Contact Center AI - 2020 Survey Report

In 2020, we sent out a survey to contact center professionals to discover their problems and desires. The purpose was to understand where industry is heading and how to design a Contact-Center-as-a-Service (CCaaS) platform for digital and mobile natives.

The survey responses showed that while businesses are seeing artificial intelligence (AI) increase productivity, lower costs, and impact the bottom line, there are still questions about the technology, concerns about its long term effect on the workforce, and discussions about the most practical applications that can have an impact today.

This report details the findings and perspectives from more than 300 contact center operators who responded, on how and where they are planning to invest in AI to better customer experience, agent experience, and business outcomes in 2021 and beyond.

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