Over the past few years, the CX industry has been moving toward CCaaS for several years, choosing to leave behind legacy solutions to take advantage of the greater agility and flexibility promised by cloud-based solutions.

However, with omnichannel CX solutions becoming the norm, some of the top vendors in the industry are looking to differentiate themselves from the competition by offering tools that can foster an agile experience.

Agility and innovation have been powerful incentives for CX organizations because it makes back-end operations easier to execute, allowing organizations to spend more time focusing on innovative work instead of repetitive technical tasks.

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