2024 Contact centre buyer’s guide.

Download the 2024 contact centre buyer’s guide for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. While immediate benefits come from incremental advances like automation and digital channels, sustained innovation demands more.

Many organisations struggle with the hindrance of siloed systems and fragmented data, restricting innovation and data accessibility. To meet customer expectations for personalised experiences, comprehensive insight into all interactions is essential for both employees and customers in 2024.

A cloud contact centre integrated with AI offers the essential capabilities to deliver scalable end-to-end experiences.

This contact centre buyer’s guide by Genesys outlines specific capabilities crucial for maximising value in customer, employee, and business interactions on a cloud platform.

Download eBook

The future of CX starts here.

During the last few years, businesses have recognised they need to prepare for the unexpected. That need can come at any time, in any shape and last for who knows how long. Those unforeseen changes are now a constant.

Fortunately, making incremental improvements with capabilities like automation, employee empowerment and digital channels have provided quick wins and more. But the long game in innovation goes beyond automation. As technology advances, these capabilities eventually move from differentiators to commodities. What will those differentiators be in five or ten years? And do you have the foundation to respond quickly and effectively?

You don’t need to take two steps back or start from the beginning of your innovation journey. Start right where you are. Start here. This guide defines specific capabilities to create the most value for customers, employees and your business. They’ll give you the foundation and agility to orchestrate experiences for long-term relevancy and resiliency.

Based on interviews with subject matter experts across the industry, as well as findings from our recent research, including “CX Horizons” and “The State of Customer Experience,” we’ve identified five major trends that are accelerating customer and employee experience transformation now and will likely continue in the years ahead.

1.    Data at every customer touchpoint is an opportunity to shape a better journey.

2.    Use artificial intelligence (AI) to get more insight and understanding of customers.

3.    Blend AI technologies to become more agile.

4.    Build the contact centre as a strategic hub of data insights.

5.    Personalise employee experiences with intelligent tools.

The guidance in this ebook will help you successfully navigate these trends.

To read more, download the eBook below.