Kerravala adds that not every CXaaS element must be based on SaaS or public cloud to be effective.
“If I can deliver things on a single kind of cloud that’s offered as a private cloud, and it’s built on cloud data technologies, it doesn’t necessarily mean it can’t interface with a SaaS service. I think (CXaaS tools) need to be cloud-native but they don’t have to be in public cloud.”
Why CXaaS now?
IT has searched kuwait telegram for ways to increase flexibility, improve scalability and enable hybrid work. This has boosted cloud adoption among businesses:
Almost 70% of organizations now host more than half their workloads in cloud
Overall enterprise cloud adoption grew by 25% between 2021 and 2022
The pandemic has also shifted much of the customer journey from in-person to virtual, and that’s having a huge impact on customers’ expectations:
loyalty: over 60% of customers say they would defect to another brand after just one bad experience (up 22% from the year before)
seamless CX: 93% are willing to spend more at a company that doesn’t make them repeat themselves during the CX journey
omnichannel: 73% want to be able to start their CX journey in one channel and continue it in another without starting over
personalized CX: 68% expect personalization in every single subsequent interaction they have with a company
For some businesses, CXaaS is an integrated, cloud-native model for optimizing hybrid work, increasing IT agility, and improving the customer journey.
CCaaS and CXaaS
What’s the difference between CXaaS and CCaaS?
CCaaS is a fully managed service of cloud-based contact center applications such as:
softphone applications for Internet calls
automated call distribution and recording
analytics
real-time call monitoring
AI-based IVR or virtual attendants