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Challenges in Contact Center Transformation

If you’re like most organizations, there’s a lot of talk of shifting from legacy systems to cloud-based solutions—for instance, adopting a contact center as a service (or CCaaS). This has the potential to be a great move. But it can lead to all sorts of issues if the wrong solution is chosen. We look at the challenges businesses face with CCaaS transformation—so you can avoid them.

Leaders in CCaaS Transformation

If there’s anything we learned in 2020, it’s that customer experience (CX) is vital to a business’ success. It was a time of uncertainty, which lead to a drastic change in how consumers behave. And it was the businesses that quickly adapted to these changes that maintained a competitive edge.  Across the board, we witnessed […]