The Future of CCaaS Platforms: Insights from Industry Experts
The world of Contact Center as a Service (CCaaS) is rapidly evolving, with vendors constantly innovating and expanding their offerings to stay competitive. From workforce engagement management to conversational analytics, CCaaS platforms are now expected to cover a wide range of functionalities beyond just basic communication channels.
As the industry continues to evolve, experts have shared their insights on what the future of CCaaS platforms may look like. Simon Harrison, Founder & CEO of Actionary, believes that CCaaS providers need to adapt to the broader customer experience (CX) tech stack to avoid becoming marginalized. Liz Miller, VP & Principal Analyst at Constellation Research, emphasizes the importance of strategic partnerships between CCaaS and other CX vendors to provide comprehensive solutions.
Rebecca Wetteman, CEO & Principal Analyst at Valoir, highlights the need for CCaaS platforms to provide more prescriptive telemetry and support to help contact center managers and agents leverage new features effectively. Zeus Kerravala, Founder & Principal Analyst at ZK Research, discusses the potential for AI to enhance customer data sets and improve decision-making in contact centers.
Michelle Couture, Global Product Marketing Lead for Customer Experience at Zoom, introduces the concept of the third wave of contact center platforms, which offer cloud-native solutions with embedded AI and low/no-code interfaces for enhanced customer experiences.
If you’re interested in learning more about the future of contact centers and how to stay ahead of the curve, CX Today is hosting a webinar with prominent CX author and advisor, Adrian Swinscoe. The webinar will cover current challenges in contact centers, upcoming changes, and strategies for staying ahead of the curve. Register for the webinar here: The Contact Center Evolution: The Missing Pieces to Make AI a Success
The future of CCaaS platforms is exciting and full of potential for innovation and growth. Stay informed and be prepared for the changes ahead in the contact center industry.
