skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Introduction

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.

Highlights

  • 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

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • 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

Appendix

  • Methodology
  • Further reading
  • Author

Recommended Articles

  • Internet of Things

    IoT Viewpoints 2018

    IoT Viewpoints explore the IoT opportunity in 2018 and beyond. Download our latest e-book to get our newest collection of thought leadership articles on the emerging IoT trends, technologies and opportunities.

    Topics IoT

  • Service Provider Markets

    5G is here – almost – with the launch of Verizon 5G Home

    ByMike Roberts 01 Oct 2018

    Verizon 5G Home is a milestone in the telecoms market because it is the first large-scale commercial launch of broadband services based on 5G technologies, albeit not on a fully standardized version of those technologies.

  • Consumer & Entertainment Services

    Telco loyalty programs are about more than improving churn

    ByNicole McCormick 07 Mar 2018

    Loyalty programs have long been held as key to indirect monetization for the communications service provider. Upcoming research from Ovum has verified that notion – loyalty schemes improve Net Promoter Scores (NPS – a measure of brand perception) and can help improve churn. They can also lead to net additions growth and can even earn revenues for the operator.

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

Email us at ClientServices@ovum.com

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now