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AI investments outpace ROI gains in contact centers, Verint Systems study finds

AI investments outpace ROI gains in contact centers, Verint Systems study finds
Verint study: AI ROI falls short

Verint Systems released new research indicating that many contact centers are experiencing a rise in AI spending without always achieving measurable returns on those investments.

The findings are based on survey responses from more than 6,600 leaders, agents, and consumers. The study highlights a gap between expectations and tangible business outcomes with AI integration within the contact center sector.

Verint Systems previously reported that Securex adopted its Workforce Management solution to improve schedule adherence in its contact center operations. In another case, a leading insurance provider gained an annual $12 million benefit by deploying Verint’s QM Intelligence solution. These earlier results contrast with the new survey’s findings on challenges measuring ROI from AI investments.

This material may contain third-party opinions, none of the data and information on this webpage constitutes investment advice according to our Disclaimer. While we adhere to strict Editorial Integrity, this post may contain references to products from our partners.

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