ISG Provider Lens™ Focal Points - Contact Center Customer Experience Services - U.S. 2024

How to Get the Most Value From Contact Center Customer Experience Services — U.S.

Enterprises have seen all of the good things AI can do, and their expectations are high that GenAI can do even more. But the hype may be rushing GenAI solutions without ensuring full compliance. Distinguished Lead Analyst Kenn Walters, author of ISG’s Provider Lens report Contact Center Customer Experience Services — U.S., emphasizes the importance of a customized solution. “Enterprises can’t pull a box off a shelf anymore to find a solution,” he says. Providers and enterprises must go over everything a CCCX touches. Fortunately, providers are willing to work with ents to customize solutions and make sure security and compliance are intact.