Why CX tech convergence means the most important choice is your integration partner.
For many organisations, moving to the cloud felt like a generational shift. But the reality is that the real change is still to come. Instead of large-scale tech procurement and long-term implementations, we’re now in a time when vendors are continuously tweaking solutions, to add capabilities. Old barriers between contact centre solutions, CRM and ITSM are blurring.
The challenge for businesses is twofold: first to work out which of these many solutions can add real value to their operations, and then to roll them out, at speed.