State of the Contact Center 2025

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.

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State of the Contact Center 2025