This Gartner report looks at changes in the contact center ecosystem and the key technology considerations contact center leaders should evaluate and understand.

“Adopt a holistic customer service application suite approach to procuring contact center technology, focusing on how the technology improves connecting with customers, orchestrating engagements, access to knowledge and coordinating resources.”

Appian invites you to download this complimentary report and explore:

  • Why contact centers should focus on process-automation to support increasingly complex scenarios
  • How leveraging and investing in Artificial Intelligence will make improve customer experience (CX)
  • How back office and front office work will be brought together for better customer service

Gartner, The Future of the Contact Center, Simon Harrison, Steve Blood, 25 April 2019.