DUBLIN, November 09, 2016 /PRNewswire/ -- Research and Markets has announced the addition of the "Global Contact Center Market 2016-2020" report to their offering.
The report forecasts the global contact center market to grow at a CAGR of 10.64% during the period 2016-2020. Commenting on the report, an analyst from the research team said: Emergence of RPA is one of the trend gaining traction in this market. Robotic process automation (RPA) are software solutions also known as software robots, which are implemented to automate contact center processes. RPA solutions are ideal for organizations that are handling multiple customer responses and high volumes of data. RPA solutions reduce manual contact center management process to a greater extent. RPA solutions replace traditional contact center management systems and also reduce administrative costs. According to the report, need to automate contact center operations will drive market of global contact center. Contact center service providers and in-house contact centers in organizations need to automate the customer assistant services to provide high-quality services. The emergence of AI and robotics technology has helped contact centers to automate contact center processes. The use of software robots is improving customer service in contact centers. With the advent of machine learning technology, cognitive computing, and behavioral analytics, the technology landscape has changed in the contact centers to a great extent. Further, the report states that organizations that have been using legacy systems find it difficult to make the latest IT systems interoperable. Contact centers that subscribe to IT solutions from multiple systems often face technology/service integration issues. Inadequate IT integration can discourage IT managers and hence, system integration has become a major issue in recent times. System integration issues hamper the business performance of contact centers.