Cloud Based Contact Centers in the Age of AI

It is safe to say, in 2024, we have entered the age of AI. With new tools like generative AI powering more intuitive, seamless and personalized experiences, it is clear that this technology has the potential to transform contact center operations.

But, leveraging AI to its fullest capacity and bridging gaps in operations requires a sophisticated, unified CX platform that can effortlessly integrate into your current tech stack. 

With so many leaders unsure of how to proceed in the age of AI, unified systems offer an all-in-one approach that can help ease the transition and offer meaningful benefits in a realistic timeframe. In implementing an intuitive AI platform, organizations can truly enhance experiences and give customers an end-to-end experience that feels connected - because in today’s digital age, customers expect more.

No longer satisfied by transactional support, customers are seeking out experiences that predict their needs and understand their intentions. Further, customers expect a journey that feels seamless and accessible.

To address these evolving needs, contact center leaders are leaning on cloud based platforms that consolidate features and offer a 360-degree view of the customer. According to CCW Digital research, 77% of leaders currently say that they are focused on reducing agent effort and leaving behind disconnected systems and processes. By unifying customer data and insight, organizations are giving agents a line of sight into the customer’s journey and accessing the tools needed to do more for the customer. 

Composable solutions empower organizations to continuously improve operations and expand their capabilities. In the age of AI, innovation is key, so implementing technology that is adaptable at a moment’s notice is essential for evolving the contact center.

This report covers the future of cloud based contact centers in the age of AI. As we see customer expectations continue to rise, it is critical to consider what technology can help support this new reality. Unpacking the key benefits and capabilities of cloud based contact centers in 2024, this report will share the next-steps in shaping the contact center of the future.

Partnering with Genesys, CCW Digital is thrilled to share new insight on next-generation AI technology. This report will share:

• The latest research on emerging CX technology
• Tips for establishing a unified customer experience
• Insight on expectations vs. reality in the age of AI