The Open CCaaS Advantage Report

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?

When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations.

The customer engagement challenges facing organizations have changed – so a new approach is needed.

The Open CCaaS Advantage is Verint’s new research report which explores where first generation CCaaS platforms fall short when trying to deliver exceptional CX.

Among the insights revealed are:

  • 54% of CX executives’ CCaaS platforms don’t have effective self-service bots
  • Only 41% are satisfied with their current AI and automation
  • 53% can’t take advantage of AI innovations such as ChatGPT

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