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The State of Contact Center Technology

Featuring exclusive research, analyst insights and real-world case studies, this Market Study aims to empower action rather than admiration when it comes to technology.

Instead of reciting market copy about exciting new solutions, it identifies the specific problems that contact centers can solve with new technology. It also explores the factors that risk preventing even the most elaborate, well-intentioned technology investments from driving meaningful results.

Over the course of this report, we’ll review the most urgent contact center objectives, uncover the ripest opportunities for technology, discuss the most inhibitive contact center challenges and address the factors that matter most when considering new tools.

We’ll then dive deep into a variety of use cases, including analytics, security, omnichannel engagement, automation and more.

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