technology (71%) companies are heavy users of wFO/wEM capabilities, often prioritizing performance consistency and operational oversight. In contrast, telecom (59%), coaching tools-using Al to help agents navigate claims, troubleshoot issues, or manage policyholder questions with confidence. In business services (67%) and retail (49%), By 2027, businesses are likely to add additional Al-based WFO/WEM/QM, after-call interaction summarization and wrap up, and agent coaching.
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