Leading contact centers have transformed agentic AI potential into bottom-line performance. Here’s how. 

According to our new research surveying hundreds of contact center leaders, today’s most AI-centric organizations are also the most effective and efficient. As a result, they outperform less-mature service organizations across a range of key metrics.  

The contact center leaders falling behind? They cite top challenges as:  

• Integration of technology, systems and tools (72%)  
• Legacy systems (58%)
• Data security and compliance (53%) 

Compared to their low-maturity peers, AI-centric contact centers are:

• 85% more profitable 
• 69% more likely to rate customer experiences good or excellent 
• 60% more likely to rate employee experiences good or excellent
• 23% more likely to deliver personalized experiences 

Read our full report to learn how your contact center can deliver greater value from existing technologies, unleash the potential of human service representatives and deliver personalized experiences at scale.