Generative and agenic AI seem to make just about everyone’s list of trends to watch in 2025. But many of the bumpy starts we’ve seen with respect to AI implementation means the medium has a long way to go to fulfill its promise of improved customer satisfaction and cost reduction. In fact, overfocusing on the promise of AI can lead to deep disappointment. For contact center trends in 2025, the focus is less on building the best AI solutions but rather becoming the best at putting AI to use in a human-centered way. With this in mind, here are the 2025 contact center trends we are seeing that have the biggest impact with minimal investment.   

Contact Center Trend 1: Optimizing the Voice Channel with AI

If the last couple of years have taught us anything it’s that in spite of advances in AI sophistication, the voice channel isn’t going away and that AI is a tool for people to use, not a replacement for people. Where AI-powered tools are providing the biggest impact is when they are paired with well-trained agents and have an iron-clad use case. For example, AI can assist agents by monitoring conversations and providing helpful prompts in real-time. It can also offer easily searchable customer histories and knowledge bases to make the agent’s job easier and expedite call handling time. For the balance of 2025 and beyond, look to AI to support contact center agents, not replace them.  

Contact Center Trend 2: AI as a Recruitment and Training Tool

With the never-ending hiring needs of the typical contact center, AI is becoming an essential recruitment tool for wading through hundreds of job applications. When properly implemented, AI recruiting solutions can help streamline seasonal ramps and the onboarding of new programs. And once agents are hired, training simulation platforms such as Second Nature, can onboard employees in half the time, drastically improving speed to proficiency. Training simulation, particularly for sales programs, means that good potential sales opportunities are not squandered on inexperienced agents. AI training is typically well received by new agents because it makes them less self-conscious when they’re first starting out, learning and making mistakes. As well, training ratings and evaluations are completely objective, effectively eliminating personality bias and favoritism. However, as with any AI solution, training results should be validated with quality assurance human resources. 

Contact Center Trend 3: Customer Analytics

Know-the-customer analytics combined with human resources to skillfully interpret data, provide a one-two punch for gaining insight into customer behavior and identifying trending patterns in the contact center.  Speech and text analytics tools, such as Analyst GPT, can detect keywords, sentiment, and emotional cues to help identify recurring friction points in the customer journey. Historical data to identify long-term trends can be combined with real-time analytics proactively fed to agents as they’re taking customer calls. And predictive analytics can help contact center leaders get ahead of customer needs before they become an issue. However, skilled data analysts need to be asking the right questions in order for investments in data analytics platforms to be fully realized.

Contact Center Trend 4:The Future of Work Is in the Office

While the Covid-19 pandemic proved that we could work from home, the question five years post pandemic is, “Should we work from home?” The answer varies depending on who you talk to. But according to Ryan Strategic Advisory’s 2025 CX Technology and Global Services Survey, which interviewed 819 contact center executives, the message was clear. While enterprises are open to working with contact center outsourcers that operate on a hybrid basis, with agents working remotely part of the time, a significant proportion of contact center leaders want agents to work exclusively onsite. What this means for both outsourced and captive contact centers is that work-from-home privileges for agents are best used as a retention tool for high-performing agents, but not necessarily standard practice. Many contact center operators cite the difficulty of maintaining the right culture, employee engagement, camaraderie and enthusiasm among work-from-home agents as reasons for embracing a return to the office.   

Contact Center Trend 5: Accent Neutralization Platforms Up-End Contact Center Location Strategies

Accent neutralization platforms have significantly and in a transformational way improved to the point where certain accent-heavy workforce locations are being reconsidered for voice work. Platforms such as Sanas.ai accent neutralization software are popular solutions for both contact center employers and employees. Agents tend to think favorably of accent neutralization platforms, reporting that it gives them more confidence. Another advantage of accent neutralization platforms such as Sanas.ai is a noise cancellation feature that filters out background noise – a perfect solution for crowded and noisy call centers. 

After years of isolated AI chat bots, contact center trends for this year are seeing closer integration between AI and human resources, marking a paradigm shift away from headcount replacement to integration that improves and speeds processes. For more information about how Advensus can help support your contact center plans in 2025 and beyond, contact us.