2022 January: Market Study: State of Contact Center Technology

Does your technology help or hurt your ability to deliver amazing experiences for customers?

In theory, this should not even be a question – technology is absolutely supposed to empower the contact center function. In practice, its value is anything but a given. Contact center leaders and agents have long struggled with slow, unintuitive, fragmented systems that make the idea of delivering an efficient experience, let alone a personalized one, all but impossible.

Encouragingly, contact center technology is getting better. There are, however, still challenges to overcome and opportunities to seize. Driven by exclusive research, this market study reveals state of the technology landscape – and the ways contact centers can use innovative tools and strategies to take their customer and agent experiences to new heights. Topics include:

• Trends that contact center leaders feel most, and least, confident about tackling in 2022
• Top 5 priorities for contact center technology in 2022
• The solutions that matter – and the ones that are pure marketing hype
• Alarming statistics about the impact of contact center technology on agent effort
• Crucial steps to prepare agents for the rise of artificial intelligence