Does CCaaS Matter?
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.
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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)