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Amazon Connect recognized as a Leader in 2023 Forrester Wave

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Enhance customer experiences with a managed CX solution

By: Intervision

Type: Product Overview

Improving your contact center's operations isn't always an easy task. So, how can organizations ensure that they're providing the service their customers desire with a solution that fits their needs?

ConnectIV CX, powered by Amazon Connect, is a Contact Center as a Service (CCaaS) solution that improves customer experiences, ensuring 24/7 US-based support, proactive monitoring, and SLA-based responses for incidents and changes.

Access this white paper to learn how ConnectIV CX can optimize your contact center and elevate customer service.

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    Contact Center-as-a-Service MetriRank 2023

    By: 8x8

    Type: Analyst Report

    The global market for CCaaS was $5.6 billion in 2022, up 30% year-over-year. Metrigy forecasts the market to grow at a 12% CAGR from 2022 to 2027, reaching $9.7 billion by 2027.

    In determining companies in the CCaaS MetriRank, market share is important to overall leadership score, but financial strength and customer sentiment are most significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, even as most of the top-tier providers share common capabilities today.

    In this analyst report, discover how the top-ranking CCaaS solutions stack up against the competition, and find out which solution is best for your enterprise.

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    Human-AI collaboration: Unleashing the power of automated intelligence in the workplace with CCaaS

    By: Windstream Enterprise

    Type: Blog

    Artificial intelligence (AI) is revolutionizing customer service in contact centers. Contact Center as a Service (CCaaS) with AI speeds up problem resolution, personalizes interactions, enhances data accuracy and improves quality assurance.

    AI-driven CCaaS cuts wait and call times by up to 40% by automating tasks and effectively directing customers to the appropriate agent. Generative AI chatbots manage complete customer conversations, boosting retention. Additionally, AI provides insights to refine agent performance and efficiency.

    Discover more about how AI-enhanced CCaaS can elevate your customer service by browsing this article.

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