Exploring the Unpacking of Modern CCaaS: Anticipating Change

Sue Huss July 21, 2023

To understand the impact of modern CCaaS on today’s customer experience, it helps to review the history of call centers. Over time, they have evolved from managing inbound/outbound phone calls to today’s contact centers that manage complex interactions on a multitude of channels—voice, text, email, chat, social media and SMS.

Verint’s recent Open CCaaS announcement made at Engage 2023 has started a conversation about what a modern, AI-empowered, open CCaaS operation should look like—today.

The Customer’s Mike Giambattista and Verint’s Heather Richards explore how today’s organizations stand to benefit from an Open CCaaS approach in a digital-first contact center environment.