According to Dimension Data’s recent Contact Center benchmarking report, digital channels (email, web chat, social media, SMS text, video chat), which currently account for roughly 35% of contact centers’ total interactions, are expected to overtake voice within the next two years. The catalyst?—the widespread adoption of Internet-connected mobile devices. Consider the following: by 2018, Cisco predicts that the number of mobile devices used by consumers will grow close to 8 billion.