Artificial Intelligence remains the most in-demand solution required by UK contact centre operators this year, according to our exclusive research.
The findings, which show no change at the top compared to the last survey in September 2025, have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on May 6th & 7th in London.
Delegates registering to attend the event are asked which areas they needed to invest in during 2026 and beyond, with 82% looking for AI solutions.
General Call Centre Technology and Agent Coaching & Monitoring were second and third, with a 57% and 54% share of delegate requirements, respectively.
Contact Centre & Customer Services Summit: Most in-demand products & solutions 2026 (Top 10):
- Artificial Intelligence
- Call Centre Tech
- Agent Coaching & Monitoring
- Customer Experience Surveys
- Automated Customer Satisfaction Surveys
- Knowledge Management
- Self Service
- Customer Insight Collection & Analysis
- Training & Development
- Case Management Software
Sarah Beale, Managing Director at Forum Events, said: “It’s clear that AI continues to dominate the agenda for contact centre leaders, but what’s particularly interesting is how it sits alongside more established priorities like agent coaching, core technology and customer insight. This reflects a shift from experimentation to implementation: organisations are looking for practical solutions that can deliver measurable improvements in efficiency and customer experience.
“The data also highlights that AI isn’t being viewed in isolation. Contact centres are taking a more holistic approach, investing across the full ecosystem to ensure new technologies integrate effectively with existing processes and people. Events like the Contact Centre & Customer Services Summit are designed to support exactly that, connecting decision-makers with the partners and insights they need to turn these priorities into action.”
To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.
