According to Datamonitor's study, three major contact center outsourcing services trends will emerge this year. These are: vertical shifts on outsourcing providers, change in horizontal function needs, and adoption of new contact center technology realities.

Vertical shifts challenge

Contact center outsourcing vendors are struggling to adapt industry-specific solutions to both new and established clients. This is due to the changing nature of specific sectors, in addition to a rise in client sophistication, which is fuelling new contact channel solutions.