The 10 must-know trends and transformation insights for the next 12 months

Contact Centre Insights Report 2025

New and emerging technologies are dominating the top trends for Contact Centres in 2025. From AI-powered chatbots and virtual assistants to IVR (Interactive Voice Response) and Customer Sentiment Analysis, it’s an extremely exciting but also disruptive era for the industry.

At the same time the contact centre industry is also navigating a difficult economic landscape in Australia, with a cost-of-living crisis, high interest rates and slow growth. The outlook for many sectors is precarious, making organisations more conservative and risk-averse when it comes to investing in new technologies, even as they recognise that business models need to change.

Many analysts predict that AI agents will increasingly replace human agents as well as lead to a drop in search engine volume. This has huge implications for the sector. According to Metrigy research, two out of three inquiries will be resolved by AI in 2025 and contact centres without AI will need to invest in 2.3 times more agents. As more customers rely on AI-powered tools for information, contact centres will need to enhance their conversational AI capabilities to deliver fast, accurate and intuitive responses. In the APAC region, 73% of consumers in APAC want chatbots to provide the same level of service as humans.

This report is brought to you by the Contact Centre Symposium 2025 – which kicks off in the Hunter Valley on Tuesday, 13 May.

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