A recent study from Juniper Research has found that the total number of calls handled by Contact Centres-as-a-Service platforms will be nearly 48 billion by 2027 — an increase from 20 billion in 2022.
This growth of 135 percent will be driven by leveraging 5G networks to implement advanced voice technologies including 5G-interactive calling and Artificial Intelligence-Interactive Voice Response.
CCaaS provides cloud-based contact centre infrastructure hosted by third-party service providers. It enables on-premises contact centres to use cloud-based infrastructures to service multiple technology channels.
The new research anticipates that integrating 5G technologies into voice channels will drive the launch of novel voice services, such as interactive calling. This technology will enable businesses deploying CCaaS to include features such as interactive content and screen sharing, directly in the native calling app on smartphones without the need for a third-party application.
5G will also improve existing CCaaS services such as IVR; utilising AI to reduce customer wait times and business costs.
Research author Elisha Sudlow-Poole said: “Using5G networks will allow CCaaS vendors to provide enhanced management of devices, immersive experiences and increased capacity to support innovative services. Offering infrastructure that can support multiple channels and technologies will benefit industries looking to provide heightened omnichannel customer support.”
