Exploring the Unpacking of Modern CCaaS: Anticipating Change
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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.