How CCaaS Vendors Can Remain Relevant in a Shifting CX Landscape
Summary
The customer experience (CX) landscape is evolving as diverse vendors, including CRM, Customer Engagement Centers (CEC), and Unified Communications as a Service (UCaaS) providers, increasingly encroach on the Contact Center as a Service (CCaaS) market. This shift is driven by AI advancements and the growing value of data integration across CX functions. Traditional CCaaS players face significant challenges as competitors leverage AI and data to offer more integrated and holistic solutions. This note aims to provide buyers with insights on what to look for in leading CCaaS vendors, and their solutions, based on areas they should be focusing on to deliver true CX capabilities.
Key Take: CCaaS vendors need to focus on forming deeper partnerships and enhancing data integration to achieve meaningful advancements in personalization, employee engagement, and AI-driven capabilities. Failure to do so may risk their relevance in an evolving CX landscape.