target audience: TECH BUYER Publication date: May 2024 - Document type: IDC Perspective - Doc Document number: # EUR152066024
Contact Center Modernization: Crucial in the Age of Instant Gratification
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Abstract
This IDC Market Perspective discusses the need for modernizing contact centers in today's fast-paced world where customer expectations for instant gratification are high. The integration of advanced technologies, unification/aggregation of data, and advanced AI capabilities — particularly GenAI — hold immense power in transforming customer and employee experience.
"Modernizing contact centers is not just a tech upgrade, but also a strategic move toward creating 'magical' customer experiences in the instant gratification era," said Oru Mohiuddin, senior research manager, IDC's European Contact Center.
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