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7 Contact Center Predictions for 2023 and Beyond

By- Rahul Mishra

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As the world becomes more connected and customer service expectations continue to rise, contact centers must adapt to meet these changes.

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Here are 9 predictions for the future of contact centers beyond 2023.

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Virtual Customer Experience in Metaverse

Metaverse can personalize and immerse customer experiences in the contact center industry. By 2026, Gartner predicts that 25% of people will spend at least one hour per day in the metaverse. Virtual environments and avatars could become a reality.

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IVR is Here to Stay

Self-service options like IVR are still relevant in 2023. With AI and conversational IVR, customers can solve issues independently, while speech recognition and historical data enable agents to deliver personalized experiences. A report by Aspect shows that 73% of customers prefer self-service tools.

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Advanced Analytics with Observable AI

AI innovation in the contact center space isn't new, but its adaptability brings automation, personalization, and more. Accenture predicts AI will increase business productivity up to 40%. Observable AI taps into customer interactions for sentiment analysis, enabling agents to understand customer demands holistically. 

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Newer Channels Taking Center Stage

Elon Musk envisions Twitter as an everything app, like WeChat. As brands consider the potential of the Metaverse and AI-powered store associates, the omnichannel strategy is changing. Businesses should prepare for the future of consumer messaging and consider integrating with such applications.

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IoT: The Harbinger of a Smart Contact Center

IoT is leading the age of intelligence with its advancements in sensor technologies. Smart objects generate huge amounts of data that can transform customer engagement and serve as Big Data for businesses. IoT can be integrated into call center solutions for enhanced CX.

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Voice Biometrics

Speech recognition technology is expanding beyond personal assistants, and 40% of inbound voice communication in contact centers will use speech-to-text tech by 2025. Customers using such technology value privacy, so voiceprint authentication can provide added security and convenience without requiring PINs or security questions.

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Robotic Process Automation (RPA) Across the Organization

RPA has transformed the customer experience, but what's its future role? UiPath predicts a hybrid human-digital workforce, sharing tasks and providing seamless service to customers. Unattended RPA bots will handle tasks, while bots also train employees to drive productivity.