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2022 Benchmark Report: Automation in the Contact Center

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2022 Benchmark Report: Automation in the Contact Center

One of the leaders in Contact Center Automation, Replicant, and a global research firm, Demand Metric, have partnered to explore how contact center leaders perceive the value of automation, the extent to which they are already implementing it, and their plans for leveraging automation in the future. As a result of this partnership, Replicant recently released the 2022 Benchmark Report: Automation in the Contact Center, which shares insights from more than 300 US-based contact center leaders.

Table of Contents

  • Key Findings 4
  • Priorities, Challenges, and Channels 12
  • Automation Adoption 17
  • Investments & Results 29
  • Action Plan 38
  • Methodology 42

This survey was administered online from June 29th, 2022, until July 7th, 2022. During this period, 372 responses were collected, and 305 were qualified and complete enough for inclusion in the analysis. Only valid or correlated findings are shared in the report. The report includes automation trends, priorities, and strategies from leading middle-market and enterprise contact centers.

To download the full report, visit here.