Generative AI can be a powerful catalyst for change in the contact center. Discover ways to use it to help overcome any limitations in your existing contact center as a service (CCaaS) solution—and transform your center into an high-performing, high-impact customer experience (CX) engine.

Read A Recipe for Resilience in the Contact Center to get insights from a recent survey of global contact center decision-makers. This 2024 Forrester Consulting paper commissioned by Microsoft, can help you:

• Identify and overcome common CCaaS challenges: Learn the root causes that prevent many existing CCaaS implementations from reaching their goals and how to address them.
• Elevate CX and operational efficiency with generative AI: Explore strategies for reducing costs by using generative AI and automation to support quicker, more accurate customer interactions across channels.
• Outline actions to optimize your CCaaS foundation: Prepare for future success with an AI-powered CCaaS platform that has a flexible infrastructure, robust security, and strong knowledge management.