Insights / Research Report / Impact of Evolving Work Environments on Contact Center Platform Requirements
June 27, 2024

Impact of Evolving Work Environments on Contact Center Platform Requirements

Brian McKenna
Senior Analyst, Business Applications & EMEA Analyst Services Director

Bill Lundell

Corey DeFreese

Market Topics

Customer Experience End-user Computing Unified Communications & Collaboration

The aftereffects of the pandemic have continued to disrupt contact centers, where staffing shortages and skill gaps make it difficult to manage customer interactions across channels. To address these challenges, organizations are increasingly turning to cloud-based solutions like contact center-as-a-service (CCaaS) and unified communication-as-a-service (UCaaS). These platforms can connect agents with internal specialists for faster issue resolution and empower them with AI tools to improve efficiency. For busy agents, AI can become a powerful assistant, enabling quick access to knowledgebases for answering customer questions, suggesting response wording for optimal service, and ensuring interactions meet established KPIs.

To gain further insight into these trends, TechTarget’s Enterprise Strategy Group surveyed 347 IT and business professionals at organizations in North America (US and Canada) responsible for or involved with contact center technology and processes.

The research assessed the current state and maturity of contact center technology, how it is deployed, the structure of contact center buying teams, and the prioritization of artificial intelligence within contact center strategies. Key areas of investigation included the biggest challenges contact centers face, such as security and privacy, integration, customer retention rates, and maintaining agent performance and productivity.

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