For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

Contact centers and communication systems are evolving, and organizations must adapt to meet the needs of employees and citizens alike. An on-premises contact center leaves organizations relying on ...

The telecom giant is working with contact center software provider Talkdesk to add another CCaaS partner to its portfolio as Lumen turns its attention to building out more XaaS offerings for partners ...

CCaaS is a highly competitive market with 200-plus global vendors aggressively vying for business. The worldwide availability of third-party public data centers (e.g., Amazon Web Services, Google, ...

Contact Center as a Service (CCaaS) providers offer cloud-based platforms that enable businesses to run their entire customer service operations without on-premise infrastructure. Instead of investing ...

Mortgage lender Florius has invested in contact centre as-a-service technology to enhance customers’ experience while simultaneously enabling its agents to adapt to hybrid working. “The customer ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jamie Timm Customers’ ...

We celebrate when employees produce more high-quality work. But if an AI teammate does the same, we may need to check whether ...

The contact center-as-a-service (CCaaS) segment continues to thrive, executing strongly and adapting despite the contact center market’s changing dynamics, the rapid adoption of artificial ...

With the rapid changes that the world is undergoing and the rise in adoption of modern technologies, Contact Centre as a Service (CCaaS) has emerged as a major element for businesses to meet their ...

AI in CCaaS offers many benefits, from cost savings to improved customer satisfaction. How will this tech reshape the future of contact center operations? As more businesses look to install contact ...

Whether your organization already has a CCaaS system or plans to adopt one in the future, it’s important to keep security top of mind. In today’s increasingly remote world, a cyberattack is a matter ...