Real-World Data: Triggers and Successes for New Contact Center Solutions

Real-World Data: Triggers and Successes for New Contact Center Solutions

As Digital Customer Experience (DCX) technologies continue to take center stage at many organizations, business leaders are faced with numerous questions about their contact-center platforms.

This holds especially true for companies that are at or nearing end-of-life with their on-premises platforms. Many such companies have used these platforms for decades—even before cloud services were available or widely used.

Today, about 45% of companies are using Contact Center as a Service (CCaaS), citing a variety of benefits, including agility, cost savings, and feature innovation. As they move to the cloud, it also presents an opportunity to explore additional services, such as omnichannel integration, artificial intelligence-enabled chatbots, and agent analytics.

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