Market Study: State of Technology and AI in Contact Centers

Insights, Trends and Evaluation of Technologies and AI Solutions Used by Contact Centers

According to research conducted by CCW Digital, contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers.

The latest Market Study explores how to rethink the technology landscape to achieve unprecedented customer contact value. With current industry stats, analyst recommendations and real-world case studies, this research will help make technology an asset rather than a liability.

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?

Download your complimentary copy of the CCW Digital Market Study and get insights into the state of technology used in Contact Centers.

Access the Whitepaper