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Click on session titles for full session descriptions. All times noted are in EST.

 

Contact Centers 2026: Where We'll Be with CCaaS, AI, and WFO

David Myron  (Principal Analyst, Omdia)

Date: Wednesday, March 29

Time: 8:00 am - 8:45 am

Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando - Get your pass now!

Session Type: Session

Track: Communications & Collaboration 2026

Vault Recording: TBD

The major trends driving contact center technology decisions are well under way: Enterprises are migrating seats from premises systems to Contact Center as a Service (CCaaS); AI-enabled applications are helping to improve key metrics, and workforce optimization (WFO) is helping contact centers run more efficiently. So where will contact center technology be in three years? Will the majority of seats connect to cloud-based systems? Will AI be replacing agent positions in large contact centers? What will the mix of traffic look like, and how will this be reflected in agent roles? In this session, a leading analyst who is studying all of these trends will give you his view on what to expect over the next three years. You'll come away better prepared to set your own strategic plan for contact center technology.

Takeaways:

  • What growth will we see in CCaaS over the next three years? Will there be a "tipping point” where a majority of contact center seats are based on cloud systems?
  • What will drive CCaaS growth, and what will constrain it?
  • How pervasive will AI-driven applications be in the contact center? Will AI-powered systems allow contact centers to reduce overall agent headcount?
  • What new AI capabilities will we see emerge over the next three years?
  • How will WFO evolve, and what will be its impact on contact centers?