The Contact Center of the Future

Explore the findings from a recent survey of customer service professionals, and learn what they predict the contact center of the future will look like in 2025.

Deliver effortless, personalized customer service.

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.social-icon.menu-item-off{background:url("data:image/svg+xml;base64,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");}#optanon #optanon-menu .menu-item-moreinfo{background:url("data:image/svg+xml;base64,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");}#optanon #optanon-popup-body-right{float:left;padding:10px 20px;}#optanon #optanon-popup-more-info-bar{display:block;float:right;width:23%;}#optanon #optanon-popup-more-info-bar p{float:left;margin:3px 0px 0px 0px;padding:0px;width:auto;font-weight:bold;font-size:14px;}#optanon #optanon-popup-wrapper .optanon-arrow{float:left;margin:7px 0px 0px 5px;}#optanon #optanon-popup-wrapper .optanon-status{font-weight:bold;min-width:23%;}#optanon #optanon-popup-wrapper .optanon-status-symbol{margin:2px 0px 0px 4px;}#optanon #optanon-popup-wrapper .optanon-status .optanon-status-editable,#optanon #optanon-popup-wrapper .optanon-status .optanon-status-always-active{display:none;}#optanon #optanon-popup-wrapper .optanon-status-on{color:#09a501;}#optanon #optanon-popup-wrapper .optanon-bottom-spacer{clear:both;height:20px;}#optanon #optanon-popup-bottom{border-top:1px solid #ccc;background-color:#f2f2f2;float:left;margin:0px;padding-bottom:10px;width:100%;}#optanon #optanon-popup-bottom-logo:not(.nitro-lazy){background-image:none !important;}#optanon #optanon-popup-bottom-logo{float:left;margin:8px 0px 0px 3px;background:none !important;}#optanon #optanon-popup-bottom-logo:before{content:"Powered by";font-size:13px;color:#000;position:relative;top:10px;margin-left:10px;width:auto;}#optanon #optanon-popup-bottom-logo:after{content:"OneTrust";font-size:13px;color:#000;width:auto;position:relative;top:10px;margin-left:4px;border-bottom:1px solid #ccc;}#optanon #optanon-popup-wrapper .optanon-allow-all-button,#optanon #optanon-popup-wrapper .optanon-save-settings-button{cursor:hand;cursor:pointer;}#optanon #optanon-popup-wrapper .optanon-allow-all-button{display:none;}#optanon #optanon-popup-wrapper .optanon-allow-all-button a:hover,#optanon #optanon-popup-wrapper .optanon-save-settings-button a:hover{text-decoration:none;}#optanon #optanon-popup-wrapper .optanon-button-wrapper{float:right;margin:9px 10px 0px 0px;}#optanon #optanon-popup-wrapper .optanon-white-button-middle{background-repeat:repeat-x;display:block;float:left;padding:8px 13px;background-color:#6cc04a;}#optanon #optanon-popup-wrapper .optanon-white-button-middle a{font-size:13px;font-weight:bold;color:#fff !important;}.optanon-show-settings-popup-wrapper *,.optanon-show-settings-popup-wrapper *:before,.optanon-show-settings-popup-wrapper *:after{-webkit-box-sizing:content-box;-moz-box-sizing:content-box;box-sizing:content-box;}.optanon-show-settings-popup-wrapper,.optanon-show-settings-popup-wrapper *,.optanon-show-settings-popup-wrapper div,.optanon-show-settings-popup-wrapper span,.optanon-show-settings-popup-wrapper ul,.optanon-show-settings-popup-wrapper li,.optanon-show-settings-popup-wrapper a,.optanon-show-settings-popup-wrapper p,#optanon-show-settings-popup ul,#optanon-show-settings-popup li,#optanon-show-settings-popup a,#optanon-show-settings-popup span{border:none;bottom:auto;clear:none;float:none;letter-spacing:normal;line-height:normal;max-height:inherit;max-width:inherit;min-width:inherit;overflow:visible;text-align:left;text-decoration:none;text-indent:0;text-transform:none;top:auto;visibility:visible;white-space:normal;width:auto;padding:0;margin:0;border-radius:0;font-family:Arial,sans-serif;font-size:12px;}.optanon-show-settings-popup-wrapper img{width:auto;height:auto;}.optanon-show-settings-popup-wrapper{height:0px;}.optanon-show-settings-button{cursor:hand;cursor:pointer;}.optanon-show-settings-popup-wrapper .optanon-show-settings-middle a.optanon-show-settings{color:#666 !important;font-weight:bold;margin-top:-20px !important;float:none !important;font-size:14px;}.optanon-show-settings-popup-wrapper .optanon-show-settings-middle a.optanon-show-settings:hover{text-decoration:none !important;}.optanon-show-settings-popup-wrapper .optanon-show-settings-middle:not(.nitro-lazy){background-image:none;}.optanon-show-settings-popup-wrapper .optanon-show-settings-middle{background:#fff !important;background:none;border-top:1px solid #ccc;border-bottom:1px solid #ccc;float:left;height:23px !important;padding-top:7px;}.optanon-show-settings-popup-wrapper .optanon-show-settings-left{background-color:#fff !important;background:url("data:image/svg+xml;base64,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");background-size:16px;background-repeat:no-repeat;background-position:9px 7px;border-left:1px solid #ccc;border-top:1px solid #ccc;border-bottom:1px solid #ccc;float:left;height:30px !important;width:30px !important;}.optanon-show-settings-popup-wrapper .optanon-show-settings-right:not(.nitro-lazy){background-image:none;}.optanon-show-settings-popup-wrapper .optanon-show-settings-right{background:#fff !important;background:none;border-top:1px solid #ccc;border-bottom:1px solid #ccc;border-right:1px solid #ccc;float:left;height:30px !important;width:8px !important;}#optanon-show-settings-popup{display:none;position:relative;z-index:2147483647;left:0px !important;float:left !important;}#optanon-show-settings-popup-inner{position:absolute;}#optanon-show-settings-popup ul{list-style-type:none !important;width:205px;height:auto !important;margin:3px 0px !important;padding:0px !important;border-top:1px solid #ccc;border-left:1px solid #ccc;border-right:1px solid #ccc;background-color:#f2f2f2;}#optanon-show-settings-popup ul li{padding:6px 10px 0px 6px;height:auto !important;list-style-type:none !important;margin:0px !important;font-size:13px !important;color:#666 !important;font-weight:bold !important;}#optanon-show-settings-popup ul li a{text-decoration:none;color:#666;}#optanon-show-settings-popup ul li a:hover{text-decoration:underline;}#optanon-show-settings-popup ul li .optanon-dnt{font-size:10px !important;color:#333;}#optanon-show-settings-popup .icon{float:left;display:block;margin-right:5px;height:16px;width:16px;}#optanon-show-settings-popup .top-arrow{border-left:1px solid #ccc;border-top:1px solid #ccc;background:#f2f2f2;transform:rotate(45deg);height:11px;position:absolute;width:11px;top:-3px !important;}#optanon-show-settings-popup .bottom-arrow-even,#optanon-show-settings-popup .bottom-arrow-odd{border-right:1px solid #ccc;border-bottom:1px solid #ccc;background:#f2f2f2;transform:rotate(45deg);height:11px;position:absolute;width:11px;bottom:4px;}#optanon-show-settings-popup .menu-item-border{background-color:#ccc;display:block;height:1px;margin:0;padding:0;width:199px;margin-top:6px;margin-left:-5px;}#optanon-show-settings-popup .menu-bottom-odd,#optanon-show-settings-popup .menu-bottom-even{background-color:#f2f2f2;border-right:1px solid #ccc;border-left:1px solid #ccc;border-bottom:1px solid #ccc;display:block;height:7px;margin:0 0 10px 0;padding:0;margin-top:-3px;width:205px;}@media only screen and (min-width: 47em){#optanon #optanon-popup-top{background-color:#f2f2f2;}#optanon #optanon-branding-top-logo{margin:0px;}#optanon #optanon-popup-wrapper{position:fixed;position:fixed;min-height:300px;left:50%;top:0;margin:100px 0px 0px -300px;width:600px;}#optanon #optanon-popup-body-left-shading{position:absolute;top:-81px;left:0;background-color:#6cc04a;width:158px;height:80px;}#optanon #optanon-menu{margin:0px 0px 0px -12px;}#optanon #optanon-menu li{padding-right:20px;}#optanon #optanon-popup-body-left{float:left;width:23%;padding:0 2%;}#optanon #optanon-popup-body-right{float:left;width:69%;padding:1% 2%;}#optanon #optanon-popup-body h2{position:absolute;top:-55px;font-size:16px;font-weight:bold;}}#optanon fieldset{position:relative;display:inline-block;width:37px;height:23px;margin-top:10px;}#optanon fieldset input{opacity:0;}#optanon fieldset label{position:absolute;cursor:pointer;top:0;left:0;right:0;bottom:0;background-color:#414141;border-radius:23px;overflow:visible;text-indent:45px;font-size:14px;font-weight:bold;padding-top:3px;}#optanon fieldset label:after{position:absolute;content:"";height:19px;width:19px;left:2px;bottom:2px;background-color:white;-webkit-transition:.4s;transition:.4s;border-radius:50%;}#optanon fieldset input:checked+label{background-color:#6cc04a;}#optanon fieldset input:focus+label,#optanon fieldset input:active+label{box-shadow:0 0 2px 2px #509ec4;}#optanon fieldset input:checked+label:after{background-color:#f5efeb;-webkit-transform:translateX(14px);-ms-transform:translateX(14px);transform:translateX(14px);}#optanon .optanon-subgroup-checkbox{margin-right:5px;}#optanon .optanon-subgroup-fieldset{transform:scale(.6);top:-3px;}#optanon .optanon-subgroup-fieldset label{font-size:20px;padding-top:0px;}.optanon-vendor-status-editable,#optanon .optanon-vendor-list-allow-all{float:right;}#optanon .optanon-vendor-allow-all-editable fieldset{margin:0px;}#optanon #optanon-vendor-consent-text{cursor:pointer;}#optanon #optanon-vendor-consent-text:after{padding-left:10px;content:"❯";}#optanon #optanon-vendor-consent-back{margin:12px;font-weight:bold;font-size:14px;cursor:pointer;}#optanon #optanon-vendor-consent-back:before{content:"❮";}#optanon .vendor-header-container{display:flex;justify-content:space-between;align-items:center;}#optanon .vendor-header-container .optanon-vendor-list-allow-all{width:33%;}#optanon #optanon-vendor-consent-list{padding-top:10px;height:280px;width:426px;overflow-y:auto;}#optanon #optanon-vendor-consent-list .vendor-item{display:flex;width:90%;padding-bottom:7px;padding-top:7px;border-bottom:1px solid #d8d8d8;}#optanon #optanon-vendor-consent-list .vendor-item .vendor-name{font-family:Poppins !important;font-size:13px;font-weight:bold !important;line-height:20px !important;}#optanon #optanon-vendor-consent-list .vendor-detail{width:75%;display:inline-block;}#optanon #optanon-vendor-consent-list .vendor-detail .vendor-privacy-policy{color:#1f96db;font-family:Poppins;font-size:11px;font-weight:bold;line-height:17px;}#optanon #optanon-vendor-consent-list .vendor-toggle-content fieldset{margin:0px;}#optanon #optanon-vendor-consent-list .vendor-toggle-content .vendor-status-label{font-size:12px !important;}#optanon-cookie-policy .optanon-cookie-policy-left{float:left;width:45%;}#optanon-cookie-policy .optanon-cookie-policy-right{float:right;width:45%;}#optanon-cookie-policy .optanon-cookie-policy-group{margin-bottom:40px;clear:both;}#optanon-cookie-policy .optanon-cookie-policy-subgroup{border-bottom:1px solid #ccc;clear:both;}#optanon-cookie-policy .optanon-cookie-policy-subgroup .optanon-cookie-policy-left{border-right:1px solid #ccc;padding-right:5%;}#optanon-cookie-policy .optanon-clearfix:after{content:".";display:block;clear:both;visibility:hidden;line-height:0;height:0;}#optanon-cookie-policy .optanon-clearfix{display:inline-block;}html[xmlns] #optanon-cookie-policy .clearfix{display:block;}* html #optanon-cookie-policy .clearfix{height:1%;}.optanon-alert-box-wrapper{position:fixed;width:100%;border:none;background-color:rgba(255,255,255,.85);bottom:-145px;z-index:2147483644;min-height:50px;}.optanon-alert-box-wrapper a{background-color:transparent;}.optanon-alert-box-wrapper .optanon-alert-box-bg p{font-size:11pt;line-height:16pt;color:#000 !important;padding-bottom:5px;}.optanon-alert-box-wrapper .optanon-alert-box-bottom-top{height:10px;}.optanon-alert-box-wrapper .optanon-alert-box-corner-close{height:20px;right:10px;top:50%;margin-top:-16px;position:absolute;width:20px;}.optanon-alert-box-wrapper .optanon-alert-box-logo{position:absolute;height:28px;left:20px;top:50%;margin-top:-15px;width:29px;}.optanon-alert-box-wrapper .optanon-alert-box-body{margin-right:450px;margin-left:50px;padding-top:6px;}.optanon-alert-box-wrapper .optanon-alert-box-bg p.optanon-alert-box-title{font-weight:bold;}.optanon-alert-box-wrapper .optanon-alert-box-button-middle{background-color:#6cc04a;border:1px solid #6cc04a;padding:8px 18px;font-size:9pt;font-weight:bold;}.optanon-alert-box-wrapper .optanon-alert-box-button-middle a{color:#fff !important;font-size:13px;font-weight:bold;text-decoration:none;position:relative;}.optanon-alert-box-wrapper .optanon-alert-box-button-middle a:hover{color:#fff;}.optanon-alert-box-wrapper .optanon-button-allow .optanon-alert-box-button-middle a:before{content:"✓";padding-right:3px;}.optanon-alert-box-wrapper .optanon-button-more .optanon-alert-box-button-middle:not(.nitro-lazy){background-image:none !important;}.optanon-alert-box-wrapper .optanon-button-more .optanon-alert-box-button-middle{border:none !important;background:none !important;padding:10px 10px 0 0px;}.optanon-alert-box-wrapper .optanon-button-more .optanon-alert-box-button-middle a{border-bottom:1px solid #ccc;padding-bottom:1px;color:#000 !important;}.optanon-alert-box-wrapper .optanon-button-more .optanon-alert-box-button-middle a:before{content:"❯";font-size:1.1em;font-weight:normal;padding-right:5px;color:#000;position:absolute;left:-14px;top:-3px;}.optanon-alert-box-bg .optanon-alert-box-button-container{position:absolute;right:30px;top:50%;margin-top:-16px;}.optanon-alert-box-bg .optanon-alert-box-button.optanon-button-close{display:none;}.optanon-alert-box-wrapper .optanon-alert-box-button{float:right;margin-right:30px;margin-bottom:10px;line-height:initial;}.optanon-alert-box-wrapper .optanon-alert-box-bottom-padding{padding-bottom:10px;}.optanon-alert-box-wrapper.hide-accept-button .optanon-alert-box-button.optanon-button-allow{display:none;}.optanon-alert-box-wrapper.hide-cookie-setting-button .optanon-alert-box-button.optanon-button-more{display:none;}.optanon-alert-box-wrapper.hide-accept-button .optanon-alert-box-body{margin-right:215px;}.optanon-alert-box-wrapper.hide-cookie-setting-button .optanon-alert-box-body{margin-right:215px;}.optanon-alert-box-wrapper.hide-accept-button.hide-cookie-setting-button .optanon-alert-box-body{margin-right:50px;}@media only screen and (max-width: 47em){.optanon-alert-box-wrapper .optanon-alert-box-logo{left:20px;top:63px;margin-top:auto;}.optanon-alert-box-wrapper .optanon-alert-box-corner-close{right:10px;bottom:22px;margin-top:auto;}.optanon-alert-box-wrapper.hide-accept-button .optanon-alert-box-body{margin-right:20px;}.optanon-alert-box-wrapper.hide-cookie-setting-button .optanon-alert-box-body{margin-right:20px;}.optanon-alert-box-wrapper.hide-accept-button.hide-cookie-setting-button .optanon-alert-box-body{margin-right:20px;}.optanon-alert-box-wrapper .optanon-alert-box-body{margin-right:20px;margin-left:20px;padding-top:10px;}.optanon-alert-box-bg .optanon-alert-box-button-container{position:relative;text-align:center;margin:5px;top:auto;right:auto;padding-right:50px;}.optanon-alert-box-wrapper .optanon-alert-box-button{display:inline-block;margin-right:10px;}}

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