As enterprises look to stay ahead of customer demands, many organizations have not only stressed the importance of providing customer service at every level of their business, but they have invested heavily in technology to create a more seamless customer experience (CX). While cloud-based contact-center-as-a-service (CCaaS) technologies have become the standard for many organizations, contact centers and their leaders are focusing on a range of different IT projects and initiatives designed to make CX more seamless and impactful.
