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Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. This approach is faster, more scalable, prevents the need to purchase new technology and improves overall ROI. If your technology team is looking to consolidate and focus more on innovation, then CCaaS may be a great way to go.
Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? Gartner, 2017) 48% of CX professionals said that although their companies embrace digital, they don’t think they’ll keep pace with the speed of technology change.
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