Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. This Market Insight examines the prospects for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO.
Aberdeen surveyed 233 organizations regarding their customer experience management (CEM) programs. This report will illustrate how companies using analytics as part of customer service activities perform compared to those without analytics.
Contact center infrastructure evaluations remain technically complex processes. If you are looking to select the contact center platform right for your specific requirements and deliver sustainable competitive customer experiences, this report is a must read.
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