The market for the intelligent contact center is being fueled by two key trends: the need for a robust global and scalable cloud-based contact center and the need to staff it with both human and digital labor. Digital labor refers to computer- based digital and virtual agents. Hybrid cloud is growing but the strategic nature of content management is less than it was ten years ago. Enterprises will be able to make the transition from on-premise systems by leveraging hybrid cloud approaches. The need for a modern and intelligent contact center is also one of the trends driving the shift to the cloud. Enterprises should look at their contact center as one that can help
deliver a better employee or customer experience (e.g., internal vs. external calls). Adoption worldwide is growing with North America and Western Europe as key growth areas.
- Asia Pacific, which includes a number of developing markets, has a smaller forecast than the Americas and EMEA due to the growth of Cellular Networks for Voice.
- Demand for cloud ICC offerings will be significantly higher than on-premise. This is due to the fact that there are fewer large contact centers being deployed and also due to the fact that cloud ICC offerings can scale to meet the needs of large enterprises now.
