This 6-12 Report focuses on Contact Center as a Service, better known as CCaaS, a cloud-based offering that combines the voice connectivity of legacy call centers with digital channels, text messaging and social media. A modern CCaaS system includes an intelligent routing engine which routes, manages, delivers, and records a full range of interactions. In addition, Artificial Intelligence (AI) is increasingly integrated into this technology, providing a truly revolutionary approach to efficient and effective customer interactions. Organizations assign agents to channels based on their skills and the employer’s needs. Thus, “workforce optimization” is becoming more important as a competitive advantage and as a component in building an effective, successful CCaaS strategy.
In this report, you will find:
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Statistics for the global CCaaS market
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Business Drivers and benefits of contact center platforms
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Technology capabilities of CCaaS systems
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Multichannel vs. Omnichannel
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Workforce Impacts
and more…