Customer Experience research

In the last decade, we’ve seen the rise in CCaaS and its increased demand from changing end-customer requirements. As the UC market remains competitive, an excellent customer experience solution may be the key area for differentiation for service providers.

Our reports provides a clear narrative of the future of the contact centre. It looks at provider roles and where they’re going; what providers see as their end customers’ emerging needs and requirements, and how they are planning to meet them.

Other topics covered include details of new features and functionality that are in the planning stages for contact centre products and will be emerging in the future. This is furthered by details of how providers believe they will contribute to strategic goals and meet end customer CCaaS needs. We also share the challenges faced by providers in building out their products to meet this future vision.