Table of Content

Research Objectives and Methodology
An Integrated Approach Provides a 360-Degree Perspective
Research Objectives and Methodology
Respondent Profile
Key Findings and Strategic Imperatives
Key Findings
CX Strategic Imperatives
CX Strategic Imperatives (continued)
Investment Priorities & Critical Decision-Making Factors
Call Deflection is a Top Priority but Voice Still Reigns
Contact Center Leaders are Getting a “Seat” at the Table
Customer Retention is a Top CX Priority
Adapting to New Channels, Processes, and Applications is Tough
Re-evaluating the Optimal Hybrid Workforce Calculation
Critical Decision-Making Factors
Vertical Highlights
Benefits of AI Infusion for Agent Optimization and Self-Service
Agent Optimization Critical for Revenue Growth
Self-Service Grows, but AI Needs Some Tweaking
AI Investments Across the Contact Center Solution Suite
Generative AI—Hype or Reality?
Seamless Customer Journeys Collaboration
Omnichannel Customer Journey Lags Customer Demands
Benefits of Tightly Integrating UCaaS and CCaaS
Appendix
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
Best Practices Recognition
Best Practices Recognition
Next Steps
Benefits and Impacts of Growth Opportunities
Next Steps
Take the Next Step
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