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Reports Library

The US Customer Experience Decision-Makers’ Guide (Sponsored by Cresta)

The "US Customer Experience Decision-Makers' Guide (2023-24 – 6th edition)," a pivotal annual report dissecting the CX strategy, performance, operations, and technology landscape of organizations in the United States. This report is the result of extensive research, where 187 senior CX and customer contact professionals participated in a detailed structured questionnaire between June and August 2023. Their responses form the backbone of this authoritative study, providing valuable insights into the industry's pulse.

Cresta Named a Strong Performer in The Forrester Wave™: Conversational Intelligence for Customer Service, Q3 2023

Cresta has been named a Strong Performer in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023 report, which evaluates 11 vendors across 32 criteria of CICS providers. Download your complimentary copy of the report today.

The Inner Circle Guide to Next-Generation Customer Contact (Sponsored by Cresta)

“The Inner Circle Guide to Next-Generation Customer Contact” is a contact center and CX research report based on surveys with over 400 UK & US organizations and 1,000 customers from each country. Download the report to learn more.

Sales Effectiveness in Revenue-Generating Contact Centers

Cresta surveyed 300 sales and service-to-sales leaders to understand how they are navigating these industry-wide changes, adopting new best practices, and preparing for the future.

The Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC), 2022

This report covers 14 major providers in this market and reports specifically on their conversational AI offerings as well as some overall trends Aragon sees in 2023 and beyond.

CCW Market Study: Smart Contact Centers

Which contact center needs are most urgent? Which solutions should you prioritize? How will technology impact the role of agents? This market study has the answers!

Hot Vendors in AI for the Contact Center, 2022

Retailers must rethink their contact center strategy to support the new normal of omnichannel selling by incorporating new technologies. Listen to the webinar to learn more.

Cresta Insights Report: Reducing Ramp Time & Agent Attrition In Contact Centers

How Real-Time Coaching Reduces Agent Attrition, Increases Productivity, and Improves CX. High agent...

Agent Assist as a Service for Contact Centers: Real-Time Coaching Is Just the Beginning

See why Aragon Research is calling Agent Assistance the next frontier of the intelligent contact center, and how to get started with this technology.

The ROI of Real-Time Agent Guidance

Aberdeen Strategy & Research highlights how AI helps align agent performance with customer expectations.