How Cloud and AI Are Driving Forward Customer Engagement and Service in Contact Centers

The COVID-19 pandemic has accelerated digital transformation in contact centers, making the use of cloud technology and AI the norm for someand desired future norm for many. As consumer expectations around service continue to change, and contact centers become the digital hub for a company's customer experience, leaders must utilize cloud and AI to make customer interactions and experiences more personalized and meaningful. For those looking to harness this opportunity, the answer lies with the concentrated use of these technologies to amplify customer service and contact center agent performance. This is what leaders must understand about the ways cloud and AI are changing the contact center and how they can identify moments to enable more meaningful customer engagement and enhance the agent experience with new technology. According to recent research from Deloitte Digital, at the end of 2020, only 32% of surveyed organizations were running contact center technologies in the cloud; now, 75% expect to make the move within the next two years.This is important, as cloud technology is particularly critical to contact centers, as it enables more flexible and iterative adjustment of capabilities, scale and processes for leaders, as well as drives momentum across everything in the contact center, from the core telephony platform to interaction recording to workforce management.