Gartner Research

The Future of the Contact Center

Published: 25 April 2019

ID: G00383538

Analyst(s): Simon Harrison, Steve Blood


By 2025, the contact center organization will be exploiting the benefits of an application ecosystem and tools to better equip staff to work in teams. Application leaders for customer service must assess the technology and changes for the future of work to provide cutting-edge customer experiences.

Table Of Contents


  • Adopt a Holistic Customer Service Application Suite Approach to Procuring Contact Center Technology
  • Invest in SaaS-Based Contact Center Software as Part of a Cloud-Based Application Ecosystem
  • Empower Greater Customer Service Collaboration That Will Support Dissolution of the Front-Office/Back-Office Divide
  • Assess the Use of AI at the Core of Contact Center Software to Revolutionize Engagement and Interactions

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