Emerging Contact Center Technology Market Study

This document is a market study focused on emerging contact center technology, published in January 2026. It outlines the current landscape of customer contact technologies and the challenges faced by contact center leaders. The study reveals that a significant number of consumers feel the customer experience declined in 2025, leading to frustrations among contact center employees. The document discusses the need for organizations to adopt effective tools and solutions to enhance customer experiences and improve employee engagement. It emphasizes the importance of leveraging technology, particularly artificial intelligence, to create personalized and proactive customer interactions. The study also highlights key findings from a survey of industry leaders regarding their technology investment priorities, which include improving customer service outcomes, enhancing data quality, and managing operational efficiency. Additionally, it addresses the role of emerging technologies in shaping the future of customer contact operations and the metrics necessary for evaluating success.