Contact Center Modernization: Crucial in the Age of Instant Gratification

Executive Snapshot

• Figure: Executive Snapshot: Contact Center Modernization — Crucial in the Age of Instant Gratification

Situation Overview

• Contact Centers are About Experience

• GenAI is Becoming a CX Disruptor

• Traditional Workforce Management Needs an Overhaul

• CX is Contingent on a Unified/Integrated Stack

• Desktops are Equivalent to Control Rooms

• Legacy Infrastructure is no Longer Suitable for Contact Centers

Advice for the Technology Buyer

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• Related Research

• Synopsis