back to you. We aim to respond within 24 hours, but we’re often quicker.
Ask an Analyst
Our team of experts are here to answer your questions. From advice on market trends to a query on research point, and everything in between, we want to hear from you.
Ask an analyst is available as part of a subscription. If you'd like access, contact us today.