Executive Summary

Automation has emerged as one of the hot topics for the contact center industry in 2020. Ironically, the contact center industry was in fact a pioneer in the use of automation in that the first call routing system, the Automatic Call Distributor (ACD), was delivered to the industry in 1973. The ACD replaced manual call routing and automated the distribution of customer calls to call center agents in the early days of the industry
Today, automation in the contact center has taken on a new meaning. Driven primarily by sophisticated applications that allow complex tasks to be completed quickly and with minimal effort by the user, automation has become a vital tool in optimizing both the customer experience and the employee experience.

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