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Global Contact Center Survey 2020

Find out what's on the minds of contact center decision makers.

Key findings from the survey

The Cisco Contact Center Survey was conducted online by market research firm Dynata. The survey included 700 contact center decision makers from seven countries, across more than 10 industries.


62% plan to implement a cloud contact center within the next 18 months


Over 80% consider bots and AI robotic automation to be an important function of the contact center


93% agree that technology is very important in creating a better customer experience


70% view security policy management/enforcement and customer data privacy as their two top challenges

Cisco Contact Center Webinar Series

Gain insights on the latest industry trends in cloud, AI, and customer experience.

The future of customer experience: Five predictions

See how customer experience is evolving and the critical role that contact centers play in creating competitive differentiation.

A path to the cloud for large enterprises

Large contact centers face unique challenges when transitioning to the cloud. Cisco developed a solution to meet their needs.

Best practices for moving to the cloud

Interested in moving your contact center to the cloud? Learn practical tips for creating the least disruptive path.

Take the next step

Enjoyed reading our survey? Learn more about how artificial intelligence is used in the contact center.