CCIQ Executive Report on Contact Center Technology

Technology is the lifeblood of the contact center. From fundamental telephony, automated call distribution and customer relationship management systems to innovative solutions for gamification, omni-channel communication and customer insight management, technological systems are the framework on which the customer experience is built.

Thanks to a combination of proprietary market research and expert commentary, the report evaluates how contact center technology is effecting and being affected by change in the customer experience landscape. It pays specific mind to the rise of cloud-based technology.