1、CUSTOMER CONTACT WEEKDIGITALMARKET STUDYJanuary 2023STATE OF CONTACT CENTER TECHNOLOGYCCW San Antonio Presents:2023 JANUARY CCW MARKET STUDY|State of Contact Center Technology2CUSTOMER CONTACT WEEKDIGITAL|CCW San Antonio Presents:State of Contact Center TechnologyWith customer and employee expectati

2、ons soaring,an important question faces todays contact center leaders:is your technology empowering or hindering success?Obviously,the answer should be the former.The very goal of technology is to eliminate inefficiencies and maximize capabilities,ensuring contact center teams can parlay their ingen

3、uity and customer centricity into amazing experiences.It should enable agents to focus intently on connecting with customers,and it should allow customers to enjoy the benefits of those connections.Unfortunately,the latter answer has long been the status quo.Many contact center solutions have been u

4、nderwhelming,if not downright debilitating,and customers and employees have been forced to pay the price.These cumbersome solutions have increased agent effort and created operational silos,leading to experiences that are inefficient,disconnected,and unproductive.Will 2023 be the year in which conta

5、ct centers finally derive positive benefits from their technology investments?It certainly can be.As digital communication and artificial intelligence technology matures,tools for elevating customer and employee journeys are increasingly within reach.Concepts like uncovering actionable customer inte

6、lligence,unifying touch points into a seamless omnichannel experience,and augmenting agent competencies are all realistic.Historical precedent,nonetheless,gives reason for pause.Contact centers have long invested in the wrong technology,followed the wrong implementation protocol,and squandered oppor