2024 Contact Centre Buyer’s Guide

Technology that supports customer and employee experiences of the future — and key questions to ask vendors

Focus on delivering the best experiences every time

Artificial intelligence (AI) continues to transform every area of business, and that power brings new opportunities for growth. It also raises many questions about how and what to deploy to serve your unique goals. While incremental improvements like automation and new digital channels provide quick wins, long-term innovation requires that and more.

The challenge many organisations face is having siloed, fragmented systems and data, which limits innovation and accessibility to all data — all the time. Customers expect personalised experiences and orchestrating those experiences requires insight into all interactions. It’s also what employees need to serve your customers and achieve their goals.

A cloud foundation powered by AI gives you that access to the major capabilities needed to deliver end-to-end experiences at scale.

This guide defines specific capabilities to create the most value for customers, employees and your business on a cloud platform. They’ll give you the foundation and agility to orchestrate experiences now and for emerging markets of the future. This guide also includes an appendix with guidance on key questions to ask vendors about their solutions.


  • Focus on one cloud for endless opportunities
  • Connect digital technologies for consistent experiences
  • Personalise customer journeys with AI
  • Ask vendors the right questions