It’s December and one of the more popular things to write about are trends for the coming year. In the call center space, the reality is no different as there are a number of exciting things happening that can either improve efficiency for the forward-thinking team or give the competition the leg up when leadership thwarts innovation.

For the hosted contact center, the focus will not only continue to be on the benefits the cloud brings to the table, but also the additional developments that continue to position it as a powerful deployment option. Sabio recently listed what it believes are the top 15 customer contact technology trends that will drive customer engagement strategies in the new year. Let’s take a look at a few of their top picks.

The expansion of mobile devices is likely on everyone’s list as this trend has been in effect for quite some time now. What consumers want to see is better integration between the channels so the experience is consistent. Likewise, the hosted contact center delivering the best service will be able to carry the experience from one channel to the next without breaking the connection or asking for additional information. This will be a key focus as companies upgrade key infrastructure platforms.

Those already at this level can then look toward shifting contact center services towards the edge. In doing so, they can leverage innovative smart device technologies such as intelligent apps, fingerprint readers and 4G connectivity to enable new generation edge services. Dedicated applications will be selected according to the value they deliver to the end customers, as well as the efficiency created for the contact center.

The companies that have yet to embrace the cloud will give the hosted contact center another look, especially for those in the large enterprise segment of the market. Those who once clung to legacy investments will consider the flexibility of the hosted model in a whole new light. At the same time, security will be a primary focus on all fronts. Companies are not only searching for the best way to ensure PCI (News - Alert) compliance, but also the best methods for ultimately protecting their networks and their users.

Analytics will be a key focus for all players, especially when the information is captured in real-time. Customer expectations are intensifying and those customer service centers unable or unwilling to keep up will be left behind. Such information will allow leaders to remove barriers to service and hone in on those elements that drive the best outcomes.

Overall, the on-premise and hosted contact center markets will continue to evolve. The most popular implementations will be those that support changing consumer trends. Companies unable to keep pace will lose customers to the more competitive sect and customers will win out in the end. If nothing else, 2015 will be a fun year to watch in the customer service space. If you’re in the customer category, hang on for the ride.