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The logo for idc analyzes the future with Gartner's 2022 technology trends in Conversational AI.

IDC Report: AI and Cloud Migration are Creating the Contact Center of Tomorrow

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Harnessing the power of AI and cloud technology, agents in the modern contact center are being empowered to operate more efficiently and effectively. This transformation is shaping the competitive landscape and has caught the attention of G
cloud computing

The modern contact center is evolving. More companies are migrating to the cloud and adopting conversational artificial intelligence to future-proof their operations and secure a competitive edge over their peers. In its latest report, “Using AI and Cloud to Empower Agents: The Rise of the Modern Contact Center”, IDC explores how contact centers and contact center as a service (CCaaS) providers are leveraging today’s next-generation AI capabilities to scale operations, empower agents and improve the customer experience.

In this report, you’ll see how cloud-based conversational AI is being used to:

  • Help answer customer questions, scale operations and triage inbound requests
  • Analyze customer conversations and provide real-time and post-conversation insights
  • Automate post-call tasks, such as logging call disposition and other follow-up actions
  • Support today’s increasingly remote, distributed contact center workforce
  • Improve the security and reliability of modern cloud-based CX systems
  • Empower virtual and human agents with the knowledge they need to achieve resolution and provide a great customer experience

Cloud Migration Alone Isn’t Enough

Learn why conversational AI is critical to cloud migration success.

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