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AI Reshapes The CCaaS Wave For 2023

Blog: Forrester BPM Center of Excellence

In Forrester’s last wave on CCaaS (August, 2020), AI was mentioned offhand a few times. It was not, however, a factor in the wave scoring at all. A few years changed everything. AI has taken center stage in this year’s wave providing new capabilities across many aspects of a CCaaS vendor’s offerings:

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