Organizations that rely on outdated, complex, and inflexible agent desktop applications are putting themselves at a competitive disadvantage at a time when customer service and experience are more important than ever. Organizations with older contact center technology find it more difficult to deliver quality cross-channel service to customers, which can mean the difference between a brand advocate and a vocal dissenter.

In 2015, Pega commissioned Forrester Consulting to evaluate organizations’ current and past contact center technology transformation plans and projects. The goal was to understand the reasons why companies decide to update their agent desktop solutions, and how they choose to do so. This slideshow showcases the key findings from the study.