5 Upcoming CCaaS Trends to Watch

Organizations spend just 3% of their revenue on CX technologies, according to Metrigy Research's "Customer Experience Transformation 2020-21" study.

Depending on the technology, nearly 70% of the study's 700 organizations plan to increase CX spending through 2025, while less than 10% plan to decrease spending. Contact center platforms are the most widely used CX technology, and organizations that already use contact center as a service (CCaaS) also plan to increase spending through 2025.

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