The Innovator’s Guide to the Digital-first Contact Center

Research confirms that Generation Z and Millennials have a clear preference towards digital. They predominantly use next generation digital channels when communicating at a personal level, and increasingly when interacting with companies.

It’s therefore no surprise that companies are starting to invest in supporting digital channels. This includes both agent-assisted and self-service next gen digital channels such as chat bots, interaction automation and self-service solutions powered by artificial intelligence with the highest growth expected in the areas of messaging and artificial intelligence (AI) driven self-service. This ebook will guide businesses to provide the best-in-class digital experience.