Research Report

The Evolving Role of the Contact Center: Putting AI and Data at the Heart of CX Delivery

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Verint partnered with Five9 to investigate how shifting consumer habits and trends should impact how and where top brands look to engage their customers.

In recent years the focus of the contact center has moved away from telephony-led interactions to an omnichannel approach. Our research found that to handle the ever-increasing number of engagement channels companies must embrace CX automation and extract maximum value from customer engagement data to thrive.

The report looks at:

  • How to tackle the most pressing CX challenges facing the contact center
  • Maximizing contact center efficiency through AI and analytics
  • The negative impact of siloed customer engagement data
Download the report now to dig into these key insights.

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