It’s clear that the buyer requirements for Contact-Center-as-a-Service (CCaaS) products have moved well beyond traditional notions of “cloud” or “omnichannel” and now focus on how well software providers can make artificial intelligence (AI) workflows real. The differentiation among CCaaS platforms is not so much about how well interactions are handled, but how the platforms embed within complex...
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Topics: Operations, Five9, automation, Contact Center, agent management, Customer Experience Management, CCaaS, Generative AI, Customers and CX - Business & Technologies, Workflow, ServiceNow, Salesforce
