The Contact Center in 2025

Monet Software

Recently, we came across an article written by an industry executive that dared to guess what the contact center would look like in 2025. Thus, in 2025, as will likely be the case in 2035, 2045 and beyond, a company’s responsibility to its customers is to deliver satisfaction, and part of that involves delivering a personalized experience. Predictions are tricky things.

Embracing Remote Work

Contact Center Pipeline

workforce will be working remotely by 2025 […]. The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance.

How Millennials Are Changing Customer Service


As younger millennials graduate and join the workforce, they will comprise more than 75% of the labor force by 2025. Millennials make up more than 20% of the US population, but they are one-half of the workforce.

Enabling Smarter Engagement Through Personalized Proactive Communication

Rant And Rave

Analysts predict the global Customer Experience Management marketplace to explode to a staggering $33bn by 2025.

Scheduling Flexibility: Tips to Empower & Engage

Contact Center Pipeline

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the work environment. Increased collaboration, leadership transparency, real-time feedback, employee growth and development—these are some of the developments that can be tied to millennials’ workplace preferences. More recently, the need for better […].

Make Sure your CX is Switched on During the Big Switch-Off


In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services.

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TechValidate survey findings: how customers are using Quadient


In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. Enterprises and organizations continue to be inundated with data. With that much data being created, IDC analysts argue that data monetization will become a major source of revenue for organizations in the future

AI Chatbots Vs. Human Powered Live Chat: Which is Winning the Customer Service Game?

Provide Support

billion by 2025, a compounded annual growth rate (CAGR) of 24.3%. AI Chatbots Vs. Human Powered Live Chat.

5 Trends Set to Define Next Generation Customer Experience in 2019


Servion has predicted that by 2025, some 95% of customer interactions will be powered by AI.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center


Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”.

Infographic – AR in Customer Service


AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years.

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

Autonomous vehicles will completely transform ownership and usage in urban areas by as soon as 2025 – and will be utterly ‘connected’ (see “The Internet of Cars” referenced by Goldman Sachs in their excellent article “ Cars 2025 ”).

Step up Customer Assistance with Live Video Support


With Goldman Sachs predicting that AR will be an $80B market by 2025, it seems that more and more forward-thinking companies will be implementing live video interactive assistance.

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Application Ecosystems and the Future of the Contact Center


Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. Digital transformation is about creating experiences that matter, but what does this look like within the contact center?

Stop Ignoring the Impact AI Can Have on Your Business TODAY

NICE Systems

Will “The Robots” take over completely by 2021, 2025, 2050? With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. I recently upgraded my phone.

Big Data’s Big Problem

Beyond Philosophy

Frost and Sullivan, the growth consulting firm, predicted that by the year 2025, global traffic would be measured in 100 Zettabytes. Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture.

How (and why) the enterprise is redefining the gig economy


Netherlands-based human resources giant, Randstad, cites its Workplace 2025 study to point out that the shortage of talent along with globalization are among the top reasons for enterprises to build an agile workforce. Fifty-two percent of C-suite executives say by 2025, their organizations will be much more committed to building an agile workforce. Why agile workers are a competitive advantage.

The Bots Have Eyes: Why the Evolution of Visual Chatbots Has Entrepreneurs Excited


It was a novel concept at the time, but the technology is now ubiquitous in the industry, with the financial robo-advice market projected to grow to $7 trillion by 2025, according to CNBC. The world may be enamored with bots at the moment, but they’ve actually been around for quite some time.

The shift from cost center to OPPORTUNITY center

NICE Systems

By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals. In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized.

AI Customer Service: Today’s Most Transformative Technologies


billion worldwide by 2025, with a CAGR of 22.9 Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years.

AI IRL Podcast Episode 20: Can AI Save Billions in Clinical Research Costs?

bold360 Blog

By 2025, 70% of clinical trial participants will be using wearable technology, creating even more data. Subscribe via iTunes , Spotify and more. When the cost of drug development has increased a few hundred fold, how do you find a way to cut expenses and time? AI to the rescue.

AR for Field Service: Should you Choose Smart Glasses or Mobile Devices?


With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. .

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7 Trends That Will Shape The Future Of Customer Focused Marketing


This is not a trend to overlook as recent studies have shown that by 2025, IoT apps will have over $10 trillion worth of influence. It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess.

Contact Center of the Future: 5 Essential Investments


Gartner predicts that by 2025 , the average contact center organization will be exploiting the benefits of an application ecosystem approach to better equip staff and enhance service.

Chatbots are useful, not powerful!

Etech GS

For instance, a recent Forrester study shows that Ai, automation, and robots are predicted to replace humans in at least 7% of jobs by 2025. Today’s world is strangely divided when it comes to views and belief systems involving artificial intelligence.

What makes Millennial Salespeople Want To Join Your Company?

Integrity Solutions

According to an Ernst & Young study , millennials will comprise 75% of the global workforce by 2025. Many companies have aspects that appeal to this generation, and there are three critical factors you can focus on to attract and grow millennial salespeople. By Boris Zecevic.

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AI IRL Podcast Episode 11: How Intuit’s AI handles money smartly

bold360 Blog

“In 2025, we envision a world where going to a machine and logging on and interacting with a two-dimensional visual based paradigm is not the way to do it,” says Kadaba. Subscribe via iTunes , Spotify and more. If AI is where the smart money is going, how does AI handle the smart money?

What does Goal and Expectation Setting Mean in Customer Success?


We know that having clear objectives is paramount, regardless of what project you’re undertaking, both in your personal and professional life.

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PPC Marketing to the over 50s: Connect with the Silver Spenders


By 2025, they will be responsible for one in four pounds spent in the UK". No business wants to miss out on a substantial, often untapped revenue source. Yet for those ignoring the over 50s in a breathless chase to capture the millennial zeitgeist, it’s an everyday occurrence.

Moving to a Collaborative Unified Communications World – A Migration Strategy for Customer-facing Businesses

Enghouse Interactive

A recent report by Global Market Insights estimated the Unified Communications and Collaboration (UCC) market size at over US$32 billion in 2018, with a CAGR of 8% from 2019 to 2025. Organisations of all shapes and sizes are looking to migrate from traditional PBX telecoms platforms to unified communications (UC) environments, integrating their contact centre for greater collaboration. The market is growing robustly.

The Power of AI to Drive Change


The World Economic Forum predicts that digital transformation will provide economic value to business and society that will top $100 trillion dollars by 2025. AI presents a huge opportunity, possibly bigger than digital transformation itself.

Augmented Reality Remote Assistance – The Complete Guide


With Goldman Sachs predicting that AR will be an $80B market by 2025, the future seems promising for forward-thinking companies who implement AR remote assistance. What is augmented reality remote assistance? Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. .

The Nightmare After Christmas: ‘Tis the Season for Augmented Reality for Retailers


The technology is being adopted quickly, with Goldman Sachs predicting that AR will be an $80B market by 2025. You’ve heard of the Nightmare Before Christmas, but for retailers, especially those carrying consumer tech products, the real horror begins after gifts are opened. Here’s why some companies are hoping augmented reality will help them sleep easy. This holiday season, Santa will be delivering hot consumer products all across the globe. And if the big guy doesn’t come through?

Why the Human Touch is Crucial to AI-Powered Virtual Assistants


billion by 2025, a recent Gartner study found that 40 percent of bot/virtual assistant applications launched in 2018 will have been abandoned. We’ve talked in length about the reputation AI tends to have – overpowering and sometimes downright creepy.

Boosting Your Customer Support: Human-Operated Live Chat vs Chatbots


billion in 2025. When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person.

Three AI Applications to Transform Your Customer Interactions


Gartner predicts that 95% of customer interactions will be driven by AI by 2025, leveraging chatbots and mobile messaging to complete simple tasks. Could there be value lying dormant in your company? Claire Fastier gives three examples of AI unlocking efficiency and opening avenues for your customer like never before. Artificial intelligence is everywhere.

How Will Automation, AI and IoT Shape User Experience?

Answer Dash

Whilst we are only just starting to see the benefits of AI in customer experience, by 2025, it is expected that 95% of customer interactions will be aided by AI.

Conversational AI and Customer Engagement – What are the experts saying?


In a recent report, Gartner stated that by 2025, customer service organizations that embed AI in their multichannel customer engagement platform will elevate operational efficiency by 25%. Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience.

Workforce AI: The Driverless Contact Center


billion in 2025. Are there any two words that strike more hopeful excitement and visceral fear into the hearts of men and women than “Artificial Intelligence”?

The Customer Service Bot That Can Save Humanity 

Toister Performance Solutions

Forrester predicts that robots and artificial intelligence (AI), collectively referred to as "bots," will replace 7 percent of US jobs by 2025. Robots can be scary. They sometimes feels like a barrier to real customer service. Such as when you find yourself yelling "Human! Human! Human!"