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Ovum has identified four major contact center trends that will shape the contact center market in 2019, including agent-assisted automation, more comprehensive data access, continuing market disruption, and the evolution of live agent support.


  • 2019 will bring advances in better data access and proactive analysis, artificial intelligence, agent assistance, and an evolution of the live agent base that may add significant change as new market entrants continue to stimulate the industry.

Features and Benefits

  • Assesses the changes that are coming to the contact center environment in 2019.
  • Identifies and evaluates the evolving contact center marketplace and is essential for vendor and end user planning.

Key questions answered

  • How will artificial intelligence affect the work life of the agent?
  • What will be the effect of the recent market disruptors entering the contact center marketplace, and who is next?
  • Is the live voice agent approach to customer service at the end of its useful cycle?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Agent-assisted automation will refine the customer experience

  • AI will propel improvements in customer care
  • A growing focus on automated agent support and engagement
  • AI agent support will be broader than customer interactions

Better data access will boost predictive care

  • Focus shifts from agent tracking to customer journey analysis
  • Predicting the question can drive to "zero contact resolution"

Contact center vendor differentiation will diminish

  • New market entrants will continue to disrupt the status quo
  • New disruptive players will enter the traditional vendors' base
  • With reduced product differentiation, strong branding is crucial

Live agent support emerges as the gold standard

  • AI will temper live agent growth, but only moderately
  • Agent staffing strategy should be more than a numbers game


  • Methodology
  • Further reading
  • Author

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