Calabrio – State of the Contact Center, 2025

The report focuses on the state of contact centers by 2025, with a particular emphasis on the adoption and impact of artificial intelligence (AI) in this field.

Key findings include that AI is becoming an integral part of contact centers, with 98% already using AI to enhance customer satisfaction and strategic value. Despite AI's successes, many contact center strategies are lagging behind rapid changes, with 72% of organizations not planning to invest in bot analytics to improve AI capabilities. 61% of contact centers face more complex interactions, and only 36% of organizations prioritize training in emotional intelligence and social interactions. There is a gap between what contact center managers consider important for employee retention and what organizations actually provide, leading to high turnover and low job satisfaction.