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Digital (Non-Voice) traffic to overtake Voice Traffic in contact centres worldwide

Ike Suarez | March 6, 2015
Dimension Data survey says this will take place in two years.

Dimension Data has released  the 18th edition of its annual Global Contact Centre benchmark report (GCCBR), a study which involved a survey of 901 organisations across 72 countries.

A press statement by the South Africa-based provider of ICT services and solutions said the survey showed digital (non-voice) traffic will overtake voice ( talks between an agent and customer) traffic in the next two years.

Digital traffic in contact centres is set to rise 87% in two years while voice traffic will drop 42%.

Dimension Data's parent company is the Tokyo-based Nippon Telegraph and Telephone (NTT) Corp.



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