Contact centers are not quite as "central" as they used to be. The old cliche of a big room full of representatives handling phone calls is starting to come apart, thanks to technological developments and to the critical need for new sources of labor.

Speech is natural so voice to text will have developed, mobile use will grow and grow, voice recognition will have become more readily available and ultimately it can be more secure than online authorizations. Speech technology will be used more and more to deliver personalized, multi-modal, mobile applications.