C1 Edge recently conducted research with 270 CX and business leaders responsible for contact centers with 100+ seats regarding their use of cloud and generative AI technologies. The findings reveal that cloud and generative AI are not only being quickly adopted but actually redefining the DNA of customer engagement. Contact centers are rapidly evolving into intelligent experience hubs, powered by automation and real-time data.
This white paper, based on the new research, reveals that leaders are well underway with automating routine tasks, surfacing real-time insights, and enabling proactive, personalized customer engagement across voice, chat, and social media using cloud and generative AI technologies.
The speed at which this is happening is another important finding. It is truly a case where he/she who hesitates may lose.
