The breadth of customer experience (CX) solutions created by software providers in recent years has expanded into new areas, usually related or adjacent to existing, more traditional toolkits. Most providers in the space began as more-or-less pure play contact center software providers, so the CX toolset starts with that set of technologies. Products are grounded in core functions for service delivery, like interaction handling, labor management and customer tracking. Some software providers...
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Topics:
Customer Experience,
Contact Center,
Customer Experience Management,
Generative AI,
CXM,
Customer Success,
Pre-Hire Assessment
It is unfortunate that business-focused digital communications are sold under three different headings: Contact Center as a Service (CCaaS), Unified Communication as a Service (UCaaS) and Communication Platform as a Service (CPaaS). (And that just counts the cloud options—let us acknowledge the huge, continuing, installed base on premises.) These are terrible ways to describe complex, varied and overlapping offerings. What distinguishes them are:
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Topics:
Customer Engagement,
Customer Experience,
Contact Center,
Customer Experience Management,
Digital Communications,
CCaaS,
Intelligent Self-Service,
CPaaS,
UCaaS,
CXM