STAMFORD, Conn., July 31, 2023

According to Gartner, the worldwide contact centre market is projected to experience a 16.2% growth from 2022, with total end-user spending reaching $18.6 billion in 2023.

Megan Marek Fernandez, Director Analyst at Gartner, said “Longer-term, generative AI and growing maturity of conversational AI will accelerate contact centre platform replacement as customer experience (CX) leaders look to simultaneously improve the efficiency of customer service operations and the overall customer experience.”

This growth is driven by the adoption of conversational AI technology within contact centres and contact center decision-makers are investing in conversational AI as part of a long-term strategy to reduce the reliance on live agents. 

The conversational AI and virtual assistant segment is expected to be the fastest-growing segment in the contact centre market, contributing to a 24% growth in 2024.

Despite general economic and geopolitical uncertainty impacting budget restrictions in 2023, customer-facing projects in contact centres are seen as essential for revenue retention and generation strategies. 

Modernisation and digital transformation involve adopting a broader mix of communication channels and using advanced dashboards, analytics, routing, workforce optimisation (WFO), knowledge, insights, and conversational AI capabilities.

For more, read the full article on Gartner.com