Better Together: Why Unified Communications + Contact Center Drive Improved Business Outcomes

Regardless of the metric, delivering an excellent customer experience is at the top of business leaders’ priority lists.

When asked for their top three business priorities, a late 2020 Metrigy study of 700 IT, CX, and business leaders globally placed “customer satisfaction” at the top of the list, ahead of product and service quality, information security, and generating revenue, among other priorities.

Further underscoring business focus on customer experience, nearly three-quarters of companies have hired or are planning to hire a Chief Customer Officer (CCO). When companies have a CCO, they leverage technology and measure its success on revenue, customer satisfaction, employee efficiency, and operational costs. Those with CCOs report better success metrics across the board.