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Deloitte has released a biennial report that examines trends impacting customer/client contact center operations. The report found that the number of respondents expecting to outsource a portion of their contact center functions is expected to grow to 64% in the next two years. Additionally, the number of respondents moving many of their contact center solutions to the cloud has increased. AI capabilities, such as chatbots and virtual voice assistants, are also being implemented or planned for implementation. Lastly, the majority of companies surveyed are planning to expand their use of various connected channels.