Ventana Research Analyst Perspectives

Zoho Builds a CX Suite Inside Zoho One

Posted by Keith Dawson on May 11, 2021 3:00:00 AM

There are many software components that facilitate contact center operations. Historically, the industry has relied, in part, on niche or best-of-breed applications but this is shifting in favor of broadly integrated suites or ecosystems. When we look at CX trends beyond the contact center, the shift is even more pronounced, with the bundling/collection of applications from martech to CRM-incorporating software that were formerly/previously purchased separately.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management, marketing sales