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2022 Trends to Watch: Contact Center

Omdia explores why COVID-29 has accelerated the reimagining of the contact center as one where omnichannel and automation are essential for survival.

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2022 Trends to Watch: Customer Engagement

The past two years have produced a collective shift to a predominately digital model for how consumers interact in their personal lives, at work, and with brands. Sustainability of this new reality belongs to enterprises that can deliver an intelligent, contextual, frictionless, and real-time data-driven human experience. Here are three trends that will shape CX in 2022.

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Microsoft Ignite November 2021 – filling competitive gaps and skepticism around Microsoft’s strategy

Microsoft held its Ignite conference on November 2–4, 2021. Microsoft continues to innovate at blistering speed, but its “endless pursuit of more” is creating confusion. We question the vendor’s focus on more functionality and strategy.

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Market Landscape: The Changing Roles and Environments of the Contact Center and its Agents

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 – 2018–24

This global forecast of contact center seats projects agent demand considering multiple variables including COVID-19, country GDP, teleworking, and evolving technologies such as artificial intelligence, machine learning, and automated agents.

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Communicating complex concepts in IT using metaphors

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Omdia Research Schedule – 2022

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Hyland focuses on accelerating digital transformation

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Realizing benefits – a continuous and active process

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2022 Trends to Watch: Contact Center

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The Analyst Team
Daniel Mayo

Senior Director, Enterprise IT

Daniel Mayo
Mila D'Antonio

Principal Analyst, Connected Enterprise

Mila D'Antonio
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