Curious about where the contact center industry is headed in 2025?
MiaRec Founder and CEO, Gennadiy Bezkorovayniy shares his bold predictions in a short, insightful video.
From the decline of IVRs and text-based chatbots to the rise of Voice AI Agents that could replace human support altogether, Gennadiy outlines how this shift will reshape customer service and redefine how companies prioritize the customer experience.
Don’t miss this chance to hear directly from a leader at the forefront of AI-driven innovation in contact centers—watch now and/or read below to get ready for the future!
What is the largest cost in any contact center?
It's not technology systems or software. It's human labor, wages, and benefits for agents and supervisors.
Image: Contact center operating expenditures, courtesy of ContactBabel from the report "AI for Contact Center Cost Reduction." Download HERE.
Over the years, companies have tried to improve contact center efficiency by implementing one of two strategies:
- Replacing humans with technology like IVRs and chatbots, or
- Enhancing agent performance using tools like real-time agent assist, better quality monitoring, and personalized training.
Let's talk about the front line of customer service today, IVRs and chatbots. They are everywhere, gatekeeping access to live agents. But here is the reality - customers HATE them!
Think about IVRs, press 1 for this, 2 for that... What do most people do? They press 0, desperate to reach a real human who can actually understand their problem.
Chatbots are a step up. Thanks to Large Language Models (LLM), they are smarter and can handle tasks like scheduling appointments, filing refine claim, etc. But there is still a problem, the interface. Chatbots rely on text, which is convenient for computers but not for humans. Voice, on the other hand, is how we naturally communicate.
So, why are we forcing humans to adapt to computers? Shouldn't it be the other way around?? Meet Voice AI Agents. They combine the intelligence of modern chatbots with a natural voice interface.
The year 2025 will mark the beginning of the Voice AI Agents era.
IVR systems will be almost completely wiped out. Voice bots will capture a significant market share from text chatbots.
Here is where it gets even more exciting: Voice bots are advancing so quickly that they can replace agent assist tools altogether.
Today, these tools guide agents during calls, suggesting what to say or do. But, let's be honest, they can be overwhelming. If AI is feeding agents what to say, why not let the AI speak directly to the customer?
The adoption of Voice Agents will transform the industry.
At MiaRec, we've already seen this shift from focusing on agent performance to evaluated quality of customer experience, whether the interaction involves a human or a bot.
This is an exciting time to be in this space. Some compare this AI hype to the dot com boom, but this time we have all the chances to avoid the bubble pop.
So, what do you think? Are you ready to embrace the future?
Share this
Sales Contact Centers: How AI Insights Can Help You Boost Revenue
Who Is Not A Good Fit For MiaRec?
