A customer messages you on WhatsApp. Later they call. Then they send an email because no one followed up. When someone finally picks up, they’re asked to repeat everything from scratch. That’s what happens in most contact centers still running on disconnected systems.
Webex Contact Center with IPFone brings voice, video, messaging, and customer support into a single cloud platform. It adds omnichannel routing, AI-powered self-service, and real-time analytics, with a team that guides you from the first deployment step to daily operation. You spend less, your customers get more, and you stop juggling vendors.
Why does this matter now?
The global CCaaS market is projected to grow from US$ 8.33 billion in 2026 to US$ 30.15 billion by 2034, at a 17.40% CAGR. Small and mid-sized businesses lead that growth, projected to hold 55.72% of the market in 2026 (Fortune Business Insights, January 2026)¹. That’s the market nearly quadrupling in under a decade, with SMBs driving more than half of it.
Within that landscape, traditional IVR systems still hold the largest functional share. That’s the pre-attendant most businesses use today, and it’s the natural starting point to evolve toward AI-powered conversations.
Looking ahead, Gartner forecasts that by 2028, 70% of customers will start their service journey through a conversational AI interface². Most SMBs aren’t ready for that yet, and the gap between today’s setup and what customers will expect tomorrow is where the real opportunity lives.
“By 2028, 70% of customers will start their service journey through a conversational AI interface” (Gartner)
What does Webex Contact Center with IPFone solve?
- One desktop, every channel. Calls, chat, SMS, email, and social on a single agent view, with unified history. Less app-switching, shorter handle times.
- AI-powered self-service that hands off to people, with full context. Webex Contact Center with IPFone offers 24/7 AI-powered support that switches between virtual and human agents without losing context. Customer history travels with the conversation, so transitions feel natural and your team picks up where the AI left off.
- Real visibility for managers. Live dashboards, quality monitoring, and agent performance tracking, helpful when your team works across offices or from home.
The common thread: every channel, every conversation, and every agent live in one place.
What makes IPFone different?
IPFone is the part that makes it actually work: a phased rollout, a team that knows your operation, and ongoing support after go-live. You start where impact is highest and add modules as the business grows, all under one provider, on a single consolidated invoice.
Want to see how it would fit your operation? Let’s talk. We’ll map how your customers actually reach you and propose a concrete first step, based on how your team actually works.
Sources:
¹ Fortune Business Insights: “Contact Center as a Service (CCaaS) Market Size, Share & Industry Analysis, 2026-2034.” https://www.fortunebusinessinsights.com/contact-center-as-a-service-ccaas-market-104160
² Gartner: “Customer Service AI: Home in on High-ROI Use Cases” https://www.gartner.com/en/articles/customer-service-ai
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Sol Narosky is a journalist and content marketing specialist with over six years of experience covering technology, innovation, and emerging digital trends.
