According to Forbes, the contact center market has a total addressable market of $24 billion per annum and growing. It’s no wonder then that everyone wants a piece of this market, the majority of which has yet to migrate to the cloud.
For contact center executives, the market landscape has become littered with multiple vendors touting customer relationship management systems (CRMs), marketing automation, and ticketing software platforms that all pitch computer telephony integrations (CTI). As most companies have one or more of these recording systems in place, it becomes increasingly complex to decipher which system should house the telephony, messaging, or chat integration.
