There are many reasons why the contact center market is in flux, but chief among them is the drive towards convergence: traditional telephony, digital channels, customer relationship management (CRM), workforce tools and analytics are expected to operate as a unified system, rather than as a set of disconnected point solutions. This creates a problem for enterprises: how to modernize their...
Read MoreTopics: Contact Center, Customer Experience Management, CCaaS, Customers and CX - Business & Technologies, Zoho
