Future Trends Of Call Center Software

By Author: Josh
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The year 2023 is a crucial year for tech breakthroughs. The advancements in artificial intelligence (AI), 5G, and quantum computing have altered the digital landscape for good. The rapid digital transformation will revolutionize every possible industry. How can call centers be left behind?

Call centers have always been at the cutting edge of the digital revolution. Whether it was the invention of the telephone in 1876 or the launch of the World Wide Web in 1989, call centers leveraged every emerging technology to achieve such a humongous market size.

As per Statista, the international call center market size reached USD 339.4 billion in 2020. The industry is projected to reach USD 496 billion by 2027. A major contribution goes to call center software, which is the life force of every call center.

From its inception in the 1970s to 2023, call center software has come a long way. It will keep up with the ongoing rapid digital transformation and change the way call centers operated in the past. Let’s take a look at some of the emerging trends and predictions for call center software in 2023.

The rise ...
... of AI will revolutionize call centers and call center software

- Increased use of voice biometrics
- Remote working is here to stay
- Prevalence and alignment of cloud-based call center solutions
- More focus on self-service
- Prioritization of mobile-first
- The popularity of live chat
The rise of AI will revolutionize call centers and call center software

Call centers have always used some form of AI in call center solutions to enhance customer service. But this year onwards, AI is going to revolutionize the way call centers work. The launch of ChatGPT, ChatSonic, Jasper, and other AI tools is just the start of the revolution.

With AI tools increasing at a faster rate, call centers will increasingly adopt the technology and will increase their investments in it. As per a report by Forrester, call centers’ investment in AI will boost over 300 percent in the next year.

The international call center AI market size will grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027. Many call centers will invest heavily in call center software fortified by sophisticated AI tools and algorithms.

Increased use of voice biometrics

Voice biometrics is an authentication technique that measures marked aspects in a person’s voice to recognize them. Even though the technology has been around since the 1990s, many call centers and contact centers have started using it not only to authenticate their customers and protect their data but also to improve several call center metrics.

A recent study found that voice biometrics can reduce a call center’s average handling time (AHT) by up to 45 seconds and save businesses about USD 10 per call. As per another study, voice biometrics can cut customer authentication time by more than 90 percent.

With the rise in voice biometrics adoption, the market size will grow by leaps and bounds. As per a Mordor Intelligence report, the voice biometrics market is projected to grow at a compound annual growth rate of 19.48 percent between 2022 and 2027. Many reliable call center software providers will integrate voice biometrics into their offerings to replace security questions and reduce fraud.

These are some major call center trends that call centers must leverage to become future-proof.

For more information visit https://www.acinfosoft.com/call-center-solutions/