State of contact centers 2018


Contact centers are the first line of contact between most businesses and their customers. They play a vital role in influencing customer experience.

In their quest to constantly raise the bar on customer experience, businesses are investing more in contact centers, both in terms of people and technology. Emerging technologies like AI are changing the very face of contact centers and the potential they hold in understanding and engaging with customers. Customers, in turn, are more demanding today than ever. To stay relevant, companies need to adopt these technologies faster and find more ways to connect with their customers to provide them with a more personalized and seamless experience across all channels.

This study aims to understand the state of contact centers today and the direction in which they are poised to move in the future. We surveyed senior executives responsible for contact center operations across regions to gain insight.

Please download to know what they had to say.


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