What Does the Contact Center Look Like in 2030? The future of operations and supporting functions

Within 60 days of its release, ChatGPT hit 100 million users in 2022, a feat it took TikTok 9 months to achieve. According to Deloitte, “64% of CEOs say they’re facing significant pressure from investors, creditors, and lenders to speed the adoption of generative AI”. This sudden ramp up of genAI, coupled with macro trends such as the hybrid work model are drastically changing the model of work we all are accustomed to.

While chatbots are already playing a role in the contact center, there’s still ambiguity of how organizations apply technology like AI within the operations of both the contact center and IT. In this conversation, Jeroen van Dun, Senior Manager, Product Management at Rocket Software, will discuss:

• The roles of IT and development in support of the contact center and how they change over the next 5 years
• What opportunities this will present for the contact center to drive cost optimizations and a better customer experience
• How organizations can set themselves up for success in 2030 and beyond