Analyst Report

Unifying CX Program – Need for an Open and Holistic Approach to CX and CCaaS Delivery

An independent study by:

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There is a growing need for organisations in the Asia Pacific region to implement an end-to-end CX strategy that has its origins in an Open CCaaS (Contact Centre as a Service) approach. This Executive Brief from Frost and Sullivan explores the various dynamics that impact the delivery of such a strategy, highlights the key layers of technology that are critical to success and concludes with an analysis of the APAC vendor market.

Topics covered in the report include:

  • Open integration, not closed telephony, approach
  • Stakeholder impact
    • Consumer
    • Workforce
    • Organization
  • Data Silos and Fragmentation
  • Cloud Environment
  • Artificial Intelligence (AI)

Download the full Executive Brief to discover the secret to a successful end-to-end CX Strategy and discover who is the #1 vendor that can help you achieve this goal.

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