Despite overall declines in voice usage in the wider telecoms market, the use of contact centres is set to explode. A new study by Juniper Research forecasts that voice traffic from Contact-Centre-as-a-Service (CCaaS) platforms will grow from 24 billion in 2025 to over 39 billion by 2029. This growth will arise because of the need for brands to use voice channels to deal with complex customer queries that cannot be solved via chatbots.
An extract from the new report, Global CCaaS Market 2025-2029, is now available as a free download.
Voicebots to increase CCaaS platform value
Juniper Research has identified voicebots as a key emerging technology that increases the value of a CCaaS offering through greater scalability and faster response times. These voicebots, underpinned by generative and agentic AI, will also provide a more consistent user experience than human agents. Over the next four years, the report anticipates voicebots will foster increased customer satisfaction; leading to more trust in the voice channel.
The report, however, warned substantial challenges exist in implementing voicebots into CCaaS technology stacks; most notably the current limitations in Natural Language Processing (NLP). NLP has significant technological challenges in understanding user diversity, particularly multiple languages, dialects, and regional accents.
To overcome this challenge, the report identified deep learning as a technology that improves the efficiency of NLP. However, leading CCaaS players will not solely rely on voice traffic for future growth. Juniper Research expects platforms to reposition themselves as omnichannel communications vendors that support multiple technologies, including voice messaging and email, for outbound customer interactions.
