Infusion of AI is Driving Customer Contact Strategy and Development
The Growth Opportunities in the North American Contact Center Market report finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled with the inclusion of new technologies, such as AI, is driving future technology acquisitions and investments. The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), but also improve the employee experience (EX), as the two are deeply dependent upon each other. As such, workforce engagement is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knowledge database access, and guided resolution. The use of analytics to improve EX and CX is also diverse and growing.
The market for on-premises contact center systems remains relatively flat. However, contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. The use of hybrid implementations is also enabling systems sales to remain relevant. The cloud market is seeing growth across all areas of customer contact, particularly in inbound contact routing and analytics.
Research Scope
This study provides market share for 2018 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2018-2023. This analysis also presents some of the CX trends that are believed will shape, grow, and influence customer contact, CX and EX. The study focuses on those growth insights which are the most relevant for 2019-2023 in North America. This Growth Insight outlines the trends and insights for select industries, business models and technology areas.
These include:
- Inbound Contact Routing
- Interactive Voice Response
- Outbound Dialing
- Workforce Management
- Call Recording
- Analytics
