2024 Contact centre buyer’s guide

Defining the tech that supports winning customer and employee experiences — and the trends driving adoption

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.

2024 Contact centre buyer's guide preview:

Use our recommendations to help you:

  • Focus on capabilities with long-term benefits
  • Make choices using knowledge of industry trends
  • Ask relevant questions of technology providers
  • Use AI and automation to their full potential