State of the contact center 2025

Embracing an Ai-powered customer experience

Contact centers can’t afford to fall behind with Ai—and you don’t need a mature toolbox to start. In State of the Contact Center 2025: Embracing an Ai-powered Customer Experience, Dialpad presents survey findings from 500+ agents and supervisors, 52% of which are already using Ai-driven call summaries to directly improve customer satisfaction.

You’ll learn how to:

• Navigate the human-Ai spectrum to maintain empathy without sacrificing efficiency.
• Break your “hourglass org” bottleneck by targeting high-impact processes with Ai.
• Become Ai literate—95% of agents already use Ai, but only 40% use it optimally.

This is your roadmap to higher CSAT, leaner operations, and a future-ready contact center.