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

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