Gartner Report

The Future of the Contact Centre

According to Gartner*, “Contact centre operations of the future will foster greater collaboration between employees with digital workspaces, as well as benefiting from software as a service (SaaS)-based consumption and innovation provided by born-in-the-cloud technology.”

In this report, Gartner analysts explore four future scenarios for contact centres and dive into:

  • Adoption of a holistic customer service application suite approach to procuring contact centre technology
  • Investment in SaaS-based contact centre software as part of a cloud-based application ecosystem
  • Use of artificial intelligence (AI) at the core of contact centre software to revolutionise engagement and interactions

 

*Gartner, The Future of the Contact Center, 25 April 2019, Simon Harrison, Steve Blood

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Gartners future of the contact center thumbnails eb en device

Get the Gartner Report

Live Assistance

Live Assistance