Contact Center System Market Is Shrinking: Frost & Sullivan Report

In another sign of the times, research firm Frost & Sullivan has issued a report estimating that the market for contact center systems will actually fall by nearly 2% per year through 2020. Phone agents are being replaced by many types of self-service and automated systems. Some research suggests consumers often prefer non-human interactions but I suspect the main driver here is lower costs for companies, customer preferences be damned.