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Market Trends: Contact Center Vendors Face New Threats From CRM, CPaaS and Digital Channel Vendors

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Summary

Contact centers have long controlled customer service. But as technologies, AI and composable software evolve, contact center, CRM-CEC, CPaaS and digital customer service vendors encroach on each other. Contact center vendors must proactively plan for this convergence to avoid obsolescence.

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Market Trends: Contact Center Vendors Face New Threats From CRM, CPaaS and Digital Channel Vendors

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