Welcome to the Virtual Age of Contact Centers

Laptop with cloud computing diagram. Cloud computing and communication concept.

There’s a new trend in the Contact Center Industry – talking about the future. However, after a bit of scrutiny, one can easily realize that the future is now.

The virtual call center is already on the market, rapidly gaining traction in an age where remote work solutions are desperately needed and on-premise solutions are close to becoming obsolete. Companies want to streamline their services, make their processes more efficient, and increase customer processing rates. So, automation is the keyword here.

In this article, we will be looking at all the latest Technavio report on Call Center Market Growth Predictions and analyze the sudden increased demand for a virtual call center.

Cell Center Outsourcing Market to Grow by $13.54 Billion Until 2023 Due to RPA

According to Technavio’s latest in-depth report on the Global Call Center Outsourcing Market 2019-2023, the Contact Center market growth will accelerate at a compound annual growth rate of 3% until the end of 2023, which roughly translates into an industry-wide growth of $13.54 billion.

Even though the market is fragmented, more than a third of the growth is predicted to originate from North America. And the key drivers in all these predictions are robotic process automation systems that allow for more streamlined services that bring more customer satisfaction at lower agent costs.

Steady 3% contact industry growth rate through 2023

Specialists Are Predicting the Rise of the Virtual Contact Center

What Is the Virtual Contact Center?

A virtual contact center is defined by a lack of a physical location where agents are situated at predefined workstations. Instead, you have a virtual operating space with live agents connecting to it from all over the world.

What’s With all the Buzz?

The sudden and dire need for efficient remote contact center solutions uncovered a grave flaw in the system: over 70% of contact centers are still using on-premise solutions that will, eventually, lead to their demise.

Customers want rapid solutions and many are now looking at how a company responded to the COVID-19 crisis, how they managed to protect their employees, and how they handled the sudden influx of calls. For all these problems there was a single, simple solution – adopting a cloud-based solution that allows contact centers to send their agents home.

Is There A Simple Solution to All of This?

Of course, there is. NobelBiz’s OMNICHANNEL solution meets all modern client demands while solving every remote work-related problem a contact center might face. As we were part of the solution during the pandemic that shaped the new face of the Contact Center industry, we also want to be an active part of its future.

With NobelBiz’s software, you can easily move your activity to the virtual space. Even more, you can enable your agents to offer faster, more efficient customer services on more platforms with all interactions being saved in a rigorous call history securely kept in a cloud.

You can get more information on the NobelBiz’s technology of the future here.

Industry Predictions

While market analysis shows that the industry will benefit from steady growth, it’s important to remember the catalyst mentioned by the reports – new technology. So, keeping that in mind, let’s see what specialists predict for the next 2 years:

• Contact Centers that don’t adhere to the virtual space will lose clients to the more progressive businesses in the competition.

• RPA technology combined with an omnichannel solution can help contact centers raise their customer processing rates, driving business.

• Voice will be slowly replaced by chat solutions.

• Customers will take their business to companies that can assure them of the security they need.

With a background in Anthropology and a passion for digital marketing and copywriting, Georgian enjoys translating complex, often technical, concepts into everyday words. He loves optimizing everything, from texts, marketing funnels, and PPC campaigns to visual creations, social media feeds, or landing pages.

Share This Post

More To Explore

Call Center optimization: Tools and best practices to increase performance

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Read More »

The NobelBiz Voice Carrier Network: A Tailored Solution

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.

Read More »

15 Crucial Call Center Software Features for 2024: Must-Have Capabilities & Requirements

The transition from traditional to digital call centers is mainly thanks to the transformative impact of new software. It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. Software solutions offer a world of features that cater to various aspects of call center operations. These features range from managing calls to analyzing customer data. This transition is simply vital for call centers aiming to stay competitive and meet the evolving needs of their customers.

Read More »

Free 30-day Proof of Concept

Unlock Your FREE Month of licensing and take your contact center to the next level.

Fill in this form and save big on your tech stack with NobelBiz OMNI+ cloud contact center software!

"*" indicates required fields


Expert Form Tip: Sign Up with Google ReCAPTCHA

To use the CAPTCHA field on this form to protect your website from spam and bot abuse you will need to sign up with Google ReCAPTCHA. For more information on this, check out the Docs.

Important: Delete this tip before you publish the form.

This field is for validation purposes and should be left unchanged.

Warmth Beyond Winter

We're adopting a family for one year.
Let's make an impact together.


From Leads to Profits: Mastering Outbound Lead Generation and Sales

New On-Demand Webinar

Mastering Call Center Compliance


2023 Contact Center Industry Recap & Future Projections