Most CX Operations Will Soon Use AI to Help Agents Better Engage Customers, Frost & Sullivan Study Finds | PR Newswire [Video]

APAC Leads in CX AI-Driven Workforce Engagement Management

, /PRNewswire/ — To overcome a growing skills gap, rising costs and limited resources, two-thirds of customer service operations plan to use artificial intelligence (AI) in their cloud-based Workforce Engagement Management (WEM) applications to help agents better engage customers in the next three to five years, a new global study by Frost & Sullivan indicates.

These findings result from Frost & Sullivan’s 2024 WEM Customer Perspectives global survey, in collaboration with SuccessKPI, of more than 300 contact center operators at commercial and government enterprises. This research gauges market demand for AI-powered WEM technology that impacts the entire customer experience (CX), not only on customer service calls in the contact center but also across all customer experience workforce management motions. 

Only 30% of enterprises believe that WEM features included in CCaaS platforms are best suited for their organizations because, as Frost & Sullivan reported, 70% of organizations have multiple CCaaS platforms …