Customer Contact Week
Market Study:
State of Contact
Center Technology



From November 2019-January 2020, CCW Digital surveyed over 300 contact center, marketing, customer experience, information technology, operations and C-suite professionals. This market study identifies the specific problems that contact centers can solve with new technology. It also explores the factors that risk preventing even the most elaborate, well-intentioned technology investments from driving meaningful results.

Read this market study from Customer Contact Week to learn:

  • The top contact center objectives for the next few years
  • Where technology can make an impact
  • Challenges facing contact center/cx functions
  • Top priorities for contact center technology or initiatives