This project examined the evolving role of AI in contact center routing, with a focus on inbound voice, IVR, and intent-based routing across leading CCaaS platforms including Genesys, NICE CXone, and Five9. The research explored how organizations are implementing AI-powered routing in production and navigating platform-specific capabilities and constraints.
The Insights Desk identified and vetted experienced contact center practitioners with hands-on responsibility for implementing, governing, or approving routing changes within the past 12 months. Through 1:1 interviews, experts shared practical insights into AI adoption, routing strategies, governance, quality assurance, and the management of voice automation across multi-platform and BPO environments.
The research provided a clear view of current AI-powered routing practices and the challenges organizations face when scaling voice automation. The findings helped assess the potential role of a neutral, configurable policy layer in enabling consistent governance and supporting the safe, scalable deployment of AI agents across diverse contact center environments.
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A market analysis of the Application Lifecycle Management (ALM) market across global organizations, examining competitive dynamics, purchasing behaviors, and solution preferences across industries including automotive, medical devices, aerospace, industrial manufacturing, and high tech.
A study of IT incident management trends and best practices within leading international companies, focusing on technology and financial-sector organizations with advanced technology and large customer bases, and the operational improvements that follow from adopting industry-leading practices.
A study of transportation management systems and operations across key European markets, exploring how companies evaluate, select, and implement systems for planning, executing, and monitoring freight movements.
