Contact centers around the world are upgrading from owned and managed platforms to contact center as a service, or CCaaS. Motivations vary, but the big drivers are rate of innovation, financial benefits, and rich integration capabilities. However, the shift also provides an opportunity to reimagine an organization’s approach to customer engagement.
That’s what caught my attention with the customer engagement upgrades at clothing retailer Forever 21. Established in 1984, Forever 21 is known for its accessories, beauty products, home goods, and clothing.