How CCaaS evolution is reshaping customer service strategies

Organizations are heavily investing in customer experience technologies, with contact center platforms leading the way. As CX budgets grow through 2025, contact center as a service (CCaaS) becomes a strategic focus, driven by workplace changes and tech advancements.

This report explores five key CCaaS trends reshaping customer service, including:

• Pandemic-driven remote work permanently altering contact center operations
• The convergence of unified communications and contact center platforms for seamless integration
• AI acquisitions enhancing customer self-service and agent support

Read the full report to see how these trends will shape your contact center strategy and investments.