2023 contact centre buyer’s guide.

Download the contact centre buyer’s guide by Connect to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.

Understand the specific capabilities you need to create value for your employees, customers and business. Grounded in research this guide outlines these specific capabilities; technology that will enable enhanced employee experience, the advancement of innovation in automated business processes, sophisticated analytics, and the utilisation of AI for orchestrating operations.

Customer expectations are rising faster than organisations can keep up with them. And employees have more choices than ever before about where — and how — they work. Against a backdrop of increasing economic uncertainty and the need to prove ROI, customer experience (CX) leaders need clear focus to stay on track and ahead of the competition.

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In 2023, technology and employee experience will play elevated roles in redefining the industry. The growth of innovation in automated business processes, advanced analytics and artificial intelligence (AI)-powered orchestration will reshape the customer experience. Together they’re transformative. And they offer unprecedented simplicity, efficiency and agility.

Based on the latest research, this guide defines the specific capabilities you need to create value for customers, employees and your business in 2023 — and for long-term relevancy and resiliency.

42% of executives worldwide say a top goal for measuring the customer experience is to identify opportunities for product improvements or innovation.

Beyond NPS: CX measurement reimagined

Experience orchestration.

Make every experience as efficient as possible by coordinating every step of every interaction on a single platform. Using automation gives you real-time data about customers and agents — guiding decisions so you’re proactive and act when it matters.

Digital empowerment.

Continually connect all your customer data, aligning your technology and data strategy around customer journeys. This paves the way for personalization, realtime insight and journey management — increase engagement without increasing headcount.

To read more, download the eBook below.