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Contact Center Modernization: Crucial in the Age of Instant Gratification

Publisher IDC
Published May 07, 2024
Length 5 Pages
SKU # IDC18780631

Description

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.

Table of Contents

5 Pages
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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