Cloud Enables AI to Raise CX to New Heights

Frost & Sullivan's 2022 IT Decision-Maker Survey reveals that among the most crucial corporate goals, the top 3 focus on customers. With rising costs sweeping the world, it is surprising to see cost-related goals fall in prominence. Enriching customer experience (CX), improving brand equity, and promoting digital commerce are cited as the top 3 objectives for 2022, moving the contact center, often seen as a cost center, to the front and center of business growth. Another big surprise is the rise of attracting and retaining talent from the bottom corporate goal to number 4. In an industry where agent turnover has long been an issue, companies now have an opportunity to turn the tide by adopting the latest contact center technologies that support and empower agents. The contact center is now a multifaceted hub of CX management that fulfills a broad range of business functions, including customer service, technical support, marketing, and sales.