Dive into the Top 10 Contact Center Trends & Innovations [2026]

Executive Summary: What are the Top 10 Contact Center Trends in 2026 & Beyond?

The contact center industry is transforming rapidly as enterprises balance customer expectations, security requirements, and operational efficiency. Top contact center innovation trends shaping the sector are:

1. Security, Privacy & Trust: Data breaches remain a top concern, with identity-based attacks making up nearly 30% of intrusions in 2025. Malware-driven phishing 84% year-over-year, while insider misuse continues to surface. Companies are moving beyond PINs and security questions to adopt multifactor authentication, biometrics, and zero-trust security. The consumer security market is projected to grow to USD 69.35 billion by 2034.
2. AI Agents: More than half of organizations are exploring AI agents, and 37% already run pilots. Powered by LLMs, AI agents resolve inquiries autonomously, complete workflows, and collaborate in multi-agent frameworks. The global call center AI market will reach USD 7.08 billion by 2030.
3. Conversational AI & Chatbots: By 2026, bots will automate 10% of all contact center engagements, particularly routine queries. Companies using AI automation report 30% cost reductions and faster service. Adoption of AI copilots surged in 2024, enabling agents to manage calls with real-time suggestions. The chatbot market is projected to hit USD 15.5 billion by 2028.
4. Personalized Customer Service: Customers expect tailored experiences, with 76% feeling frustrated when interactions lack personalization. AI-driven analytics and service tools enable “segments of one,” while generative AI platforms guide empathetic, context-aware responses. Personalization is becoming central to customer experience strategies.
5. Cloud-based Contact Centers: Cloud migration underpins flexibility, scalability, and rapid AI integration. Remote agents increased by 60% between 2022 and 2024, and platforms like Amazon Connect enable updates within weeks instead of months. The cloud-based contact center market will expand from USD 37.98 billion in 2025 to USD 222.91 billion by 2034.
6. Social Media Integration: Over 65% of consumers contact customer service through messaging apps, making social platforms critical to engagement. AI-powered sentiment analysis, chatbots, and social listening tools allow contact centers to monitor and respond in real time.
7. Mobile-first Solutions: With 7.21 billion global smartphone users, mobile-first service is becoming the norm. SMS open rates exceed 98%, while WhatsApp-based support resolves most inquiries without human intervention. The mobile CRM market is projected to reach USD 58.07 billion by 2034, reflecting demand for quick, app-based customer engagement.
8. Omnichannel Systems: Seamless service across channels remains critical, with strong omnichannel strategies retaining 89% of customers compared to 33% for companies without them. AI-driven orchestration allows routing, personalization, and real-time context across voice, chat, and digital touchpoints. The omnichannel contact center market will grow to USD 45.8 billion by 2032.
9. Real-Time Conversational Analytics: With 28.1% agent attrition and customer expectations rising, real-time analytics allows for managing compliance, coaching, and productivity. These tools monitor interactions, provide in-call prompts, and automate post-call work, cutting after-call labor by 35%. The analytics market is forecasted to reach USD 5.75 billion by 2030.
10. Voice Biometrics: Fraudulent calls rose 60% between 2022 and 2023, driven by voice cloning and deepfake risks. Passive voice authentication reduces call times while improving security. The global voice biometrics market is projected to reach USD 11.5 billion by 2032.

Read on to explore each trend in depth – uncover key drivers, current market stats, cutting-edge innovations, and leading contact center innovators shaping the future.

Frequently Asked Questions

1. What are the latest trends in customer service?

Customer service is evolving with the growing use of AI. Many organizations are adopting generative AI tools to improve support delivery. These tools enable businesses to offer proactive assistance, manage interactions across multiple channels, and tailor responses to individual customer needs.

2. What is the future of call centers?

Call centers are moving toward AI-first operations. The companies are using automation to reduce agent headcount by 40-50% while increasing call volume capacity by 20-30%. Besides, the global call center AI market is expected to reach USD 10.07 billion by 2032.

Methodology: How We Created the Contact Center Trend Report

For our trend reports, we leverage our proprietary StartUs Insights Discovery Platform, covering 7M+ global startups, 20K technologies & trends, plus 150M+ patents, news articles, and market reports.

Creating a report involves approximately 40 hours of analysis. We evaluate our own startup data and complement these insights with external research, including industry reports, news articles, and market analyses. This process enables us to identify the most impactful and innovative trends in the contact center industry.

For each trend, we select two exemplary startups that meet the following criteria:

• Relevance: Their product, technology, or solution aligns with the trend.
• Founding Year: Established between 2020 and 2025.
• Company Size: A maximum of 200 employees.
• Location: Specific geographic considerations.

This approach ensures our reports provide reliable, actionable insights into the contact center innovation ecosystem while highlighting startups driving technological advancements in the industry.

Innovation Map outlines the Top 10 Contact Center Trends & 20 Promising Startups

For this in-depth research on the Top Contact Center Trends & Startups, we analyzed a sample of 3200+ global startups & scaleups. The Contact Center Innovation Map created from this data-driven research helps you improve strategic decision-making by giving you a comprehensive overview of the contact center industry trends & startups that impact your company.

Tree Map reveals the Impact of the Top 10 Contact Center Trends

Contact center innovation continues to evolve through the integration of automation, security, and real-time intelligence. AI agents and conversational tools simplify customer interactions, reduce handling time, and support round-the-clock service.

In parallel, real-time conversational analytics allows teams to extract insights during live calls to improve resolution and meet compliance standards. Voice biometrics strengthens authentication while reducing friction for users. Further, personalized service platforms tailor support based on previous interactions and customer preferences.

Cloud-based contact centers enable remote operations and scale quickly. Mobile-first platforms maintain consistent service across devices and ensure accessibility and responsiveness.

Omnichannel systems bring together chat, email, social media, and voice into a unified communication flow. At the same time, social media integration allows teams to monitor and respond to brand interactions as they happen.

Security, privacy, and trust frameworks remain essential. They protect customer data and support compliance with regulatory requirements. Together, these developments are shaping a more adaptive and technology-driven contact center model.

Global Startup Heat Map covers 3200+ Contact Center Startups & Scaleups

The Global Startup Heat Map showcases the distribution of 3200+ exemplary startups and scaleups analyzed using the StartUs Insights Discovery Platform. It highlights high startup activity in the United States and Western Europe, followed by India. From these, 20 promising startups are featured below, selected based on factors like founding year, location, and funding.

Want to Explore Contact Center Innovations & Trends?

Top 10 Emerging Contact Center Trends [2026 and Beyond]

1. Security, Privacy & Trust: Identity Attacks 30% of Intrusions Malware Phishing Up 84% YoY

Many consumers avoid doing business with companies they don’t trust to protect their data. Cisco’s 2024 Consumer Privacy Survey found that over 75% of respondents would not purchase from organizations they consider unreliable with personal information.

On the enterprise side, contact center leaders increasingly treat privacy as a priority. According to a Zendesk benchmark report, 56% of CX leaders said their organization experienced a data breach or cyberattack targeting customer data in the past year.

Generative AI has changed the landscape for both attackers and defenders. IBM’s 2025 Threat Index reports that identity-based attacks, such as credential phishing and info stealers, account for nearly 30% of intrusions. Phishing emails containing malware have increased by 84% year-over-year.

A recent case highlights the risks of insider misuse. Between December 2024 and January 2025, a third-party call center representative for Inspira Financial accessed data from more than 2300 retirement accounts without authorization. The breach involved names, Social Security numbers, and account balances.

Traditional PINs and security questions no longer meet today’s authentication needs. Contact centers are adopting multifactor and biometric methods to verify identities. Several contact centre as a service (CCaaS) providers embed voice and face ID checks, one-time passcodes, and other MFA tools into agent desktops and IVR flows.

Besides, the zero-trust security model is gaining momentum. It limits data access based on roles, continuously verifies user devices, and segments networks to reduce exposure.

Moreover, the consumer security market is expected to grow from USD 45.15 billion in 2025 to USD 69.35 billion by 2034. This reflects a projected compound annual growth rate (CAGR) of 4.88% over the forecast period.

DeepTrust offers Human-centered Call Security

US-based startup DeepTrust develops an AI-powered platform that protects live voice and video calls by analyzing conversations for deepfakes, vishing, and social engineering risks in real time. It uses context-aware detection algorithms, behavioral analysis, and deepfake identification to flag suspicious patterns and alert employees during calls.

The platform includes just-in-time security interventions, customizable detection rules, and policy mapping. These features support training, reinforce compliance, and aid in reducing fraud-related losses. It works across platforms such as Teams, Zoom, Meet, and RingCentral, offering insights into user risk profiles, blindspots, and broader security trends.

Authsignal provides Passkeys & Multi-Factor Authentication (MFA)

New Zealand-based startup Authsignal creates an authentication platform that protects call center interactions using passkeys, biometrics, and multi-factor authentication in a single, phishing-resistant system. It verifies callers through contextual data and advanced methods, which allows reducing reliance on lengthy security questions and shortens call handling times.

The startup’s platform includes flexible APIs, pre-built components, and a rules engine that support quick integration with existing identity systems and technology stacks. It also addresses fraud risks such as deepfake voice attacks while improving user experience through efficient verification and smart call routing.

2. AI Agents: 51% of Organizations Exploring & 37% Running Pilots

AI-powered virtual agents have moved quickly from pilot projects to active use in contact centers. As of early 2025, 51% of organizations are exploring AI agents, while 37% have begun pilot programs.

Rising customer demand for round-the-clock support and personalized service continues to drive adoption. To meet these expectations, companies use AI agents to answer routine questions and maintain customer context across channels.

Operational efficiency also plays a role. AI agents allow for managing inquiry volume and seasonal spikes without increasing headcount, which controls costs.

The recent advances in large language models (LLMs) such as OpenAI’s GPT-4 and Google’s Gemini have improved AI agents’ ability to understand complex queries and respond naturally. These models support more effective customer interactions.

For instance, the Google Cloud-Verizon AI assistant uses a custom LLM trained on thousands of internal Verizon documents. This setup enables more accurate and context-aware responses.

Meanwhile, autonomous agentic AIs are able to complete workflows independently. They detect issues, access account details, make changes, and confirm resolutions without human intervention.

Multi-agent frameworks are also emerging, where specialized AI agents collaborate to handle tasks.

The global call center AI market is expected to reach USD 7.08 billion by 2030, growing at a compound annual rate of 23.8% from 2025 onward.

Voyce AI creates AI Voice Agents

UK-based startup Voyce AI offers AI voice agents and real-time agent assist tools that automate call center interactions. These tools resolve more than half of customer calls without human involvement.

The platform processes conversations in real time with accurate intent matching across multiple languages. It handles tasks such as FAQs, bookings, order checks, complaints, and lead qualification.

Voyce AI integrates with CRMs, booking systems, and support tools, which allows businesses to manage higher call volumes without increasing staff. When needed, it ensures easy escalation to human agents.

Its system delivers measurable results, including shorter call durations, higher upsell conversion, and better customer satisfaction. These outcomes stem from continuous learning based on each interaction. Besides, it provides 24/7 intelligent call coverage.

Umbrella Tech builds Autonomous Voice, SMS, and Web-based Agents

Canadian startup Umbrella Tech provides AI-powered customer engagement tools that automate inbound and outbound communication across voice, email, SMS, and chat. These tools enables enterprises to simplify support and collections at scale.

The startup’s platform uses large language models to interpret intent, manage interactions, and deliver real-time responses. It integrates with systems such as TCN, Five9, CRMs, and ERPs to fit into existing workflows.

Umbrella Tech offers specialized products, including AI Transfer Agents for call routing and AI Collection Agents for debt recovery. Further, it provides AI Quality Assurance for compliance, AI Speech Analytics for insights, and AI SMS & Email for outreach. These tools support multi-language interactions, negotiate payments, and score calls in over 128 languages. They also generate analytics on customer behavior and risk.

3. Conversational AI & Chatbots: Market to Reach USD 15.5B By 2028

Automating routine inquiries with chatbots allows contact centers to manage rising interaction volumes without increasing headcount. This approach also reduces costs and eases pressure on lean teams, especially in high-churn environments.

AI-powered automation handles a growing share of customer interactions. Gartner projects that by 2026, chatbots and voicebots will fully automate about 10% of contact center engagements, especially those involving simple queries.

Improving customer experience remains a key motivator. AI bots offer round-the-clock service, shorten wait times, and meet expectations for fast, convenient support.

Studies show that companies using AI automation have reduced customer service operating costs by roughly 30% on average.

On the agent side, 2024 saw wider adoption of AI copilots. These assistants listen to calls or read chats in real time and provide live guidance. They also transcribe and analyze conversations, then suggest helpful responses.

Air Canada, for example, upgraded its contact centers in 2024 by adopting Amazon’s AI-enabled platform. The airline introduced automation to handle common inquiries more efficiently.

Meanwhile, voice-based AI continues to advance. The improvements in speech recognition and text-to-speech have made chatbots more natural and capable of understanding callers.

Startups focused on voice AI have surged by 70%, with many emerging from incubators like Y Combinator.

Moreover, CCaaS and CRM vendors are embedding AI across their platforms to support smarter workflows and better customer engagement.

The global chatbot market is expected to reach USD 15.5 billion by 2028, with a projected CAGR of 23.8% from 2025 to 2030.

Call Simulator provides Communication Training as a Service

US-based startup Call Simulator makes an AI-powered training platform that enables BPO call center agents to practice real-world scenarios. It simulates customer interactions with varying complexity, including different emotions, accents, languages, and profiles.

The platform integrates with call center software, which allows agents to build communication and technical skills. It provides structured feedback based on data from each session. Trainers use customizable playlists and script-building tools to create repeatable scenarios tailored to industry needs and client updates.

Call Simulator also supports remote access and enables trainees to practice anytime with an internet connection. This reduces onboarding time and improves agent proficiency.

Jelibot builds AI-based Chatbots

Turkish startup Jelibot offers an AI-powered chatbot and communication platform that automates customer engagement across sectors such as travel, insurance, and digital banking. It uses conversational models to process natural language, which allows businesses to manage reservations, respond to policy questions, and support banking interactions efficiently.

The startup’s platform includes features like sentiment analysis to track customer perceptions, topic modeling to identify communication patterns, and text generation to produce relevant responses. It supports both voice and chat channels and provides multilingual service through human-like interactions.

Jelibot also aids in reducing staff workload and improving customer experience.

4. Personalized Customer Service: 76% Feel Frustrated Without Personalization

Modern customers expect personalized service and respond positively when companies deliver it. Surveys show that 71% of consumers want tailored interactions, while 76% feel frustrated when service lacks personalization.

As a result, personalization has become a key area of competition. Gartner reports that 80% of organizations plan to compete primarily on customer experience. Providing attentive, customized service plays a central role in meeting that goal.

AI advances this shift by processing customer data in real time. It supports “segments of one” by tailoring responses and offers to individual needs. For example, AI-powered chatbots and virtual agents greet customers by name, reference past interactions, and deliver context-aware answers.

Further, Cisco’s Webex contact center platform uses generative AI to analyze transcripts and draft empathetic responses, which allows agents to sound more natural.

Gant Travel, a mid-sized travel company, shows how AI analytics improve personalization. Previously, the team reviewed only 2% of customer calls. In 2024, they adopted AI-based speech analytics that monitors every interaction. This provided detailed insights into customer needs and concerns. With this data, the company trained agents to address common issues and tailor offers to individual preferences.

Moreover, companies are increasing investments in customer data platforms, AI-driven service tools, and agent training to deliver more relevant and responsive customer experiences.

HumanableCX enables Hyper-personalized Customer Engagement

Australian startup HumanableCX develops a patented digital engagement platform that automates real-human video interactions at scale. It allows organizations to deliver compliant and unbiased customer experiences through formats such as Video Concierge, Motion Graphics, and Stock Video.

The platform blends human presenters with AI-driven responses and personalized content. It guides users through onboarding, renewals, claims, and product journeys. HumanableCX integrates with CRMs like Salesforce, HubSpot, and Adobe, and includes ISO27001-certified security and analytics to support engagement strategies.

The startup’s solution reduces call center workload, increases conversion rates, and improves customer satisfaction through targeted video interactions. Additionally, it supports communication across web, SMS, email, and in-app channels.

Perch Insights advances Customer Journey Analytics

US-based startup Perch Insights offers a customer journey analytics platform that tracks and analyzes interactions across channels. It enables organizations to monitor behavior and outcomes in real time.

The platform unifies data from CRM systems, marketing tools, call centers, support tickets, and digital platforms. It then applies AI-driven insights, root cause analysis, and targeted recommendations to identify friction points and uncover growth opportunities.

Perch Insights includes features such as journey mapping, multi-channel integration, real-time alerts, and customizable dashboards. These tools allow businesses to visualize engagement, detect conversion drop-offs, and compare performance across channels.

In 2022, the company raised USD 2.9 million in seed funding from individual investors. This investment supports the expansion of its SaaS product, which provides CX teams with insights to improve customer lifetime value and reduce acquisition costs.

5. Cloud-based Contact Centers: Market To Reach USD 222.91B By 2034

The pandemic reshaped contact center operations, making flexibility a core requirement. Cloud platforms allow agents to work remotely using only a headset and an internet connection. According to Gartner, the number of remote call center agents grew by about 60% between 2022 and 2024.

Cloud contact centers offer on-demand scalability that on-premise systems struggle to match. Businesses are able to adjust capacity in real time to meet changing volumes. For instance, retailers get to increase support by 200% within hours during holiday peaks.

In addition, cloud platforms simplify the deployment and scaling of AI tools. Genesys reported a sharp rise in AI adoption on its cloud platform between 2023 and 2024. The use of digital self-service bots grew more than fourfold, while voicebot usage tripled.

Unlike traditional software that updates annually, cloud providers release new features regularly. This approach allows organizations to stay current without complex upgrades.

Frequent updates, often weekly or monthly, give users access to the latest tools, from interface changes to advanced AI features. For example, Amazon Connect added contact lens analytics and Lex voice bots, which users could activate with minimal effort.

“The flexibility of Amazon Connect lets us add new features in weeks instead of the three to six months that our last solution required,” said Rajiv Sondhi, Vice President for Software Engineering and Digital Technologies at Capital One.

Moreover, the global cloud-based contact center market is expected to grow from USD 37.98 billion in 2025 to USD 222.91 billion by 2034, with a projected CAGR of 21.73% over the forecast period.

Teliqon creates Virtual Phone Systems

Estonian startup Teliqon provides a cloud-based communication platform that allows contact centers to manage voice, messaging, and customer engagement in one system. It includes tools such as Cloud PBX, Bulk SMS for Business, Virtual Phone Numbers, and CRM integrations.

These solutions support inbound and outbound call management, campaign automation, and unified communication workflows. The platform operates in over 170 countries and provides high message deliverability, local virtual numbers for credibility, and integration with systems like Salesforce, HubSpot, Zendesk, and Microsoft Teams.

It offers features such as automatic call distribution, IVR, live monitoring, analytics dashboards, and programmable routing. These tools improve operational efficiency and customer experience.

Kauneonga develops Cloud-based CCaaS Platform

US-based startup Kauneonga builds Liberty, a cloud-based contact center platform for the telephone answering service industry. It runs in the cloud, allowing agents and managers to operate through a browser or mobile app without relying on legacy hardware or VPNs.

The startup’s platform supports omnichannel communication across phone, chat, and SMS. It includes features such as dynamic agent scripting, on-call calendar management, and real-time workforce reporting. These tools simplify scheduling, improve call handling accuracy, and allow quick updates to client-specific scripts.

Kauneonga also reduces IT overhead and improves agent productivity. It supports scalable service delivery, enhances customer interactions, and simplifies operations.

6. Social Media Integration: 65% Contact Service via Social Media Messaging Apps

As of July 2025, over 5 billion people use social networks worldwide. This scale makes integrating platforms like Facebook, Instagram, X (Twitter), and WhatsApp into customer support essential for businesses.

More than 65% of consumers contact customer service through social media messaging apps. Social media has become a fast-growing support channel, accounting for roughly 25% of all service interactions.

Public platforms amplify customer service visibility. A single viral post quickly influences a brand’s reputation, which prompts companies to respond swiftly and consistently.

To meet this demand, contact center software providers offer unified agent desktops that combine social media with traditional channels.

Contact centers also use advanced social listening tools to track brand mentions, complaints, and keywords in real time. For instance, Genesys introduced Cloud Social tools in 2024 to support public listening and messaging within its platform.

AI-powered sentiment analysis allows the classification of posts as positive, neutral, or negative, which enables teams to prioritize responses more effectively.

Many companies deploy chatbots on social messaging apps to manage routine inquiries around the clock. These bots answer FAQs, collect initial information, and escalate complex issues to human agents when needed.

Looking ahead, the social media market is projected to grow to USD 341.7 billion by 2029. This reflects a compound annual growth rate of 13.2% over the coming years.

Jaldi creates a Lead Management Platform

UAE-based startup Jaldi offers a sales engagement platform that centralizes lead management and simplifies customer communication across multiple channels. It connects directly with Facebook and Instagram ads to auto-assign new leads to sales agents.

The agents receive mobile notifications and respond through calls, WhatsApp, SMS, or email with one click.

The startup’s platform enforces structured workflows by requiring lead status updates after each call. It also supports follow-up reminders via mobile alerts and stores complete conversation histories for every lead.

Additionally, it provides real-time dashboards and analytics to track sales KPIs, monitor team activity, and manage lead distribution and reassignment.

Jaldi serves industries such as real estate, solar, marketing, insurance, and finance. Its solution aids in increasing agent productivity, improving response times, and reducing lead loss.

TextChat offers Integrated MetaChannel Solutions

US-based startup TextChat provides a customer communication platform, Swytch, that enables BPOs and call centers to turn website visitors into leads. It combines live chat with conversational AI to manage routine inquiries, shorten handling times, and allow agents to focus on complex interactions.

The platform supports multi-client management through data segregation, customizable workflows, and unified dashboards. These tools enable teams to handle multiple accounts with efficiency.

TextChat includes features such as real-time analytics, mobile notifications, lead capture, and conversation history. These functions improve agent productivity and allow tracking customer satisfaction.

It also complies with frameworks like HIPAA, SOC 2, and ISO 27001 to support secure data handling in regulated industries.

7. Mobile-first Solutions: Mobile CRM Market To Reach USD 58.07B By 2034

Several factors are driving contact centers to adopt mobile-first solutions. The widespread use of smartphones plays a central role, with 7.21 billion users worldwide as of 2025.

This level of adoption means customers carry a support channel with them at all times. As a result, demand for convenient, on-demand service continues to grow.

Expectations for speed and simplicity are also rising. About 65% of customers now expect instant responses, while 51% prefer live chat because it allows multitasking during wait times.

Mobile channels such as chat and messaging meet these needs by enabling real-time, asynchronous conversations. They fit easily into daily routines. SMS, in particular, captures attention quickly, and open rates reach 98%. Besides, 82% of users check texts within five minutes, according to a SimpleTexting survey.

Advances in technology support this shift. Messaging platforms and APIs have matured, which makes mobile-first service more scalable. WhatsApp, Facebook Messenger, WeChat, Apple Business Chat, and RCS allow businesses to engage customers on familiar apps.

AI-powered chatbots and virtual assistants further enhance mobile channels. These tools understand natural language and handle routine inquiries around the clock to offer quick answers through mobile interfaces.

Modanisa, a global fashion retailer, adopted a WhatsApp-based chatbot named Nisa to manage multilingual inquiries. Today, 56% of its customer contacts occur over WhatsApp, and the chatbot resolves about 70% of them without human intervention.

Looking ahead, the mobile CRM market is projected to reach USD 58.07 billion by 2034, with a compound annual growth rate of 11.90% over the forecast period, 2024 to 2034.

KrispCall builds Contact Center Phone App

Singaporean startup KrispCall offers an AI-powered cloud telephony platform that integrates phone system features into CRM and helpdesk environments. It combines tools such as a unified callbox, IVR, call monitoring, call queuing, and virtual phone numbers from over 100 countries to simplify communication.

The platform includes an AI Copilot that transcribes calls, summarizes conversations, and automates responses. These features aid sales, support, and remote teams to increase productivity.

KrispCall also supports call notes, analytics, and live monitoring, giving managers real-time insight into performance and service quality.

NoTime provides an Outsourced Call Center Platform

US-based startup NoTime creates a mobile-first communication platform that connects businesses with freelance customer experts to manage inbound sales and service calls on a pay-per-minute basis. It routes calls through a global network, which allows customers to reach local representatives while businesses pay only for the time used.

The platform includes features such as click-to-call buttons, call recording, payment processing, CRM and ticketing integration, screen sharing, and feedback scoring. These tools aids in simplifying customer engagement and improving service delivery.

NoTime reduces fixed costs and enables companies to scale support based on demand. It also supports responsive, human-led service without recurring fees.

8. Omnichannel Systems: Strong Omnichannel Strategies Retain 89% of Customers

Customers expect consistent service across all channels. About 90% want a unified brand experience, which often means avoiding the need to repeat their issue.

When asked to repeat themselves, 89% of customers report frustration and may stop doing business with the company.

Omnichannel service plays a key role in customer retention. Companies with strong omnichannel strategies retain around 89% of their customers, compared to 33% for those without one.

To support this, AI-powered chatbots, virtual assistants, and conversational IVR handle routine queries across channels around the clock. These tools aid in delivering quick responses and reducing wait times.

As customers grow more comfortable with voice commands and smart speakers, contact centers are adding voicebots and speech recognition to their channel mix. Speech analytics tools also continue to expand, offering transcription and call analysis in real time.

New integration tools and analytics enable companies to manage customer journeys more effectively. For instance, channel steering uses intelligent routing to guide customers to the right channel and shift them when needed.

Modivcare, a healthcare services provider, revamped its contact center in 2024 to support 34 million members. It leveraged a cloud platform with AI orchestration and deployed voicebots and chatbots alongside human agents. As a result, 63% of member inquiries go through chatbots, which allows agents to focus on complex cases.

Further, the omnichannel call center solutions market is expected to reach USD 45.8 billion by 2032, growing at a compound annual rate of 7.2% from 2026 to 2032.

Telvoip provides an Omnichannel Contact Center

Kenyan startup Telvoip offers an omnichannel contact center platform that brings together customer interactions across voice, email, live chat, SMS, WhatsApp, Facebook, Instagram, and other digital channels. It consolidates conversations into a single console to allow agents to respond quickly while viewing customer context in real time.

The platform includes outbound call reminders, airtime tracking, unified inboxes, and AI-powered tools. These features support faster responses and improve the accuracy of information shared with customers.

Telvoip also integrates with CRM systems, allowing businesses to deliver consistent customer experiences and gain deeper insights through reporting and analytics. Besides, sales, marketing, and support teams are able to engage customers on their preferred channels with less complexity.

JRC Omnichannel makes an Omnichannel CRM Platform

Brazilian startup JRC Omnichannel creates a cloud-based omnichannel contact center platform that centralizes communication across voice, email, SMS, WhatsApp Business, Twitter, Facebook Messenger, Instagram, and chatbots. It unifies customer interactions, maintains contact history, and allows agents to manage multiple sessions at once.

The startup’s platform includes tools such as input routing, agent scripting, and dynamic workforce management to support efficient operations. It also features voice and screen recording, virtual reality, conversational AI, and chatbot automation powered by NLP and NLU to improve responsiveness and expand service capacity.

Additionally, JRC Omnichannel provides analytics, real-time dashboards, and API integrations that allow organizations to gain insights and manage campaigns more effectively.

9. Real-Time Conversational Analytics: Contact Center Analytics Market To Reach USD 5.75B By 2030

Contact centers are adopting real-time conversational analytics in response to rising customer expectations and operational challenges. Today, 65% of customers expect instant responses, and 70% want agents to understand their previous interactions.

Meanwhile, agent burnout continues to affect staffing. In 2023, 28.1% of contact center agents left their roles, with burnout cited as the main reason.

Information overload adds to the strain. Contact center leaders report that agents struggle with too many systems and too much data. This leads to longer calls and lower service quality.

Real-time analytics aids in addressing these issues by monitoring every interaction as it happens. It detects compliance risks and service gaps, which allows teams to respond immediately.

Further, in-call insights support agents during conversations. These prompts improve first-call resolution and reduce handling time.

AI-powered tools also simplify operations. Metrigy research shows that real-time support and post-call automation cut after-call work by 35% on average. Agents spend less time writing notes or updating CRMs and more time assisting customers.

Premier Bankcard, which manages over 500 000 calls monthly with 400 agents, adopted Verint’s speech analytics platform. The system monitors all calls and provides insights that allow for identifying bottlenecks and guiding coaching.

Moreover, the global contact center analytics market is expected to reach USD 5.75 billion by 2030, growing at a compound annual rate of 20.5% from 2025 onward.

ODIO enables Real-time Transcription & Call Monitoring

Indian startup ODIO provides a real-time assist platform that improves contact center performance through AI-based coaching, contextual guidance, and live compliance monitoring.

It analyzes conversations as they happen, generates transcriptions, and provides agents with smart checklists, nudges, and context-aware suggestions. These tools allows agents to manage objections, spot upsell opportunities, and respond in line with brand standards.

The platform also supports supervisors with live call monitoring, automated quality scoring, and compliance alerts that highlight policy risks during calls. In addition, it delivers coaching insights based on speech patterns, customer sentiment, and engagement levels.

Abstrakt offers Voice Analytics & Post-call Automation

US-based startup Abstrakt creates a conversational intelligence software that enables contact centers to improve sales performance, coaching, and compliance. It transcribes calls in real time, detects sentiment, and tracks conversational patterns. During calls, it provides agents with instant recommendations and playbook prompts to guide responses.

The platform automates post-call tasks by generating summaries, scoring sentiment, and uploading notes directly into CRMs. This process reduces manual effort and removes bias from reporting. It also sends real-time notifications through Slack or Teams when agents need assistance.

In addition, Abstrakt includes automated scoring and dashboards that highlight key performance metrics such as patience, objection handling, and average handle time. These insights allow managers to monitor quality and identify areas for improvement.

10. Voice Biometrics: Market To Reach USD 11.5B By 2032

Fraudsters are increasingly targeting the voice channel. Between 2022 and 2023, fraudulent calls to contact centers rose by 60%. Much of this activity stems from deepfake audio and voice cloning, where AI tools mimic customer voices to bypass security. These attacks pose an estimated USD 5 billion fraud risk to US contact centers.

Meanwhile, customers grow frustrated with outdated authentication methods. Long identity checks using PINs, passwords, or personal questions often lead to call abandonment. About 51% of consumers report dropping calls due to these frustrations, while 61% cite poor experiences with IVR systems.

Replacing manual identity checks with passive voice authentication saves time. Agents begin assisting customers immediately, without lengthy security steps. For example, Barclays reduced its phone authentication time from over 90 seconds to just 15 seconds by using voice ID.

Voice biometrics enables blocking impostors who bypass knowledge-based checks. HSBC implemented voice biometrics and saw a 50% drop in fraudulent account takeover attempts.

Further, machine learning algorithms extract hundreds of voice features and match voiceprints within seconds. AI also improves accuracy by adapting to real-world conditions such as background noise, accents, and illness. Deep learning allows vendors to expand language and dialect support more quickly.

The global voice biometrics market is projected to reach USD 11.5 billion by 2032, growing at a compound annual rate of 18.7% from 2024 onward.

Authenticalls provides Voice Biometric 2FA

Irish startup Authenticalls makes a voice biometric two-factor authentication platform that combines voice verification with one-time code validation. It sends a secure code via API, prompts the user to read it aloud, and verifies both the spoken code and vocal traits for dual authentication.

The startup’s platform removes the need for passwords or additional devices by using a live voice challenge. It enables the prevention fraud by detecting impostors, blocking recordings, and identifying AI-generated voices.

At the same time, it supports compliance through built-in KYC and AML verification. Authenticalls also protects sensitive actions and improves authentication workflows.

VoxEQ offers Real-time Voice Intelligence

US-based startup VoxEQ creates a voice intelligence platform that aids in securing customer interactions and improving call experiences by analyzing bio-signals in the human voice. It operates through products like VoxEQ Verify, which detects impersonation fraud by comparing caller demographic data with expected values and using watch lists to identify potential threats.

In addition, the startup provides VoxEQ Persona, which uses voice bio-signals to match customers with suitable agents or customized scripts. This approach supports more efficient conversations and improves customer satisfaction.

The platform integrates with CCaaS providers such as Genesys and Amazon Connect, and allows for straightforward onboarding and flexible scaling. It serves industries including financial services, insurance, and retail to reduce fraud risk and support personalized engagement.

Discover all Contact Center Trends, Technologies & Startups

Looking ahead, contact centers will evolve through technologies that extend beyond the current core stack. Emotion AI, agent-assist copilots, and automated quality assurance tools are gaining traction to offer deeper insights into service delivery.

At the same time, self-healing customer experience systems, zero-trust communication frameworks, and spatial audio for voice support are emerging. These tools improve responsiveness, strengthen security, and enhance the quality of interactions.

The Contact Center Trends & Startups outlined in this report only scratch the surface of trends that we identified during our data-driven innovation & startup scouting process. Identifying new opportunities & emerging technologies to implement into your business goes a long way in gaining a competitive advantage.