5 ways technology is shaping the future of retail contact centers

Customer experience is driving the contact center sector — but technology is enabling it. 

Take a look on 5 key technologies shaping the trends, from the customer service experts at Genesys:



1. Continue where you left off

Today, you need to be where customers want to communicate: on the device they want, when they want to communicate.

90% of people are communicating from multiple devices (channels) to achieve their interaction goal (Google research)


2. The contact center is moving skyward...

Contact center seats using cloud services grew by 23% in 2017


3. ...and your new customer service agent isn’t human

Some day, customers will prefer an Artificial Intelligence to a human agent… and that day is closer than you think


4. Customers want self-serve, not soft-serve

90% of consumers expect organizations to offer a self-service support portal


5. Know today what they’ll want tomorrow

Two-thirds of contact center IT managers expect to make investments in analytics this year


    See infographics


Five trends. Five opportunities. How many are you using?

Welcome to the Genesys Contact Center omni-channel platform demonstration


Contact Center solution - all in one platform:

  • customer communication channels

  • chatbots,
  • automation,
  • analytics and reporting
  • workforce management and evaluation
  • calls recording etc.

Meeting with coffee and solution presentation. We invite contact center, customer service, IT and business development specialists. Information and applying for demo here.


Multimedia contact center solution

| Are customers ready for bots?

| Chatbots and artificial intelligence in customer service


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