AI Is Set to Take Hold of Contact Centres

We asked 224 contact centre professionals ‘Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?’ This article looks at what they think will have the biggest impact over the next five years.

The results have been taken from the Future Innovations Chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by Akixi.

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

Trends that will have the biggest impact on contact centres over the next five years – results:

Contact Centre Trend	Percentage
Artificial Intelligence	34.1%
Cloud	5.3%
Digital Channels / Self-Service	26.5%
Improving the Advisor Experience	10.0%
Hybrid Working	17.6%
Managing Customer Data	6.5%

AI Is Set to Take Hold of Contact Centres

Over a third of survey participants (34.1%) believe that AI will be the biggest trend to impact contact centres within the next five years.

Such a percentage couples well with the earlier statistic that over half of contact centres already have an AI strategy in place.

The second most selected response was “digital channels / self-service”. 26.5% of respondents believe that this trend will have the greatest impact on contact centres.

Cloud Adoption Has Made Its Mark

The lowest percentage to feature within the pie chart is 5.3%. This figure represents the percentage of contact centre professionals that believe “cloud” will be the greatest trend to impact the industry.

With the rush to remote working in 2020, most contact centres have already moved to the cloud. So perhaps the technology is now – for most – a contact centre reality.

This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.