Contact Center Modernization: Crucial in the Age of Instant Gratification

This IDC Market Perspective discusses the need for modernizing contact centers in today's fast-paced world where customer expectations for instant gratification are high. The integration of advanced technologies, unification/aggregation of data, and advanced AI capabilities - particularly GenAI - hold immense power in transforming customer and employee experience. "Modernizing contact centers is not just a tech upgrade, but also a strategic move toward creating 'magical' customer experiences in the instant gratification era," said Oru Mohiuddin, senior research manager, IDC's European Contact Center..