The State Of Contact Center Technology

Can it mitigate the impact of change? Can it drive unlock new efficiencies? Can it generate unprecedented value?

Always relevant when evaluating contact center technology, these three questions took center stage amid the events of 2020. The best technology would have helped companies smoothly transition to remote work and digital-first communication. It also would have helped companies elevate their experiences — and reduce agent and customer effort — even in the face of such uncertainty.

Not all companies reaped these rewards. Their ineffective technology exacerbated the difficulty of adapting to the new contact center normal. It added friction to customer and agent experiences, while ultimately thwarting companies’ ability to achieve business continuity. With customer and agent standards set to rise in 2021, technology that proved underwhelming last year will prove immensely debilitating moving forward.

It is time to right the technological ship. It is time to turn contact center solutions into a source of strength rather than weakness. This Market Study will provide the necessary guidance. Guided by exclusive research, the study begins by exploring how companies responded to the events of 2020. It subsequently uncovers the biggest contact center technology mistakes and challenges, before providing insight into how companies plan to reprioritize their investments moving forward.

Not simply a collection of statistics, the Market Study also includes a “Practicality Guide” rich with proven steps for achieving unprecedented customer centricity and operational efficiency.