TECH SUPPLIER Mar 2020 - IDC Survey Spotlight - Doc # US46149120

Industry Adoption of AI in Contact Centers: Current and Planned

By: David WallaceResearch Director, Customer Intelligence and Analytics


This IDC Survey Spotlight depicts adoption of analytics and AI technologies in contact centers through an industry lens. Seven industry sectors are shown with both current use and planned future use of three analytics and AI technologies: customer journey analytics, predictive behavioral routing, and AI/cognitive computing. Contact center leaders and technology executives can use this Survey Spotlight to benchmark their firm's adoption level of contact center analytics and AI technologies with overall adoption levels in their own industry and other industries of interest.

IDC's Global Contact Center Metric Survey was conducted in February 2020 and surveyed 400 contact center leaders in North America, EMEA, and Asia/Pacific. The overall survey was used to benchmark contact center work streams and transition to cloud-based solutions, statistics, agent volumes, channels, and anticipated changes for in-house and outsourced contact centers by industry. This survey is a refresh of a survey conducted in February 2018 and will be used for comparative results in upcoming documents.


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