The CX technology market continues to evolve, innovate, and expand in all directions. The CRM and CCaaS vendors are locked in battle for customer wallet share and have started to step on each other's toes, particularly in areas like AI (Artificial Intelligence), automation, and analytics. The CRM vendors have established base camp in territory which has traditionally been the stable of the CCaaS vendors and, at the same time, we are seeing CCaaS vendors introduce new capability that encroaches on the CRM space. However, it is still the case, at least for now, that no single solution can meet all the needs of a mature customer service or CX operation. Add to that the fact that customer expectations are more demanding than ever and that creates a challenge for contact centre leaders.
2709 Hits
© 2025 Exponential-e Ltd. Reg. No. 04499567, Reg. Address:100 Leman Street, London E1 8EU