Puzzel Releases New 2026 State of Contact Centres Findings

Puzzel State of the Contact Centre Report Box

Puzzel has published results from its latest State of Contact Centres survey, outlining the main trends, challenges, and priorities shaping customer service in 2026.

The study draws on responses from 1,505 CX leaders and contact centre professionals across the UK, Netherlands, Norway, Sweden, and Denmark, and highlights how organisations are approaching technology, AI, and workforce support as customer expectations continue to rise.

Key Findings From The Survey

The results point to three broad areas of focus: simplifying technology, expanding the use of AI, and improving support for frontline teams.

Technology consolidation is now a priority for most organisations. Almost all CX leaders (94%) say that reducing the number of systems they use is important for improving performance and controlling costs.

Many contact centres currently rely on multiple platforms, which adds complexity and makes it harder to manage data and workflows.

AI adoption is widespread, but confidence levels differ. While 85% of respondents say they are ready to implement AI, only around one third feel fully prepared to do so.

This suggests that many organisations are still building the skills, processes, and governance needed to use AI effectively.

The impact of AI is starting to be measured more consistently. More than four in five respondents (83%) rate their AI-powered self-service tools as effective.

Around 39% report faster issue resolution, while 30% have seen improvements in productivity and customer or agent satisfaction.

Support tools for agents are becoming more central. Almost all leaders (91%) expect AI copilots to be essential within the next two years.

These tools are designed to help agents find information more quickly, reduce manual work, and focus more on customer conversations.

AI is also being used more widely to analyse customer interactions. 78% of respondents now use AI to review conversations, providing insight into customer sentiment, emerging issues, and opportunities to improve service.

Together, the findings indicate that many organisations are looking to simplify their technology environments, automate routine tasks, and invest in tools that support employees.

“The message from CX leaders is unmistakable,” said Frederic Laziou, CEO at Puzzel. “This year, they’re choosing clarity over complexity by embracing AI, consolidating tools, and strengthening support for their teams.

Together, these shifts are laying the foundation for smarter systems and customer experiences that set a new standard for what it means to excel in CX in 2026 and beyond.”

Tech Stack Simplification Gains Momentum

The survey shows that many contact centres are dealing with the effects of rapid digital expansion. On average, organisations use nearly four different systems to manage customer interactions, with larger operations often using even more.

Half of respondents say working with multiple vendors increases support and maintenance costs, and almost as many report problems with data consistency and system integration.

In response, tech stack simplification has become a key objective. 94% of CX leaders say consolidation is important for improving efficiency and performance.

Rather than adding more tools, many organisations are focusing on making their existing environments easier to manage, better connected, and more usable for both agents and customers.

Frontline teams continue to face high volumes and rising expectations, and leaders see AI-based support tools as part of the response.

91% of respondents believe agent-assist technologies, such as AI copilots, will be essential within the next two years. These tools can provide real-time guidance, surface relevant knowledge, and handle tasks such as call summarisation or tagging.

AI is also expected to influence how quickly new agents become productive. 89% of CX leaders believe it will help reduce onboarding and training time, enabling new hires to gain confidence sooner.

“What we’re seeing is a clear shift in how AI is being used,” said Frederic. “Leaders are moving away from automation for its own sake and focusing on AI that genuinely supports agents.

Agent assist tools like copilots reduce cognitive load in real time, enabling agents to stay focused, deliver service with empathy, and spend less time on administrative tasks.”

You can download a copy of the research findings here.

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