Verint

78% of organizations said AI used in agent evaluation and performance management made their human agents better at the job. We surveyed 602 contact center leaders on where AI is actually delivering. Inside the State of Contact Center AI 2026 report you'll find: • Why 82% of organizations are increasing spend on quality and speech & text AI • Why 94% see value in additional AI-powered supervisor tools • What it actually takes to move from cost center to value center 👉 Download the full report now

The question isn't "do we need more AI?" It's "where does AI improve supervisor productivity, not just your agent efficiency?" 94% of organizations see value in additional AI-powered tools for supervisor support. Only 4% rule it out. We surveyed 602 contact center leaders on where AI is delivering and where it's falling short. Inside the State of Contact Center AI 2026 report you'll find: • The AI use case that produced the biggest agent performance lift • Why less than half say AI has significantly reduced routine work • What it takes to operationalize AI, not just deploy it 👉 Download the full report now

Feel like your contact center quality program is lagging behind? Don't feel too bad – 43% aren't using quality management at all. But that doesn't mean your competitors are twiddling their thumbs. 82% of contact center leaders are increasing spend on quality and speech & text AI in 2026. And the investment comes as no surprise: 78% of organizations say AI in evaluation and performance management has made agents better at their jobs. For more on what's working in quality and AI – and what isn't – download the full report 👉

Life happens. Can your workforce plans keep up? We asked 1,000 contact center agents how they see their role and found: 🤖 61% of agents expect their roles to become more complex with AI 📞 54% of calls still require after-call work that could be automated 💼 9 in 10 agents say flexibility is critical when choosing where to work If you want to turn your workforce management into workforce excellence, you must operate at the speed of life. Download the report to learn how to strengthen the agent-AI relationship to unlock better business outcomes—now.

Workforce plans can fall behind the moment life happens — and basic WFM solutions fall behind fastest. We surveyed 1,000 contact center agents to understand what's changing and why traditional approaches struggle to keep up: 🤖 61% of agents expect their roles to become more complex with AI 📞 54% of calls still require after-call work that could be automated 💼 9 in 10 agents say flexibility is critical when choosing where to work It's time to operate at the speed of life with proven, industry-leading AI-driven insights. Download the report to learn how to strengthen the agent-AI relationship, turn workforce management into workforce excellence, and unlock better business outcomes — now.

Workforce plans can fall behind the moment life happens. We surveyed 1,000 contact center agents to understand what’s changing and why traditional approaches struggle to keep up: 🤖 61% of agents expect their roles to become more complex with AI 📞 54% of calls still require after-call work that could be automated 💼 9 in 10 agents say flexibility is critical when choosing where to work It's time to operate at the speed of life with AI-driven insights. Download the report to learn how to strengthen the agent-AI relationship, turn workforce management into workforce excellence, and unlock better business outcomes - now.