A McKinsey study found that while 77 percent of customer service leaders say their companies have developed digital platforms, only 20 percent of their digital contacts are done unassisted—even as contact center volume continues to grow. That’s a clear indication of the tremendous opportunity to leverage evolving technologies to drive higher return on investment (ROI) at the contact center, especially at a time of agent staff shortages.    

Embarking on the journey of data modernization is akin to setting sail into uncharted waters, where every decision made in the initial phases can chart the course for success or steer towards unforeseen challenges.