Artificial intelligence, robotics driving contact center automation

The global unified communication (UC) as a service market is projected to grow at a compound annual growth rate (CAGR) of more than 25% between 2017 and 2021, according to market research firm Technavio. The increasing leveraging of enterprise and consumer technology such as solutions to communicate effectively with customers will fuel the demand for unified communication, the report said. In contact centers, the emergence of artificial intelligence and robotics technology will help contact centers automate the contact center process. The rise of machine learning technology, cognitive computing, and behavioral analytics will fuel the demand for UC in this market segment, Technavio said. In enterprise collaboration, vendors are offering solutions that enhance the collaboration among employees, suppliers, and clients and are simple to deploy, less expensive, and more powerful.