2021 Genesys Contact Center Buyer's Guide

Trends Driving the Essentials for Modern Customer Experiences


To slow the spread of COVID-19, in-person service became limited or unavailable. Organizations were forced to make rapid changes. The contact center and its customer support channels became a primary way to connect with customers and manage experiences. This fueled the acceleration of several key trends already well underway before the global pandemic hit.

This buying guide explores how these trends are defining the essential capabilities that drive a modern contact center in 2021 and beyond.


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