Understanding the Business Impacts of Your Cloud-based CCM, August 2021

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What communications are moving to SaaS CCM?

Until recently, customer communications applications with straightforward designs, low variability and simple data inputs have been good candidates for migration to a SaaS-based CCM solution. Banks and insurers have been moving common call center applications to the cloud when there is limited PII (Personally Identifiable Information) and complexity within the communication. Welcome kits, marketing communications and simple confirmations have been successful early deployments for SaaS CCM implementations.

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