Top 3 Contact Center Predictions for 2018

David Rollison | December 27, 2017

Hello there. Winding down the last few hours on the clock before vacation, right? Or maybe you’re on vacation, mindlessly scrolling through twitter. Listen, we get it. We know that the last thing you want to do right now is think about work. But, look, this is going to be an easy read and it should give you some great goals for your contact center in 2018, for you that’s a win/win.

Without further ado, here are our top contact center predictions for 2018:

Movin’ on up to the cloud side

We’ve all seen the reports and think pieces signaling the death of the on-premise contact center, as well as those who state that the reports of the demise of on-prem are exaggerated, but the one constant that runs through the entire industry is that cloud is the natural next step for the contact center space. In 2018, cloud will be the normal upgrade path, not a wish list item. More and more contact centers will be looking at ways to improve and increase their investment in the lifeblood of their business, and they’ll be looking at cloud solutions designed for their current set ups in order to achieve this goal.

Omnichannel to rule them all

Contact centers have been evolving over the last several years, and the biggest evolution is that of the omnichannel revolution. Consumers are no longer content to meet your business through just one method of communication; you need to be prepared to have conversations across the phone, email, social media and more. Options such as Avaya’s Oceana are designed and tailored for the modern consumer journey, and in 2018 contact centers will be held to an omnichannel standard. By the end of 2018 those contact centers who have completely embraced omnichannel and are prepared to meet their customers on the customer’s terms will outpace the competition time and time again. It has become an omnichannel world, and 2018 will be the moment to live in it.

Rise of the machines

The other big buzz around the contact center space is the rising prevalence of artificial intelligence. The better way to think about this technology is augmented intelligence that leverages your existing business processes and personnel to deliver a superior customer experience. Machine learning and natural language processing have made incredible strides, and the future of the contact center will come to life thanks to these emerging technologies. 2018 is the year of the AI-driven contact center and will be the make or break technology in the realm of customer experience. Contact centers which jump on this technology will move to the front of the pack, while those who don’t take steps to implement will be noticeably behind.


2018 is shaping up to be a year of endless possibilities for the contact center. With Avaya back on the front lines, more and more businesses just like yours are looking to augment their existing technology with the next big innovations. It’s impossible to predict everything in store for the new year, but these three items will definitely be at the top of the list.