Companies considering cloud-based contact center technologies must identify which options will best unify customer and agent experiences across live and asynchronous customer channels. At the same time, organizations need to integrate contact center-as-a-service (CCaaS) and unified communication-as-a-service (UCaaS) platforms so agents can access internal experts to help resolve customer issues. Furthermore, busy agents need AI tools to quickly search knowledgebases to provide the best service and meet quality KPIs. TechTarget’s Enterprise Strategy Group recently surveyed IT and business professionals responsible for or involved with contact center technology and processes to gain insights into these trends.
To learn more about these trends, download the free infographic, The Impact of Evolving Work Environments on Contact Center Platform Requirements.
