"Call centres are increasingly widening their scope and the mobility and agility of consumers today, means organisations need to embrace technology trends to provide optimal customer service."

According to the report, 'service availability and business continuity' has replaced 'convergence' as key contact centre technology trends, with the latter slipping from first to fourth highest position. Meanwhile, 'consolidation of technologies' and 'consolidation of vendors' -- up one place to second and third respectively -- remain important technology trends not only where organisations are simplifying their legacy technology estates, but also where they're integrating new channel technologies.

Given the complexity of existing technology environments, it's not surprising that 'integration', 'lack of flexibility' and 'upgrades too expensive' are the top most common challenges being experienced in today's contact centres.

Dimension Data said the mix was further complicated by a progressive move away from applying a dedicated contact centre technology strategy to incorporate it into the wider enterprise customer management strategy.

It said investment for upgrades and enhancements are harder to authorise and are driving the need to consider alternative sourcing models for specific functionality that will include Cloud-based solutions on a pay-as-you-use operating expenditure model.