You need to be evaluating, QA’ing, and revising your agentic agents just like your human agents.
Key takeaways
The most mature pillar is Strategy. Organizations have their AI plans in place — but few have the technology in place to make it happen, or aren’t yet seeing results.
The least mature pillars are CX channels and automation; real-time intelligence and agent assistance; and reporting, measurement, and value realization.
There is still a broad industry perception of the contact center as a cost center or simple operational support, rather than as a revenue value driver.
Many contact centers are moving toward a hybrid model that integrates human agents with autonomous agentic AI — but don’t have the governance and data to support the move.
There is a real divide between organizations reporting a fully unified journey and those whose systems are disconnected or siloed. Many still struggle to deliver a seamless experience.
Midsize organizations hit the sweet spot. Organizations with more than 5,000 agents report more difficulty with integration and adoption because of their scale.
Thirty-five pages on what 400 contact center leaders told us about strategy, AI, automation, and the agent experience — where the industry is delivering, and where it stalls.