Market Study: State of Contact Center Technology

Market Study: State of Contact Center Technology

Is your contact center technology helping or hurting in your quest?

Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape to achieve unprecedented customer contact value.

Topics include:

  • What are the biggest contact center objectives, and what role is technology playing?
  • What are the biggest mistakes when it comes to contact center technology?
  • Are internal power struggles hurting contact center technology?
  • Is automation living up to the hype?
  • Is journey mapping transforming CX?
  • What are the most important factors when investing in new tools?

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