2022 September Market Study: Smart Contact Centers

The customer contact function possesses unprecedented importance. It is the method by which companies learn about customer needs, uncover lucrative opportunities, and ultimately deliver stellar experiences. It is a vehicle for transforming from a company that sells products into one that builds relationships.

This value is only attainable, however, if the technology underpinning the function empowers rather than eliminates customer centricity. Sadly, technology of this caliber has long eluded contact center operations. These teams have instead dealt with unintuitive, convoluted, fragmented tools that have driven costs up and customer satisfaction down.

In theory, the emergence of “smart” contact center solutions is the solution to this enduring technology challenge. But which contact center needs are most urgent? Which solutions should you prioritize? How will technology impact the role of agents?

The product of exclusive research, this Market Study has the answers.

Topics include:

• A sobering look at whether contact centers support personalized, omnichannel experiences
• Details on how contact center solutions are actually hurting agent performance and happiness
• Missed opportunities to transform the contact center with AI
• Insight into how leaders can evolve to better support today’s customers and agents
• Top priorities when rethinking your contact center platform