Contact Center Modernization: Crucial in the Age of Instant Gratification
This IDC Market Perspective discusses the need for modernizing contact centers in today's fast-paced world where customer expectations for instant gratification are high. The integration of advanced technologies, unification/aggregation of data, and advanced AI capabilities — particularly GenAI — hold immense power in transforming customer and employee experience. "Modernizing contact centers is not just a tech upgrade, but also a strategic move toward creating 'magical' customer experiences in the instant gratification era," said Oru Mohiuddin, senior research manager, IDC's European Contact Center..
Please Note: Extended description available upon request.
- Executive Snapshot
- 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
- Learn More
- Related Research
- Synopsis
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