The leader’s guide to the agentic contact center

Unlock an agentic future

Turn Your Contact Center From a Cost Center into a Strategic Growth Engine

Customer expectations are rising faster than legacy systems can handle. Discover how to orchestrate the future of proactive, AI-powered support that predicts needs, takes action, and scales without limits.

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Leaders face intense pressure from all sides

Leaders are trapped in a decades-old Tension: doing more with less. While 92% of leaders agree the contact center is now a direct driver of revenue, they are still paying a "Friction Tax; a drain on resources caused by fragmented legacy tech that prevents AI from scaling.

81%

of leaders say customer expectations are growing faster than they can keep up.

77%

are being pressured to do more with significantly fewer resources.

75%

of leaders admit their current legacy infrastructure is the primary barrier to AI success.

Why the agentic contact center matters

Closing the experience gap is no longer just a technical challenge, it’s a financial mandate. The move to the agentic contact center is a fundamental shift from "routing" calls to "resolving" them, where AI and humans work together to deliver proactive, predictive, and personalized interactions.

Explore our latest research, based on a survey of nearly 1,100 global leaders, to discover how your contact center can become the experience engine of your business, orchestrating autonomous resolution at scale.

Decommission the chaos and reclaim your ROI

In this comprehensive report, you’ll discover:

The 6 components of the new contact center support model.

A strategic roadmap from proactive outreach that anticipates issues to AI-driven autonomous resolutions and intelligent human escalation.

The evolution of workforce design.

Why staffing models are shifting from volume-driven frontline teams to specialized teams of expert AI Supervisors who manage high-value resolutions.

New performance metrics that measure what matters.

A shift from time-based SLAs (like AHT) to experience-driven outcomes such as quality of resolution, emotional impact, and customer confidence.

Leading brands are building the agentic contact center of tomorrow:

88% of leaders believe AI will handle more than half of all voice interactions by 2028.
87% of leaders envision channel silos disappearing in an AI-augmented world.
86% of leaders expect AI-driven self-service to surpass human-assisted resolution rates.

Ready to build an agentic contact center to futureproof your business?

Zendesk Contact Center backed by the scale of AWS helps you to decommission legacy complexity and unify your tech stack to deliver value immediately; not months into a migration.

Get the global guide to help you understand how to move towards the future with an agentic contact center.

Download the report