![]() Technologies to enhance communications systems is also becoming much more Furthermore, the combination of AI-driven One major example includes 8x8’s XCaaS platform, that not only unifiesĮmployee experience and customer experience on one platform but now offers aĬall management system for operators and receptionists, too, with their newly Reinforcing) this trend, demonstrating new products that tie together UCaaS,ĬCaaS, and CXM. Platform for ease of data transfer and customer journey tracking. Organizations can thereby benefit from unifying theirĬustomer experience platforms with internal communications systems, building a Remote work, they are now planning to join those systems to their CRM via aĬCaaS extension in 2022. Organizations have invested in their unified communications systems to enable This change in order is interesting: whereas in 2021 ![]() The top three purchases anticipated in the coming yearĪre CCaaS, CRM, and unified communications, in that order (Vichhivora &Ĭhadinha, 8x8). Over the past year, the top threeĬommunications applications purchased were unified communications, CRM, andĬCaaS, in that order. Was recognizing that communications and collaboration technologies are increasinglyĮntwining with customer experience platforms. Into 2022, we expect to see organizations investing in how their conference and meeting room spaces are used to reflect fluid interchange of people in the office (perhaps even selling off unused real estate to consolidate space), and how employees can meet in the virtual world to collaborate.Ī notable trend for Enterprise Connect 2021
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