2024 Contact Center Buyers Guide

What's in the Guide?

• Focus on Experiences and Drive Success

  Delivering connected, personalized experiences has become increasingly difficult and complex, and it’s growing harder as AI extends its power to all areas of business. The challenge organizations face is that they often have siloed, fragmented systems and data. And if you rely on a premises-based system, innovation is slow, limited and inaccessible. Great experiences happen when an experience is contextual, personal and fast.

• The Cloud – A Single Platform for Endless Possibilities

  Every touchpoint is an opportunity. It’s possible to capture them when you bring together different data sources to get a complete view of your customer in real-time, across all your critical business applications.

• Voice, Digital and Workforce Engagement

  Consumers’ increased adoption of digital technology has created a sense of urgency to ensure they’re supported on more channels. While this might serve an urgent need, it’s only the start of true transformation. Without a cohesive, connected strategy, you’ll still have limited insights into the bigger picture of customer and employee engagement and how to act on them.

• Artificial Intelligence

  The value of AI is in the wide range of capabilities it enables that support innovation, including conversational AI services with generative AI for automation with a human touch. Predictive AI equips businesses with deeper customer insights for personalization and accurate forecasts to improve workforce planning. And because implementation and maintenance is simplified, AI reduces overall costs and complexity.

• Trust and Security

  As you deploy AI tools, your top concern should be your customers’ data and privacy. Establishing trust is vital in ensuring that customers have confidence in AI systems to operate reliably, accurately and ethically. When customers see the benefits of sharing their data in the form of more personalized experiences, it will build trust and loyalty. This also makes it unappealing for them to switch to brands that don’t use their data to personalize experiences.

• Key Questions

  We have built a list of 30+ questions to ask vendors, and what to look for in their responses. The questions relate to the following areas: The Cloud, Digital, AI (conversational, predictive), and Trust and transparency.