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Report Overview

• Modern KPIs are supplementing traditional metrics, enabling organizations to take a broader approach to understanding the customer experience at every point within the engagement journey.
• Cloud delivery service models such as UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) are redefining how businesses operate and measure customer experience.
• Customer service and contact center leaders understand that it is time to ensure they are evolving with their customers and effectively evaluating the way they measure service delivery.