[ICMI] The State of AI in the Contact Center

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Leaders say AI must fix contact center complexity. See what the top performers are doing differently.

When it comes to AI in the contact center, most organizations aren’t starting from scratch; some start from chaos, others start from antiquated systems. Siloed tools, scattered data, and disconnected systems are making it harder for even experienced teams to deliver consistent, connected service.

ICMI’s new State of AI in the Contact Center report reveals what’s holding teams back—and what the most forward-thinking leaders are doing to move ahead. From productivity gains to 24/7 support, see how AI, when done right, can ensure people, tech, and service finally click.

What the data reveals:

• Eliminate complexity through intelligent automation solutions
• Lead the AI investment wave transforming industries
• Amplify agent productivity with human-centered AI enhancement

Maximize AI so service works better for your business.