The Impact of Evolving Work Environments on Contact Centre Platform Requirements

The shift to remote work isn’t just a trend; it’s a lasting transformation. For contact centres, this means adapting to a workforce that demands flexibility without compromising effectiveness or security. ESG surveyed over 345 IT and business professionals to find out the top trends in building high-performing and efficient contact centres. Some key insights revealed include:

• A unified platform (UCaaS + CCaaS) is most beneficial for a hybrid workforce

• 54% of respondents reported their org is leveraging AI

• 41% are piloting genAi, with chatbots for customer engagement being the most common use case.