2027 Customer Expectations Omnichannel 
Fonolo
JANUARY 18, 2022
The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Experts predict that the contact center software market share is expected to reach $75 billion USD by 2026, a value almost triple its 2020 value.
TeamSupport
MAY 31, 2023
If you’re still not convinced of the utility of chatbots, it is important to note that chatbots are expected to be the primary mode of customer communication for at least a quarter of companies by the year 2027. Chatbots can be implemented into your customers’ favorite instant messaging and social media platforms.
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Ameyo Callversations
AUGUST 26, 2021
Any piece that you miss in the contact center eventually disturbs the experience for the customer. As a result, customer expectations are growing/evolving and becoming more demanding in the context of customer services. In consequence, enhancing the customer service experience has become a top priority for businesses.
Logicalware
JANUARY 29, 2024
At the same time when contact centres are under strain, organisations (who see the value in an interactive CX) are looking to increase the number of digital interactions they have with their customers – adding further pressure. In the post-pandemic era, businesses need to adapt to changing customer expectations and agent needs.
Zendesk
JANUARY 10, 2023
billion by 2027. 79% of organizations already are or will start outsourcing customer support this year. Between remote work, online-first business models, and rising customer expectations, many in-house teams found they could not survive without outside help. billion in 2019—is projected to reach $405.6
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