This new TalkingPointz Research Note looks at the current state of CCaaS and concludes it has become too limited and misleading of a label. CCaaS remains viable, but the industry has expanded beyond deployment models to include a broader focus on the customer journey. Numerous forces and technologies, many building for some time, are coming to a head in 2023.
TalkingPointz research notes are exclusively available to TalkingPointz full subscribers.
This new TalkingPointz Research Note looks at the current state of CCaaS and concludes it has become too limited and misleading of a label. CCaaS remains viable, but the industry has expanded beyond deployment models to include a broader focus on the customer journey. Numerous forces and technologies, many building for some time, are coming to a head in 2023.
TalkingPointz research notes are exclusively available to TalkingPointz full subscribers.
This report has the following sections:
- Introduction (10 points)
- The Disappearing CCaaS Moat (4 points)
- Forces Disrupting CCaaS (6 points)
- Meanwhile, Legacy Evolves (7 points)
- Dave’s Thoughts (36 points)
7 pages.
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