May 27

Connected customer experiences are changing CCaaS vendor offerings. Here’s how.

According to Zendesk, 52% of consumers would switch to a different brand after just one bad experience. Hence, Good CX delivery has never been more important than it is right now.

Connected customer experiences are becoming a driver of good CX delivery. It is more than just omnichannel communications, it involves investing in aligning the different business operations aligned with CX—like sales, marketing, and contact center teams.

What’s driving the need for connected customer experiences?

Data silos and fragmentation are major roadblocks for today’s businesses in delivering seamless CX. In fact, one of the biggest barriers to leveraging CX data effectively is the fact that this data is often siloed, according to 54% of organizations.

Connected customer experiences can help eliminate or minimize these issues by breaking down the walls between departments and providing a unified view of customer data. With connected systems, customer information, interaction history, and preferences are accessible to all teams, enabling a consistent and personalized experience across all touchpoints.

This is especially valuable for agents—as they can get a comprehensive view of each customer they are dealing with when this approach is implemented. 60% of consumers are likely to become repeat customers after a personalized purchasing experience, and 74% of agents say that having access to more tools and data will give them more opportunities to personalize transactions. So, this level of access to information is extremely valuable.

However, CCaaS configuration also deserves a mention here; as increasingly complex CCaaS ecosystems require optimal configurations to streamline processes, automate workflows, and integrate seamlessly with other systems. So, keep this in mind when you’re considering connected CX.

Top CCaaS vendors are leading the charge

Speaking of connected customer experiences, leading CCaaS vendors like Five9 and Genesys are taking center stage with their solutions.

Five9 acquired Aceyus in August 2022 and has developed it into a comprehensive platform that offers centralized CX data on a real-time dashboard. This allows every team access to a consolidated view of the customer—streamlining operations.

Geneys has an extensive number of integrations, as is evident in their AppFoundry. This includes Zoom Meetings, 8×8 Work, Microsoft Teams, and a number of other applications and solutions that can enhance customer experience through business-wide collaboration.

CCaaS vendors are recognizing the need for connected customer experiences across the board, and these offerings are a testament to how they are considering it more and more for their services.

Improve your CX delivery with connected systems that integrate seamlessly with CCaaS

Connected customer experiences are a key driver of CCaaS development and innovation in 2024.

With leading vendors like Five9 and Genesys leading the charge, it is sure to become much more prominent across many CCaaS offerings in the coming years—and rightfully so.

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