Dimension Data has released the 18th edition of its annual Global Contact Centre benchmark report (GCCBR), a study which involved a survey of 901 organisations across 72 countries.
A press statement by the South Africa-based provider of ICT services and solutions said the survey showed digital (non-voice) traffic will overtake voice ( talks between an agent and customer) traffic in the next two years.
Digital traffic in contact centres is set to rise 87% in two years while voice traffic will drop 42%.
Dimension Data's parent company is the Tokyo-based Nippon Telegraph and Telephone (NTT) Corp.
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