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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. Furthermore, Gartner has stated that CCaaS solutions will function similarly to on-premise contact centers, with a few notable differences. Reduced costs: Maintaining and running legacy, on-premise infrastructure is very expensive.

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AI technology will save contact centre agents, not displace them

Connect

Expectations regarding human displacement by AI are not unfounded, with the World Economic Forum stating in its The Future of Jobs Report 2020 that AI will replace 85 million jobs worldwide by 2025. We provide simple, elegant solutions to the most complex problems.