2025 Multichannel Virtual Agent 
SmartAction
MARCH 7, 2023
Analysts expect CAI adoption to expand more than 22% this year alone, with longer term growth likely to exceed $14 billion by 2025. This is especially true for those cutting-edge companies that have wisely made multichannel communication a central part of their support model.
Lumoa
JUNE 23, 2021
Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.
RichCall
SEPTEMBER 13, 2017
ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. In a world where the phone and even chat are actually escalation channels, agents start three steps back by the time they say the word, “Hello.”. Contact Center and CX Research and Reports. Ian Jacobs. digital autonomy.
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