Our deep understanding of contact center realities, market dynamics, and the service landscape can help your organization tackle rising expectations, cost pressures, and staffing challenges head-on. By delivering intuitive tools, processes, and technologies, we help you shape great experiences for your human agents that empower strong performance—driving better outcomes for customers.
Powering your human agents for impact
As service channels multiply and customer expectations rise, contact center professionals have emerged as critical levers for performance. For today’s contact centers, an opportunity lies in empowering human agents—while keeping operations efficient and meeting demand for faster, smarter support.
Boost agent productivity
Intuitive tools, standardized processes, and advanced technologies—including Generative AI (GenAI) and agentic AI —give human agents richer context and streamlined workflows to resolve issues faster and more accurately.
Improve customer experience
Enhanced self-service solutions and autonomous AI agents empower customers to resolve issues independently, enabling easier, faster, and more personalized interactions across all service channels.
Reduce costs and complexity
Retiring legacy tech debt and adopting modern AI-powered agent desktops streamlines operations, accelerates agent proficiency, and lowers overall cost to serve, unlocking efficiencies across the contact center.
Great agent experience, great outcomes
Service excellence and operational efficiency have emerged as twin imperatives for contact center leaders.1 Delivering on both starts with supporting the agents at the center of it all. Yet as service interactions grow more complex and channels expand, so does the demand placed on human agents. Nearly seven in 10 agents say that balancing speed and quality is difficult² — which is taking a toll on both agent retention and on customer experience.
We can help simplify and strengthen the contact center agent experience through integrated solutions, standardized processes, and intuitive workflows. Our agentic AI technology and scalable, adaptive platforms support continuous performance improvement and enable faster resolutions, greater consistency, and the kind of service that instills lasting customer loyalty.
360° view of the customer
Great service begins with full context. Deloitte Digital designs integrated agent desktop solutions that provide a complete view of the customer—combining historical marketing and sales and service data with conversation summaries, purchase history, and real-time insights. With knowledge tools and AI-enhanced guidance like next-best actions, agents are equipped to deliver faster, more personalized service. This reduces operational friction, builds agent confidence, and makes customers feel known and valued.
Satisfied agents, higher productivity
With 63% of contact centers citing staffing gaps³, efficiency isn’t just about managing cost—it’s about retaining valuable talent. We help optimize workflows by integrating GenAI, standardizing processes, and improving information architecture for easier access. From automating routine tasks to providing live conversation summaries and tailored recommendations, our targeted solutions significantly improve productivity and boost agent satisfaction.
Agentic AI as a teammate
In modern contact centers, not every agent must be human. Agentic AI—autonomous agents powered by advanced language models—can handle various tasks, interact with customers, and support human agents in real time. Think of them as teammates with clearly defined roles. While this technology is rapidly evolving, Deloitte Digital can help you understand when to use AI agents, how to design them, and how to get the most of them. We bring deep knowledge in AI technology, conversational UX design, and industry-specific best practices to create intelligent, adaptable agents that keep learning and improving.
Future-ready platforms
Outdated systems can bog down service and limit your agility. We can help you strategically retire legacy technology and transition to cloud-based platforms that simplify operations and scale with your needs. These modern systems unlock capabilities like real-time transcription, automated conversation analysis, and multimodal interactions. With a flexible foundation, your contact center can move faster, serve smarter, and stay ahead as customer expectations and technologies continue to evolve.
Our capabilities for your transformation
We have what it takes to create great field service experiences.
Agent Advantage™ for Salesforce
Integrating AI agents into your teams
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Use case
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Reimagine service experience
Deloitte Digital’s AI-powered TrueServe™ solution for contact centers
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Pre-built assets and solutions
Our easy-to-implement assets solve specific industry and functional area needs
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Unlocking value with Agentforce Service Agent
How are innovators improving service outcomes?
Three approaches to integrating GenAI into experience management
1. Deloitte Digital. A new era of contact center transformation, 2024, https://www.deloittedigital.com/us/en/insights/research/contact-center-survey.html, accessed May 6, 2025.
2. Salesforce. Sixth Edition State of Service Report, 2024, https://www.salesforce.com/content/dam/web/en_us/www/documents/e-books/service/sixth-edition-state-of-service.pdf, accessed May 6, 2025.
3. Deloitte. Global Contact Center Survey, Survey Findings—Global Themes, 2023, https://www2.deloitte.com/content/dam/Deloitte/us/Documents/process-and-operations/us-consulting-trends-and-ai-in-contact-center.pdf, accessed May 6, 2025.
