Business and technology leaders at companies large and small, across multiple industries, have identified customer satisfaction as a top business priority. In the contact center, they’re significantly more focused on ensuring customer satisfaction than they are about achieving agent productivity. In order to achieve solid success metrics, they need a well-defined customer experience (CX) strategy backed by an innovative technology partner.

This report will discuss details around the aforementioned technology trends, backed by data from Metrigy research studies.