Customer Care Contact Center

Trends in Contact Center Customer Care

There is no doubt that we’re in the midst of a huge sea change when it comes to consumer behavior. New technologies have completely transformed consumer expectations and buying behavior.

Contact centers are at the forefront of the shifting battleground when it comes to competitive differentiation. Customer experience, provided through contact centers, is a competitive differentiator. This has put a lot of pressure on contact centers around the world, as they struggle to adapt to the rapidly changing technology landscape and consumer expectations.

Here are 7 of the top trends identified by our own Liz Osborn  that are shaping the future of the contact center:

1. Cloud Contact Center technology will make companies more competitive

2. OmniChannel (aka Cross Channel) capabilities will be expected

3. Multi channel, intelligent self service will expand

4. The number of live calls will decline, while complexity of transactions will increase

5. The work at home agent trend will continue to strong growth

6. Regulatory compliance will be the new normal

7. Social engagement will be used to drive leads in addition to servicing customers

What’s next for the contact center? Less complexity, more control. Hello Five9 in the cloud. Balance your need to contain costs and still maintain a great customer experience by leveraging the cloud for your contact center. 

Customer Care Contact Center

Talk to a Five9 expert or get a quote

Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.


Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Five9 Agent Demo

About Five9

Five9 is a leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Check out this video to learn more about how we can help you transform your business today.

smart dialer

Smart Dialer

The Five9 dialer predicts when agents will be available and optimizes automatically to have new customers on the phone ready for them. This reduces time wasted on dialing and waiting for no-answers.

on-screen caller info

On-Screen Caller Info

Screen pops show agents who they are talking to and give them the prospect history. Agents can greet a prospect by name and dive right into the call without wasting time on preliminaries.

intelligent routing

Intelligent Routing

The Five9 software routes calls to the right agent. Customers can be routed based on IVR selections, customer history, agent availability, and more. Routing can be changed at a click.

Call 1-800-553-8159 for More Information