5G Enabling Interactive Calling for Contact Centers: Juniper
The number of calls handled by contact centers as a service (CCaaS) will near 48 billion by 2027, from 20 billion this year, driven by advanced capabilities made possible by 5G networks, said a Tuesday Juniper Research study. Integration of…
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5G technologies into voice channels will drive the launch of new voice services, such as interactive calling, said analyst Elisha Sudlow-Poole. Businesses using CCaaS will be able to provide interactive content and screensharing natively on a smartphone app without the need for a third-party application, she said. 5G will also improve existing CCaaS services such as interactive voice response, using AI to reduce customer wait times and business costs.