The future of the call center is exciting for all industries. Businesses have more opportunities than ever to meet rising customer expectations by using AI-driven software and technologies.

These tools allow pinpointed and personalized interactions to take place in the call center, driving more unique and customer-focused conversations and solutions. This guide rounds up several of the top call center technology trends and best practices for 2025.

Whitepaper

10 Ways Conversation Intelligence Empowers the Enterprise

In this article:

• Types of call center technologies (and why they’re crucial for the future of call centers)
• 25 call center technology trends & best practices for 2025
• Frequently asked questions

Types of call center technologies (and why they’re crucial for the future of call centers)

Call center technologies encompass a wide array of tools and systems designed to enhance operational efficiency, improve customer experience, and streamline communication processes. Here’s an overview of the various types of call center technologies commonly used in call centers today.

Telephony systems

Telephony systems serve as the backbone of traditional call centers, enabling voice communication between agents and customers. These systems can range from basic landline setups to sophisticated Voice over Internet Protocol (VoIP) solutions.

VoIP technology allows calls to be transmitted via the internet, offering enhanced features such as call routing, forwarding, and recording. The integration of telephony systems with customer relationship management (CRM) software further amplifies their utility by providing agents with essential customer information during interactions, enabling agents to provide personalized service.

Automatic call distribution (ACD)

Automatic call distribution (ACD), commonly known as call routing software, routes calls to the most appropriate agent based on predefined criteria such as skill level, availability, and customer needs. ACD systems help improve response times and customer satisfaction by ensuring that calls are handled by the right person at the right time.

Interactive voice response (IVR)

Interactive voice response (IVR) technology enables customers to interact with a computerized system through voice or keypad inputs. IVR is commonly used to handle routine inquiries, such as checking account balances or obtaining information about a product or service.

Automating these tasks helps call centers reduce the volume of calls requiring live agent assistance, freeing up resources for more complex issues.

Customer relationship management (CRM) software

CRM software is an integral part of modern call center operations, centralizing customer data and interactions in one platform. Integrating CRM systems with telephony and ACD technologies provides agents with immediate access to customer history, preferences, and previous interactions.

This data not only helps in personalizing conversations but also enables better follow-ups and resolutions.

Workforce management (WFM) software

Workforce management tools are essential for optimizing staffing levels and managing agent performance within a call center. These technologies assist in forecasting call volumes, scheduling agents effectively, and monitoring real-time performance metrics.

WFM tools enable call center managers to ensure they have the right number of agents available at peak times while minimizing idle time during quieter periods. This not only enhances operational efficiency but also contributes to higher employee satisfaction by allowing for better work-life balance through flexible scheduling options.

Omnichannel communication platforms

Omnichannel communication platforms integrate multiple channels—such as voice, email, chat, social media, and SMS—into a single interface. This allows agents to manage all customer interactions seamlessly regardless of the communication channel used by the customer.

Omnichannel communication platforms also ensure that customer history is accessible across channels, providing a consistent experience across channels, even when an interaction begins on one channel and transitions to another. For instance, a customer may begin an interaction on social media and transition to a phone call to discuss an issue in more detail.

Chatbots

AI-driven tools like chatbots can handle a significant volume of inquiries without human intervention. These systems use natural language processing to understand customer requests and provide instant responses, often resolving issues at any time of day or night.

Automating routine tasks, such as answering FAQs or processing simple transactions, reduces the workload on agents, allowing them to focus on more complex tasks that require human empathy and problem-solving skills.

Conversation intelligence software

Conversation intelligence software like CallMiner uses AI and machine learning to analyze customer interactions across channels such as phone calls, emails, and chats. By capturing and interpreting 100% of customer interactions, it provides insight into customer behaviors, preferences, and emotions.

Conversation intelligence technology helps call centers enhance performance by automating quality assurance, improving key metrics like average handle time, and supporting real-time agent coaching. CallMiner also ensures that agents are equipped with next-best-action guidance, improving outcomes and customer satisfaction while reducing call center inefficiencies.

25 call center technology trends & best practices for 2025

1. Get comfortable with call center AI adoption. “Challenges aside, teams have shown big progress in their adoption journey. In fact, 62% of organizations report having at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. In the earlier stages of adoption, organizations tend to focus on foundational use cases that can drive proven ROI, before moving on to more complex use cases, such as predictive analytics. The survey shows the top motivator for AI adoption is the automation of tasks to improve efficiency and agent productivity (44%).

“As organizations see demonstrated progress from their AI adoption, they tend to be less fearful of the unknown. CX and contact center decision-makers are more confident than ever before in their ability to manage AI, with only 21% now viewing it as too complex – a significant drop from 31% last year. Plus, fewer are concerned about AI exposing companies to security or compliance risks, with only 38% of respondents expressing this worry, down from 45% in 2023.”

- CallMiner’s 2024 CX Landscape Report highlights AI’s shift from hype to strategic execution, CallMiner; X: @CallMiner

The 2024 CallMiner CX Landscape Report is here! One key takeaway? #AI continues to transform the contact center and #CX.

Findings reveal 👇
💡87% of CX leaders say genAI is key for their teams
💡91% agree AI will help optimize #CX strategies
💡and more!

Download the report ⬇️

— CallMiner, Inc. (@CallMiner) September 10, 2024

2. Generative AI will make its way into most forms of customer support. “Gartner predicts that by 2025, 80% of customer service and support organizations will be applying generative AI technology in some form to improve agent productivity and customer experience (CX). Generative AI, which is currently at the Peak of Inflated Expectations, will primarily be used for content creation, AI-supported chatbots, and automation of human work.

“Generative AI’s biggest impact is likely to be on customer experience. According to a recent Gartner poll, 38% of leaders see improving customer experience and retention as the primary purpose of initiatives to deploy applications trained on large language models.

“‘The impact of AI on the customer service function cannot be overstated,’ said [Drew] Kraus [Gartner VP Analyst]. ‘Not only do we expect organizations to replace 20-30% of their agents with generative AI, but also anticipate it creating new jobs to implement such capabilities.’”

- Gartner Reveals Three Technologies That Will Transform Customer Service and Support By 2028, Gartner; X: @Gartner_inc

3. IVR is expected to grow. “Interactive Voice Response Market size was valued at USD 5.56 Billion in 2024 and is projected to reach USD 9.26 Billion by 2031, growing at a CAGR of 6.19% during the forecast period 2024-2031.

“The market drivers for the Interactive Voice Response Market can be influenced by various factors. These may include:

• Cost Savings and Enhanced Operational Effectiveness: IVR systems provide automated customer inquiry processing, which eliminates the need for live agent assistance. Businesses benefit from lower staff expenses and increased operational efficiency as a result of quicker customer query resolution.
• Improved Customer Experience: Self-service features offered by IVR systems let users quickly obtain information, complete transactions, and handle problems without having to wait for a live representative. By providing convenience and accessibility around-the-clock, this improves consumer happiness.
• Customer Expectations are rising, and businesses are using IVR systems to satisfy consumers’ demands for immediate and individualized service. IVR systems can be configured to give personalized answers in response to input from customers, improving their experience as a whole.
• Integration with sophisticated Technologies: To provide more intelligent and context-aware interactions, IVR systems are being integrated with sophisticated technologies including artificial intelligence (AI), machine learning (ML), and natural language processing (NLP). This makes it possible to provide predictive support, individualized responses, and more precise call routing.
• Flexibility and Scalability: IVR systems are flexible enough to adapt to changing business requirements and have the scalability to manage variations in call volumes. Because of its scalability and versatility, IVR systems can be used by companies of all sizes in a variety of industries.
• Demand for Multichannel Customer Engagement: Organizations are implementing IVR systems that facilitate multichannel interactions as a result of the growing usage of various communication channels, including chat, email, SMS, and voice. Smooth customer interaction across several touchpoints is made possible by IVR systems that are integrated with omnichannel platforms.”

- Global Interactive Voice Response Market Size By Technology Type, By Deployment Type, By Application, By Geographic Scope And Forecast, Verified Market Research; X: @vmrresearch

4. Chatbots could become the number-one customer service channel for many businesses. “By 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations, according to Gartner, Inc.

“‘Chatbots and virtual customer assistants (VCAs) have evolved over the past decade to become a critical technology component of a service organization’s strategy,’ said Uma Challa, Sr Director Analyst in the Gartner Customer Service & Support practice. ‘When designed correctly, chatbots can improve customer experience and drive positive customer emotion at a lower cost than live interactions.’

“A Gartner customer service and support (CSS) survey of 50 respondents conducted online in January and February 2022 revealed 54% of respondents are using some form of chatbot, VCA or other conversational AI platform for customer-facing applications.”

- Gartner Predicts Chatbots Will Become a Primary Customer Service Channel Within Five Years, Gartner; X: @Gartner_inc

5. Look to unsolicited feedback to improve CX. “As organizations interact with customers across an increasing number of channels, they are collecting more data than ever before. Even so, not all data is equal. Historically, most CX leaders have relied on solicited feedback – collected through methods like surveys and reviews – that is often limited or polarized. This means that C-suite executives and board members are only seeing measures such as Net Promoter Score (NPS) and customer satisfaction (CSAT), which are only part of the CX story. On the other hand, unsolicited feedback – gathered from natural customer interactions like contact center interactions or social media – offers a broader, more accurate picture of customer sentiment and emotions, especially when combined with or compared to solicited feedback.

“This shift is evident, with the reliance on solicited feedback decreasing over the last three years. Today, 64% of organizations still rely on solicited feedback as their primary data source, down from 71% in 2023 and 79% in 2022. Further, a quarter of organizations now collect equal amounts of solicited and unsolicited feedback, which helps them gain a more holistic picture of the voice of the customer (VoC) and CX.”

- Eric Williamson, CallMiner’s 2024 CX Landscape Report highlights AI’s shift from hype to strategic execution, CallMiner; X: @CallMiner

6. Contact centers should consider varied customer needs when implementing new contact channels. “On average, business buyers engage with companies across 10 channels, while consumers typically use eight. How customers decide which channel to use depends on where they are and what they’re doing. 71% of customers prefer different channels depending on context.”

The survey found that 93% of customers prefer email, followed by phone (88%) and in-person communication (86%). Social media (64%), online communities (49%), and video chat (48%) were the least used.

- State of the Connected Customer (Sixth Edition), Salesforce; X: @salesforce

7. Cloud-based platforms offer scalability and cost-effectiveness. “The Cloud-based Contact Center Market size is estimated at USD 27.22 billion in 2024, and is expected to reach USD 87.10 billion by 2029, growing at a CAGR of 26.19% during the forecast period (2024-2029).

“The cloud-based contact center market refers to the industry that provides cloud-based services for managing customer interactions and communications. It involves using cloud computing technologies to deliver contact center functionalities and capabilities over the Internet.

Cloud-based contact centers are highly scalable, allowing businesses to easily adjust their capacity based on changing customer demands. Organizations can quickly add or remove agents and resources, ensuring optimal performance and cost efficiency.

The market's growth is driven by reduced capital expenses and faster deployment associated with cloud-based contact centers. Traditional on-premises contact centers require substantial upfront investments in hardware, software licenses, infrastructure setup, and maintenance. In contrast, cloud-based contact centers operate on a subscription or pay-as-you-go model, significantly reducing capital expenditures.

Organizations can avoid the high initial costs of purchasing and maintaining hardware equipment, such as servers and networking infrastructure. Instead, they can leverage the infrastructure provided by the cloud service provider, paying only for the resources they need. This cost-effective model allows businesses of all sizes to access advanced contact center capabilities without a heavy financial burden.”

- Cloud Center Market Size & Share Analysis–Growth Trends & Forecasts (2024 – 2029), Mordor Intelligence; X: @mordorintel

8. Contact centers will embrace remote work more than ever before. “Sixty-nine percent of surveyed organizations — compared to 34% in 2018 — still have a work-from-home program in place, with 73% expecting to have a work-from-home program in place within two years.”

- Deloitte Digital's '2023 Global Contact Center Survey' Reveals New Realities Driving Transformation of Contact Center Operations, Deloitte Digital via PR Newswire; X: @DeloitteDigital

9. The future of the contact center is omnichannel support. “Omnichannel customer support offers benefits to customers and businesses.

• “For customers: Omnichannel customer support creates personalized, seamless support experiences for customers. When a customer contacts a company through one channel and later needs support via another channel, that customer’s data remains in the system, so the company can provide uninterrupted support. Companies also use the feedback gathered from all channels to improve experiences for all customers.
• “For businesses: When customers are happy, businesses benefit. Omnichannel customer support gives companies insight into how customers really feel based on feedback from phone conversations, emails, social media, and other channels. This allows businesses to change their processes, services, or products to best meet their customers’ needs, potentially improving customer satisfaction, customer loyalty, and revenue.”

- Creating a cohesive omnichannel customer support experience, CallMiner; X: @CallMiner

10. Contact centers will make support more customer-centric. “[One] trend shaping contact center automation is the continued rise of customer-centricity. The idea is simple: Putting customer needs first won’t only improve your brand image, but it can also lead to several competitive advantages. For example, customer-centric organizations can expect:

• Stronger retention: A positive customer experience may lead to more frequent purchases, maximizing lifetime value.
• Reduced churn: Meeting customer expectations will delight consumers, giving them fewer reasons to abandon their brands for a competitor.
• Better decision-making: Focusing on CX allows you to analyze customer behavior. These findings, in turn, provide valuable insight into preferences, trends, and motivations.

“As this new service model grows popular, organizations can leverage automation technology to make it more targeted and effective. After all, no two consumers are the same—and that’s why customer interaction analytics are so important.”

- Caitlin Barrett, 10 contact center automation trends to look out for in 2025, Webex Ahead; X: @webex

11. Improve audio quality for remote agents. “Implement noise reduction software to minimize background noise and improve call quality. This enhances focus and maintains professionalism during customer interactions.”

- Jonathan McMillan, The Future of Contact Centers: Seven Trends to Embrace Before 2025, Communication Business Avenue, Inc.

12. AI will assist, not replace. “Despite fears that AI could replace jobs, the CX Landscape Report found that most organizations are leveraging AI to empower their employees rather than replace them. Ninety percent of organizations believe AI will unlock their employees' full potential. This belief is reflected in the 43% of respondents who are using AI to automate repetitive tasks, allowing frontline agents to focus on more strategic, complex work.

“In addition to task automation, AI is playing a role in elevating employee performance. For example, nearly two in five organizations use AI-driven scoring to evaluate customer interactions and agent performance, while 46% employ AI-powered real-time guidance during live customer interactions. These tools are a critical part of boosting productivity, enhancing CX quality, and improving the frontline employee experience.”

- Eric Williamson, CallMiner’s 2024 CX Landscape Report highlights AI’s shift from hype to strategic execution, CallMiner; X: @CallMiner

13. Contact centers should create a multimodal voice strategy that aligns with customer needs. “Voice technology is best suited for resolving simple, uncontroversial issues like rescheduling appointments or paying bills, according to Thomas Randall, director of AI market research at Info-Tech Research Group. More complicated problems are better addressed by humans.

“‘Customers calling for service are often already emotionally charged, and having a voice option to tell them ‘they understand’ leads to an inauthentic experience and demand for a human agent, which defeats the purpose of investing in the voice option,’ Randall told CX Dive in an email.

“Companies may not want to discount the opportunities for an automation-to-human handoff, however. For example, a customer seeking to change their airline ticket may start with an automated voice assistant on the airline’s app, said Tobias Dengel, president of Telus Digital Solutions. If any problems arise the conversation could continue with a live representative who is prepared to continue the conversation from where it left off.

“‘The primary shift that companies and brands need to make is to view the entire customer journey as a cohesive multimodal voice experience, rather than segmenting it into apps, bots, and human interactions,’ Dengel told CX Dive in an email.”

- Bryan Wassel, Voice technology can drive customer service efficiency, but barriers remain, CX Dive; X: @cxdive

14. More self-service tools will be available for customers. “As organizations have introduced a proliferation of digital engagement channels, customers have grown to expect instantaneous, effortless customer service experiences. Simultaneously, introducing more channels can increase customer effort as customers move between them.

“Digital customer service offerings focus on seamless conversation orchestration across digital channels. The desire for self-service, combined with the emergence of conversational AI, has led to an evolution of most engagement models. As such, Gartner sees the emergence of a new area of customer care referred to as ‘digital customer service.’

“‘Digital customer service will transform customer experience outcomes by reducing friction and eliminating unnecessary customer effort,’ said [Drew] Kraus [Gartner VP Analyst]. ‘By creating a seamless customer experience, this technology will reduce churn and enhance customer satisfaction.’”

- Gartner Reveals Three Technologies That Will Transform Customer Service and Support By 2028, Gartner; X: @Gartner_inc

15. AI could ease tensions for call center agents. “Japan’s SoftBank Corp., a telecommunications firm that is a subsidiary of Softbank Group (along with the Softbank Vision Fund), has unveiled an AI-driven technology that alters the voice of angry customers, giving them a calmer demeanor, which it says can help protect workers from the mental tolls of being screamed at and harassed.

“The technology is expected to be available in fiscal 2025, after additional fine-tuning, according to the company. It changes angry rants of frustrated customers to a calmer tone. Toshiyuki Nakatani, who developed the tech, said he used a character from the popular anime series Gegege no Kitaro as his voice inspiration.

“The AI was trained with the help of 10 actors who were hired to perform over 100 phrases in a wide range of emotions. The words spoken by the customers to agents aren’t changed, just factors like pitch and inflection.

“While it does remove the fury, the AI doesn’t completely eliminate emotion. If someone is angry, the call center worker will still know it, but the vocal tones of their complaints will be softened, so they don’t get the full brunt of that rage.

“And to prevent workers from being caught in an extended call where the customers continue to demand something the worker cannot supply, the AI will decide if the call has gone on too long or become too hostile, then send out a message alerting the customer the call is about to be terminated.”

- Chris Morris, These companies want to use AI to make call center jobs less horrible, Fast Company; X: @FastCompany

16. AI technologies could continue to improve revenue. “Contact center and sales leaders are using AI to improve revenue. AI can monitor trends, keywords, levels of engagement, sales team interactions, and macroeconomic factors. And all of this information provides insight for managers to be more effective.

“For example, if managers can more accurately predict revenue or shortfalls for the quarter, they can take action to mitigate. Natural Language Processing and sentiment analysis can evaluate conversations to identify opportunities that have the most likelihood of closing—shifting agents or sales reps to focus on those deals. AI also can identify differences in top performers and deliver personalized sales training to those who are not top performers.

“Sales performance is becoming more vital in the contact center, as 54.3% of companies have assigned sales quotas to customer service representatives. This is a way for companies to increase revenue overall and became particularly popular during the pandemic. It also offers a way to pay agents more through commission plans.

“Agent assist, again, emerges as the top technology, in this case for helping to close sales: 42% of companies are using it in that manner, followed by virtual assistants (39.6%), personalized online sales training (38.9%) and analytics (34.5%).”

- Robin Gareiss, Planning to Transform your Customer Experience? Here are the Numbers You Need to Know, No Jitter; X: @nojitter

17. Proactive, not reactive, CX will become the norm. “Organizations will shift from reactive service centers to centers that take proactive control of the customer relationship. A customer’s real and potential individual needs will be identified and solved before the customer thinks to reach out. The predictive nature of engagement will allow companies to complete purchase assistance, deliveries, status updates, appointments, and other tasks with precision, personalization, and minimal effort.

“Data from all customer interactions will be fed back into analytics to inform operations, help the company understand behavior patterns, and guide the organization on what matters to each customer. Creating this distinctive experience will rely on data-driven recommendations for the best method, channel, and time to interact with individual customers. Setting up this feedback process will be a critical element for personalization. For example, contact centers will automatically determine the optimal time to reach out with an offer based on recent customer actions as well as when live outreach is required to prevent attrition or build personal relationships. Customer feedback, behaviors, and trend data will flow directly from the contact center to the rest of the enterprise to improve products, marketing, or upstream interactions (such as the in-store experience and marketing outreach and promotions).”

- Jorge Amar, Jeff Berg, Eric Buesing, Maurice Obeid, and Julian Raabe, The vision for 2025: Hyperpersonalized care and ‘care of one’, McKinsey & Company; X: @McKinsey

18. Expect biometrics to strengthen security. “With cyber threats surging by 78% in 2023 alone, safeguarding sensitive customer data is more important than ever for call centers.

“Voice biometrics is emerging as an interesting solution. By analyzing a caller’s unique vocal characteristics, it functions like a vocal fingerprint — providing a secure and convenient way to verify a customer’s identity.

“For customers, voice biometrics technology removes the hassle of remembering complex passwords or answering security questions. Their voice becomes their key, making for a slick, seamless experience.

“Voice biometrics also protect call centers against fraud and identity theft. The technology eliminates the vulnerabilities associated with passwords, a common target for hackers. As voice biometrics technology continues to advance, it’s set to become a standard feature in the call centers of the future.”

- Richard Sutherland, The Future of Call Center Technology: What Managers Need to Know, Fireberry; X: @fireberry_crm

19. Automated tools can improve DEI. “Not surprisingly, technology has taken on a starring role in fostering DEI within call centers. Innovations like Voice Productivity software lead the charge with solutions tailor-made to challenge biases and cultivate inclusivity.

“Automated transcription features empower deaf and neurodiverse individuals to excel at their work, thereby shaping a more inclusive workspace. Accent Localization has been a game-changer. It dissolves communication barriers and unlocks opportunities for a diverse, global workforce.

“By helping build a level playing field, these call center tools ensure that diversity is more than just a token head count; it’s about meaningful participation, contribution, and active inclusion. Much more than a mere productivity booster, it’s a crucial ally in the journey toward a workspace that genuinely embodies diversity, equity, and inclusion.”

- Davit Baghdasaryan, Breaking Barriers: 3 Ways to Foster DEI Within Call Centers, Execs In The Know; X: @execsintheknow

20. Software and tools should easily connect to one another. “A unified agent desktop that integrates CRM, ACD, IVR, and outbound communication tools into one interface reduces the time agents spend navigating systems, thereby decreasing Average Handle Time (AHT) and improving the customer experience. Additionally, advanced IVR systems can be used not only for routing but also for resolving standard inquiries without agent intervention, effectively decreasing call volumes.

“Today, integration extends to include AI. Generative AI-fueled chatbots are increasingly handling initial customer interactions, gathering necessary information, and solving routine problems. These AI-fueled chatbots can process natural language, understand customer intent, and provide accurate responses based on the data accessed from integrated systems. Their advanced capabilities have led to more than seven out of ten customers (74%) saying that they prefer to speak to AI for simple queries, rather than human agents.”

- Caitlin Barrett, Best practices for effective contact center optimization, Webex Ahead; X: @webex

21. Synthetic data could become as prominent as natural data. “By 2026, 75% of businesses will use generative AI to create synthetic customer data, up from less than 5% in 2023.

“Development of synthetic — i.e., artificially generated — data supports systems where real data is expensive, unavailable, imbalanced or unusable because of privacy regulations.

“Introducing synthetic data into models enables organizations to simulate environments and identify new product development opportunities, especially in highly regulated industries. It also enables fast prototyping of software, digital, and hybrid experiences.

“Focus use of synthetic data in areas that directly correlate to business growth, such as the development of customer segments, journeys and experiences and training of machine learning models.”

- Lori Perri, 3 Bold and Actionable Predictions for the Future of GenAI, Gartner; X: @Gartner_inc

22. Expect conversational intelligence to become more sophisticated. “We can also expect to see improvements in speech analytics, an AI technology that analyzes conversations between customers and agents. This will record and analyze agent conversations, highlighting areas for improvement and providing feedback for the agents. It will also provide product feedback for marketing and report broken processes that create a need for the contact in the first place.

“Many current technologies still rely heavily on humans to complete analysis, but as AI continues to improve, it will also start to reduce the burden on quality and process improvement teams. It will soon provide 100% coverage on topics like intent recognition, agent performance, and other interesting data points that can be captured in the millions of conversations a brand has with its customers that we miss out on at present.”

- Wayne Butterfield, 4 Advances in AI That Will Change the Contact Center by 2025, ISG; X: @ISG_News

23. Forward-thinking call centers are investing in AI agents. “Autonomous AI agents are making customer service more efficient, personalized, and responsive. Imagine an intelligent AI assistant that can anticipate customer needs, provide instant support, and even proactively resolve issues before they escalate. This isn’t just a vision for the future; it’s happening now.

“AI agents continuously learn and improve from each interaction, ensuring that the support they provide becomes more accurate and relevant over time. This leads to higher customer satisfaction scores and increased loyalty. Additionally, autonomous AI agents can work around the clock, offering support whenever customers need it, regardless of time zones or business hours.

“Some service leaders may be afraid that their people lack the skills to handle these emerging AI capabilities. Other leaders may have reservations about trust and reliability. There’s also the concern that implementing AI would require a major investment in infrastructure.

“These fears are understandable, and all companies should practice caution and care when deploying any technology as powerful as AI. But one thing is clear: AI agents are already connecting, informing, and enriching every aspect of customer service.”

- Rekha Srivatsan, The Future of Customer Service: What You Need To Know for 2025, Salesforce; X: @salesforce

24. A focus on mobile app technology ensures well-rounded support. “50.9% of shoppers worldwide use their phones to buy products online at least once a week. This is why, in a world where people are glued to their mobile devices, app optimization becomes the holy grail of success for call centers.

“As an ever-increasing number of shoppers turn to their cell phones to make purchases and seek assistance, the need for a seamless and efficient app experience becomes paramount. In fact, 59% of shoppers say that being able to make purchases on mobile apps is a key factor when choosing a brand.

“With the rise of mobile commerce, customers expect a smooth and intuitive journey through the digital marketplace. App optimization ensures that customers can effortlessly navigate through product catalogs, browse with ease, and complete transactions without unnecessary hurdles. Its importance cannot be overstated. By embracing app technology and optimization, brands can cultivate customer loyalty, boost their reputation, and thrive in the dynamic landscape of mobile-driven interactions.”

- Frank Mona, The Future of Call Centers: Embracing CX Trends and Cutting-Edge Technologies, Mahdlo Executive Advisors

25. Call centers have an important responsibility to use AI responsibly and ethically. “In 2025 there will be a growing awareness of the importance of developing and deploying AI in a way that’s ethical, secure, transparent, reliable, and respectful of intellectual property rights. Though some of this will be driven by legislation (more on this below), there's also a growing awareness of the harm that can be caused by the irresponsible use of AI. Many of us are now aware of the dangers of AI bias and hallucination and understand that mitigating this takes concerted effort. Businesses that choose to ignore this or cut corners in 2025 can expect bad publicity, heat from regulators, and short thrift from their customers.”

- Bernard Marr, The 10 Biggest AI Trends Of 2025 Everyone Must Be Ready For Today, Forbes; X: @Forbes

Drive modern call center performance with conversation intelligence

According to our 2024 CX Landscape Report, global contact center and #CX leaders are embracing AI for:
🔁 Task automation
🤖 Chatbots & personalization
📈 Predictive analytics

Download the report to learn more about how organizations are embracing #AI for #CX. ⤵️

— CallMiner, Inc. (@CallMiner) September 24, 2024

CallMiner is an advanced, AI-driven conversation intelligence platform that analyzes 100% of customer interactions to derive valuable insights into customers’ preferences, behaviors, and emotions. Modern call centers leverage CallMiner to improve agent performance, boost customer satisfaction, and enhance overall operational performance. Request a demo to discover how CallMiner can transform your call center operations.

Frequently asked questions

What are some emerging contact center technologies?

Many emerging contact center technologies involve the use of AI to increase efficiency and customer satisfaction. Cloud-based contact centers will likely become more widely used in 2025, as they provide more flexibility and scalability than on-premise solutions. Voice analytics and natural language processing will also be integrated within call centers to gather deep insights into customer sentiment and agent performance.

How will the call center look different in 2025?

In 2025, expect to see AI-powered tools move ahead and play more prominent roles in call centers. Automated tools will help agents handle complex issues, reduce wait times, and improve accuracy and customer satisfaction. Omnichannel support will also allow customers to get seamless assistance across all customer touchpoints for a more unified experience.

How can AI improve call center efficiency in 2025?

AI-driven tools, like virtual assistants, real-time agent support, and interactive voice response systems, can help agents deliver personalized experiences to customers while reducing the time it takes for customers to get the help they need. AI can also automate routine tasks, like after-call summarization or providing answers to frequently asked questions, allowing agents to spend more time resolving complex issues.