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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 83
Cloud contact Interactive Voice Response Contact Center Chatbots 83
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AI technology will save contact centre agents, not displace them

Connect

DECEMBER 11, 2023

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.

Technology 93
Technology Average Handle Time Cloud contact First call resolution 93
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