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.
- 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