In 2021 Forrester recommends the following call center technologies to invest in that create high business value. What would you prioritize first?

Conversational AI33%

Digital Adoption Platforms (DAPs)23%

Field Service13%

Interaction Analytics10%

Messaging5%

Proactive Outbound2%

Robotic Process Automation (RPA)9%

Other/Comment Below1%

No vote - I just want to see the results.4%

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762 views3 Upvotes1 Comment

Director of Technology Strategy in Services (non-Government), 2 - 10 employees

Other: Voice of customer monitoring. This will give the most obvious view of what pain points should be resolved.

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How often are you now using AI tools to increase your productivity? Never? Every day? And what tools would you recommend and why?

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After they see the results of remote working, do you think some companies in your country will start going remote even after COVID-19 crisis?

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No13%

Unsure3%

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Successful74%

Neither23%

Unsuccessful2%

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