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2018 Contact Center Trends & Market Landscape

This survey paper of 163+ contact center professionals includes some fascinating trends & statistics on the contact center market landscape.

Survey Highlights

  • 9 in 10 contact centers have already moved to the cloud or are planning to move to the cloud this year
  • 40% of contact centers wish they had an omnichannel technology
  • 60% of contact centers reported downtime in the last 12 months
  • The main concern of 34% of respondents was the inability to properly monitor agent activity
  • 33% of contact center professionals noted CRM integrations as their top investment priority
2018 Contact Center Survery Report Thumbnail
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