2021 January Market Study: State of Contact Center Technology

In theory, technology should be helping companies anticipate customer needs, empower agents, and deliver exceptional CX journeys. In practice, it rarely lives up to this potential. Many technology investments actually increase friction and inefficiency.

The consequences of bad technology strategy became particularly clear in 2020, as systems prevented some contact centers from swiftly adapting to the "new normal." With agent and customer standards set to rise in 2021, technology that was underwhelming last year will prove downright debilitating moving forward.

It is time to right the technological ship, and this Market Study will help. Driven by exclusive research, it reveals the most common mistakes and challenges with contact center technology. It then explores how companies will transform their priorities to get ahead.

Topics include:

• 2020 scorecard: How did contact centers handle shakeups like work-from-home and digital engagement?

• Biggest mistakes: Which strategic errors cause technology to do more harm than good?

• Impactful inhibitors: Which challenges are preventing companies from delivering great employee and customer experiences?

• Omnichannel opportunity: Is omnichannel a reality, or is it still just a buzzword?

• Augmenting automation: Are companies succeeding with any of the five key types of automation?

• Future priorities: What are the top goals for contact center initiatives in 2021 and beyond?