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Contact Centre Technology

The State of the Contact Centre in 2021

10 min read Download White Paper
Author Business Systems UK
Category Contact Centre Optimisation

The pandemic has accelerated digital transformation across the business world.

Contact centres in particular have had to adjust and become more agile in their operations.

In order to find out more, download the recent survey on ‘The State of Contact Centres in 2021’

This report has uncovered many insights, one of them being that 3-in-4 contact centres have moved to the Cloud.  

This report covers the following topics:

  • Accelerated Cloud Migration: How the pandemic has accelerated cloud adoption
  • Making AI & ML Practical: How cloud-powered contact centres are making artificial intelligence, machine learning and predictive analytics more practical and achievable
  • Strategic Advantage in the Cloud: How the cloud is helping contact centres enhance both customer experience and agent engagement to drive strategic advantage
  • Barriers to Success: Key limitations keeping contact centres from entering the Cloud-Smart Era

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