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.

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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 […].

How Millennials Are Changing Customer Service

Ansafone

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.

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

Cyara

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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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.

Customer Self Service – What the Future Holds

TechSee

by 2025. by 2025 , the trajectory toward fully visual customer self service is well established. For your copy of “What Self Service Will Look Like in 2025,” a truly eye-opening eBook, click here.

TechValidate survey findings: how customers are using Quadient

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 IRL Podcast Episode 41: 3 Questions to Avoid Bias in 2020

bold360 Blog

Right now, there’s this expectation that in customer service, 95% of all customer interactions are going to be driven by AI by 2025,” Vasco said. In customer service, 95% of all customer interactions are going to be driven by AI by 2025.”

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.

Talkdesk Among Vendors for Four Pillars of Customer Service in Gartner Report

Talkdesk

By 2025, customer service organizations that embed AI in their multichannel customer engagement platform will elevate operational efficiency by 25%.”. Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company.

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

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

ShepHyken

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.”.

Generation 5: Going Mobile

Spearline

billion by 2025, according to Statista. Strong connectivity is the key to the future. The days of waiting around for your internet to barely handle multiple connected devices are over.

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 ”).

What 2020 Call Center Trends Should Inform your CX Strategies? Our Magic 8-Ball Says These 7 Trends Will Give You a Competitive Edge (It is Decidedly so)

SharpenCX

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems.

What 2020 Call Center Trends Should Inform your CX Strategies? Our Magic 8-Ball Says These 7 Trends Will Give You a Competitive Edge (It is Decidedly so)

SharpenCX

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems.

5 Leading Augmented Reality enterprise use cases

TechSee

This rate of adoption has prompted Goldman Sachs to predict that AR will be an $80B market by 2025. Augmented Reality (AR) is fast becoming an accepted part of our lives.

Step up Customer Assistance with Live Video Support

TechSee

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

Avaya

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?

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.

Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI

Inbenta

Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured.

How to Build a Call Center Report in Under 2 Minutes Using Sharpen Insights

SharpenCX

That’s why by 2025, contact center leaders (like you) have their heart set on getting a 360-degree view of their customers. Only 1% of contact centers think their data intelligence strategy is perfect, according to CCW.

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

Liveops

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.

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.

The shift from cost center to OPPORTUNITY center

NICE inContact

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.

Stop Ignoring the Impact AI Can Have on Your Business TODAY

NICE inContact

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.

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

TechSee

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.

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

TechSee

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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Calls Are Taking Longer, and That’s a Good Thing

Fonolo

They tell us things like “80% of interactions will be automated by 2025.” It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.”

Contact Center of the Future: 5 Essential Investments

Avaya

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.

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 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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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.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

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.

The Power of AI to Drive Change

Avaya

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.

Missed the ICMI 2020 Vision? Here’s a Review of Their Top Trends

Serenova

Cloud and contact center-as-a-service (CCaaS) will grow at nearly 15% year-over-year through 2025, according to MarketWatch. In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention.

Calls Are Taking Longer, and That’s a Good Thing

Fonolo

They tell us things like “80% of interactions will be automated by 2025.” It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.”

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.

What does Goal and Expectation Setting Mean in Customer Success?

Amity

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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