Contact center Megatrends

How contact centers can use audio dialogue to create new value and new innovation

access_time 3 min
date_range 25.03.2021

Smart speakers, podcasts, Clubhouse and more. After three decades of text dominating interfaces and communications, voice is making a strong comeback.

The smart speaker market has been growing by an average of 40% each year. There are more than two million active podcasts. Audiobooks already generate more than a billion in revenue each year. Clubhouse is the hottest social media right now and practically everyone is walking around with headphones over their ears.

Voice is also maturing as a user interface. It’s especially useful in situations where your hands are tied, like while driving. Of course, voice is not suitable for all purposes. Voice is slower and more time-consuming than text. For example, a customer support agent can usually only handle one call at a time whereas they can have several chat dialogues open simultaneously.

Accessibility is an issue. When adopting for example voice-operated IVR’s or any other voice UI’s, contact centers need to ensure that the system is capable of understanding all accents, tones and speech impediments. Likewise, ensuring high-quality audio between the agent and the customer can improve business results.

Voice is in many ways a more human way to interact than text. Can contact centers use their expertise in audio dialogue to create new value and new innovations from this trend?

Read our report on "5+1 Megatrends for Contact Centers in 2021 and Beyond" to get the full insight on industry trends.

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