What Will Have the Biggest Impact on Organizations’ CX Automation?
Telephony is no longer the focal point of modern contact centers; only 10% of business leaders think the channel will impact their CX automation efforts the most over the next 12 months.
Telephony is still for vital customer engagement, but the exponential growth of digital channels shows why it shouldn’t be the driving force behind CCaaS purchasing decisions.
A new approach that embraces a wide scope of engagement channels and elevates customer experience through CX automation is needed.