New Contact Center Benchmark Report Reveals Automation as Top Priority

Majority of Leaders Are Preparing for an Economic Downturn by Investing in Technology

SAN FRANCISCO, March 28, 2023 /PRNewswire/ -- Replicant, the leader in the Contact Center Automation market, today released a benchmark report on The Impact of Economic Uncertainty on Contact Centers. The research, conducted in partnership with global research and advisory firm Demand Metric, explores how contact centers are planning for and responding to an economic downturn. More than 150 primary contact center decision-makers were surveyed, lending powerful insights into how the industry is leaning on technology, making staffing changes and budgeting strategically to navigate the current landscape.

"Contact Center leaders are under enormous pressure today. They are tasked with improving customer service even while working with flat or declining budgets," says Gadi Shamia, co-founder and chief executive officer of Replicant. "In this environment, more and more companies are turning to Contact Center Automation to help address these challenges. This benchmark survey shows clearly that companies are investing in automation to lower costs and improve efficiency, even while maintaining or improving customer satisfaction."

Click here to read the full press release.