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Contact Center Trends for 2025: What's Hot and What's Not? - CX Today News

CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive. We introduce a host of contact center trends for 2025. Before focusing on four specifically: 1. Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows. 2. Conversational Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and how it can deliver deep insights into customer sentiment. 3. Agent Assist: Hear Simon’s take on how real-time support tools powered by AI are helping agents handle complex queries while combating burnout. 4. Automated QA: Explore how advancements in quality assurance now provide smarter evaluations, reducing costs and driving better customer interactions. Simon also dives into the nuances of why these trending tools are gaining traction, the challenges they solve, and their impact on the contact center of the future. For more from the Enghouse Interactive team, visit: https://www.enghouseinteractive.com Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #enghouse Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our Twitter, LinkedIn, and Facebook pages. For more Customer Experience tech news, visit: https://www.cxtoday.com 00:00-00:58 Intros 00:58-03:12 What's hot and what's not? 03:12-05:15 Why's everything so hot? 05:15-07:38 Trend - Generative AI & Knowledge Management 07:38-10:50 Trend - Conversational Intelligence 10:50-15:05 Trend - Agent Assist 15:05-22:21 Trend - Automated QA