💥 𝗪𝗵𝗼 𝘀𝗵𝗼𝘂𝗹𝗱 𝗼𝘄𝗻 𝘁𝗵𝗲 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝗰𝗲𝗻𝘁𝗲𝗿 𝘀𝘁𝗮𝗰𝗸? CCAAS or CRM?
Автор: Advice from a Call Center Geek
Загружено: 2025-06-27
Просмотров: 37
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💥 𝗪𝗵𝗼 𝘀𝗵𝗼𝘂𝗹𝗱 𝗼𝘄𝗻 𝘁𝗵𝗲 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝗰𝗲𝗻𝘁𝗲𝗿 𝘀𝘁𝗮𝗰𝗸?
The CCaaS platforms like NICE, or the CRM giants like Salesforce and ServiceNow?
This is a key question in CX strategy right now.
I asked it directly to Christopher Irwin-Dudek, VP of Marketing and Communications at NiCE, last week at Interactions.
CRMs are expanding into voice, digital, and AI automation. CCaaS platforms are deepening their integration with CRM workflows and expanding their capabilities too.
So, where should the core of the customer engagement platform live?
It’s not just a tech stack decision, it’s a strategic one.
▶️ Take a minute to hear NiCE's take.
#contactcenter #callcenter #ccaas #crm #ai #cx #callcentergeek
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