Analyst research report

Market Trends: Contact Centre Innovations Promise Better Customer Experience

Delivering great customer experience builds brand loyalty, and artificial intelligence (AI)-enabled innovations are the root of customer experience improvements.

In its 2020 Customer Experience Innovation survey, Gartner outlines the importance of adopting contact centre solutions that support cloud-based virtual assistants, offer multichannel customer engagement and provide robust analytics.

Download the full Gartner report to get market insights and recommendations on how to:

  • Improve multichannel customer interactions
  • Establish key performance metrics within customer journey stages
  • Capture and analyse data across the entire journey

Gartner, Market Trends: Contact Center Innovations Promise Better Customer Experience, 30 October 2020, Daniel O’Connell, Megan Fernandez
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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