Does your team use microservices?

Architecture Scalability

Yes74%

No19%

Not yet, but we’re planning to5%

We’re undecided (share why in the comments)1%

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Software Engineers often get pegged as the team that says “no” or “that’s impossible”. How do you maintain a strong and trusting relationship with the product team while continuing to reset their expectations?

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Why is your organization currently not utilizing AI in your contact center?

We are currently using AI in our contact center19%

Our data is not easily/fully accessible between departments42%

We use conversational AI for web chats, but not for telephony20%

We just can't justify the investment16%

Other (please comment)1%

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What's the most important friction in deploying Robotic Process Automation (RPA) in your company?

Cost of RPA products25%

Lack of developers who can code RPA applications43%

Amount of customization needed to automate business processes27%

Lack of RPA code maintenance resources4%

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Any tips for establishing a security champions program for the software team? If you’ve done this, did you run into any internal pushback or skepticism?

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