Contact Center Objectives and Investment Plans, 2025 to 2027

In recent years, businesses have increasingly focused on employee engagement and brand loyalty, rather than customer experience (CX), as the primary drivers of success. However, in the next two years, improving CX has become the top priority again, followed closely by ensuring business continuity and optimizing operational efficiency and productivity. Investments in virtual agents are accelerating as AI enhances self-service capabilities to better serve customers.

This study explores contact center solution decision makers' investment priorities for a wide variety of contact center and CX solutions, discovers interaction trends, evaluates CSAT scores, and identifies the benefits and challenges of AI implementation.

The survey was conducted across major verticals, business sizes, and regions via an online survey.
Respondents were located in the following regions:
- North America
- Latin America
- Europe
- Asia Pacific
- Middle East

The verticals we focused on included:
IT/Communications
- Banking/Finance/Insurance (BFSI)
- Healthcare
- Retail
- Manufacturing
- Travel and Hospitality
- CC Outsourcers
- Public Administration

The findings from this study will help solution providers evaluate which technologies best support their customers, while enabling businesses and contact center environments to benchmark against competitors.

Author: Alpa Shah