The global contact centre market is expected to experience substantial growth in 2023, with a projected increase of 16.2 per cent from the previous year. End-user spending on contact centres and conversational AI and virtual assistants is expected to reach USD 18.6 billion this year, driven by the growth in adoption of Contact Center as a Service (CCaaS) and the burgeoning Conversational AI and Virtual Assistant segments. Long-term advancements in generative AI and conversational AI maturity will drive the replacement of contact centre platforms, while customer service operations and overall customer experience are simultaneously enhanced. Budget restrictions due to economic and geopolitical uncertainty may result in a slowdown of premises-based contact centre replacements and upgrade projects, but decision-makers are expected to prioritise customer-facing projects.
Related Posts
