For this writer, as much as it pains me to admit, it was the trademark side-swept fringe and uncomfortably tight jeans of an emo teenager.   

For younger readers, it might be the current, inexplicable obsession with Labubus, which one day you’ll look back on with confused nostalgia.   

Whatever your vice, the good news is that some mortifyingly embarrassing photos and a small amount of wasted cash are probably all you have to worry about.   

Unfortunately, for major enterprises delivering customer experiences that matter, deciding to hitch their wagon to the wrong trend can have far more damaging results.  

Right now, there is no bigger CX trend than AI. Be it chatbots, agent-assist tools, or QA, enterprises are experimenting with AI wherever and however they can.  

Of course, this isn’t to say that AI should be ignored; the technology’s potential to drastically alter and enhance CX is undeniable. But despite the hype, not every AI deployment delivers the results businesses expect.  

For Joseph Kelly, Solutions Architect at Miratech, part of the issue is the ubiquitous nature of the tech, as he explains:  

Everything is AI. But is it just AI for AI’s sake?  

“Customers really need to hone in on the right strategy to start with. In the CCaaS space, in customer experience and employee experience, first getting strategy right will help cut through a lot of the clutter and get to the heart of how AI can really help.”   

Kelly’s point hits at a real challenge: how to separate genuine AI value from marketing spin. 

Vendors are quick to slap ‘AI-powered’ on everything, from natural language understanding to speech recognition; the trick is knowing what will actually move the needle.  

The Hype vs. Reality  

When organizations are hype-driven, they run the risk of deploying technology without a defined goal, which often results in overspending.   

Kelly notes that even established tools like NLU IVRs have been ‘AI-powered’ in marketing terms for years, without fundamentally improving the experience.  

“It’s about cutting through the marketing and sales speak on what is really AI, and what’s not,” he says.  

“Then, you look at where you want to start to make real change. Are you looking to enhance your customer experience with AI? Or your agent experience with AI? That’ll help guide you where you’re trying to get to.”  

Enterprises that clarify their objectives – whether it’s reducing call volumes, boosting first-contact resolution, or improving agent workflow – are far more likely to see tangible benefits from their AI deployments.   

Start Small, Solve Real Problems  

For organizations just starting with AI, Kelly believes the best approach is to take things step-by-step. 

For example, he highlights practical pilots like agent-assist, smarter routing, and call deflection as good examples of “seeing how the technology can help agents provide more informed and efficient answers to customer inquiries.”  

Small-scale projects reduce risk and can produce immediate wins against clear goals to build on. Routing customers correctly the first time reduces wait times; agent-assist tools speed up complex resolutions. These early wins build momentum and justify wider adoption.  

However, in order for these pilots to be successful, he emphasizes the need for “good, accurate data that the AI can access.”  

Once pilot projects show value, scaling AI requires alignment with broader business goals. Efficiency, personalization, and agent experience must stay front and center. But again, data is at the heart of it all.  

“Where am I going to house all of this information?” Kelly asks.  

“Does it have to be in the CCaaS vendor’s platform? Do I need a way to connect these things so a change in one system propagates to another?”  

Kelly also cautions that adding AI won’t fix a weak foundation.  

 If you don’t have a really stellar customer experience today, adding AI is not going to provide the benefits you’re probably thinking it can. 

Consolidating data, optimizing knowledge management, and improving processes must come first.  

Avoiding AI for AI’s Sake  

For Kelly, the major contributors to AI project failures are vanity projects, poor integration, and a lack of adoption by agents and customers.   

To combat this, change management is critical.  

Agents need confidence in new tools, and customers must feel automation improves – not hinders – the experience. Without this, even advanced AI can underperform.  

This is where Miratech can help. By grounding AI projects in business needs and guiding enterprises through data strategy, integration, and adoption, the company turns AI investments into tangible, measurable business outcomes. 

This all means AI doesn’t have to be just a buzzword or trend. When used with clear goals, it can truly transform customer experience – improving efficiency, personalization, and agent empowerment.  

The key is to have a purpose: and then start small, scale strategically, and let AI serve the business, not the other way around.  

You can learn more from Joseph Kelly on how to maximize your CCaaS migration by checking out this article.

You can also discover Miratech’s full suite of solutions and services by visiting the website today. 

With enterprises under growing pressure to scale up their CX platforms, and legacy systems struggling to keep pace with the agility, insight, and innovation that today’s customers expect, CCaaS offers real hope.   

However, when it comes to moving to CCaaS solutions, the path isn’t always obvious.  

Should organizations go for a straight ‘lift-and-shift’, or adopt a more gradual, continuous approach?  

For Joseph Kelly, Solutions Architect at Miratech, the first thing to look at when considering a CCaaS migration is “how an enterprise can consume its transformation.”  

He emphasizes the importance of understanding the people who are going to be involved and how much work they can actually put into it: how much change can your agents handle at one time? How much can your customers consume?  

Kelly likens sudden, large-scale migrations to visiting a familiar website one day and finding it completely redesigned.  

“You spend most of the time trying to figure out where all the content you usually consume is,” he says.  

You really would look back and think this has taken way more time than I would have liked. You never want to get into that situation when moving from an on-premise system to a CCaaS platform.  

Lift & Shift or Lift & Shine 

In a nutshell, lift-and-shift migrations move existing systems and processes largely as they are.  

The appeal is clear: speed and simplicity. For enterprises seeking to consolidate operations quickly or retire on-premise infrastructure, this can seem practical.  

But there is an alternative that more fully exploits the capabilities of cloud and avoids just moving existing problems into a new environment: lift-and-shine. 

“Look at what you have today that works and what you can move over without being too disruptive,” Kelly advises. “And then modernize from there.” 

“That’s really the core of what we can call lift-and-shine.” 

The key is minimizing disruption for both agents and customers while maintaining continuity and improving over time.  

Continuous Iteration  

Continuous iteration – or “continuous enhancement,” as Kelly prefers – allows new capabilities to be rolled out gradually, and existing processes to be adjusted over time.  

“One of the main benefits is that you can time changes around contracts and new feature releases,” he explains.  

You want to make sure you’re getting the most out of that vendor contract, so you’re not leaving money on the table. 

This approach reduces the risk of overwhelming teams or customers, smoothing the change journey towards a fully-modernized CX environment.  

The main drawback of this approach is that it takes patience, something that is usually in fairly short demand in the CX tech space.   

Gradual adoption demands strong change management and the discipline to resist a ‘one-and-done’ mindset. 

Making the Choice  

Like any major customer service and experience implementation decision, multiple factors are in play when it comes to thinking about CCaaS migrations.  

Cost is certainly a big one: lift-and-shift may seem to be more cost-effective in the short-term, but it risks hidden expenses later.  

Continuous iteration, on the other hand, spreads costs and risk, but requires sustained effort.  

Business priorities matter too. Enterprises focused on speed to market or compliance deadlines may initially lean towards a lift-and-shift approach. But those prioritizing innovation, adaptability, and long-term CX improvements may prefer iteration.  

Aligning Strategy with Outcomes  

It is clear from Kelly’s insights that CCaaS migration is far more than a technical move; it’s a holistic choice affecting agents, customers, and business outcomes.  

Success requires understanding the organization’s capacity for change, evaluating risk, and aligning strategy with broader CX goals.  

Partnering with experienced CX experts can really help to get it right. “It’s about looking beyond platforms,” Kelly says.  

It’s about how you can deliver a better customer experience while moving toward continuous enhancement.  

At the end of the day, the right decision leads to an approach that will enable leaders to set up an organization for sustainable CX transformation, balancing efficiency with the evolving expectations of digital-first customers. 

You can hear more from Joseph Kelly on the truth about CCaaS migrations by checking out this exclusive interview with CX Today.  

You can also discover Miratech’s full suite of solutions and services by visiting the website today. 

During the vendor’s Q3 2024 earnings call, Barak Eilam, CEO of NICE, confirmed that the company is routinely being asked to come in and pick up the pieces when other CCaaS providers have let customers down.

As well as promoting the reliability of NICE CXone, Eilam’s comments hint at considerable CCaaS dissatisfaction from many enterprises.

Indeed, while CCaaS migration is the natural evolution for contact centers – due to its superior ease of innovation, agility, and scalability – it’s not without risks and complications.

Many cloud transformations face challenges such as moving complex workloads, regulatory complications, and budget constraints.

Yet, it’s not just the initial challenges. In the cloud, many businesses will have ambitions to leverage integrations and innovate in areas that don’t align with their current vendor’s roadmap.

Moreover, contact centers are often left to their own devices after the initial deployment. That’s a big problem as CCaaS isn’t something a business installs and leaves. To maximize efficiencies, constant enhancement and ongoing support are necessary.

When vendors are elusive,  customers will look for partners who can better meet their evolving requirements – as Eilam’s comments suggest.

Inflexible pricing models, attempts and vendor lock-in, and the opportunity to leverage new forms of AI are amongst other reasons why contact centers are likely switching CCaaS partners.

NICE is an obvious choice, given its deep feature set, global footprint, and favorable positioning in analyst reports – like the Gartner Magic Quadrant and Forrester Wave.

After all, following unfavorable CCaaS experiences, enterprises typically turn to a deep, widely utilized, and well-publicized solution for safety and security.

Indeed, the idea that “nobody ever got fired for selecting NICE” may well play a part in making the decision.

Number Crunching

Away from the news around NICE picking up dissatisfied CCaaS business, the company also posted another quarter of strong results.

During the call, Eilam confirmed that NICE achieved $690 million in Q3 revenue, a 15 percent year-over-year (YoY) increase.

Operating income also grew by 20 percent to $221 million, with the operating margin climbing by 140 basis points to a record 32 percent.

In addition, cloud revenue rose by 24 percent to $500 million, exceeding $2BN in ARR, which the CEO claimed was the “highest cloud growth on the largest cloud revenue base in our industry.

Our scale and superior platform architecture continues to drive outstanding profitability. The number speaks volume.

More News from NICE

Back in October, NICE introduced new features for its CXone Mpower platform to enhance its AI capabilities.

The updated solution now offers automation across the entire customer service journey, allowing businesses to design, build, and manage every aspect of customer interactions for a fully automated, end-to-end experience.

Yet, that doesn’t mean every CCaaS migration is a resounding success. They’re often not.

Many cloud transformations suffer from budget constraints, cumbersome workloads, and regulatory challenges.

However, there are several other pitfalls, some relating directly to the CCaaS provider. That is causing a wave of cloud contact centers to switch vendors, a trend that Zeus Kerravala, Principal Analyst at ZK Research, recently pegged on his YouTube channel.

“Historically, when looking at who’s buying CCaaS, it was primarily the small to mid-market segments moving away from on-premise systems,” he said. “But, we’re now seeing a lot of cloud-to-cloud migrations, which is intriguing.

With the conclusion of many three-or four-year COVID contracts, companies are reassessing their vendors.

As this trend continues and several CCaaS vendors struggle to secure renewals, it’s time to face the following five uncomfortable truths.

1. Sweetheart Deals Could Never Last

As Kerravala noted, many “COVID contracts” have recently come up for renewal. Many of those were “sweetheart deals”, designed to attract subscribers at a time when companies rushed to the cloud to simplify remote working.

But, now those deals have expired, vendors will look to bring customers onto their normal pricing plan or – at least – upsell many new features.

In many cases, that will evoke significant soul searching, especially amongst contact centers that accelerated their CCaaS switch out of necessity and didn’t commit to their usual due diligence.

Indeed, more contact center directors – and their CIOs – will ask themselves: are we getting the best possible value and ROI?

2. Inflexible Pricing Hikes Should Have Taken a Hike

In CCaaS, contact centers pay for a particular number of seats. That number of seats typically rises over time as deployments widen, with mandatory increases in seat numbers.

However, CCaaS migrations often stall, and contact centers don’t always hit those numbers.

Some vendors may offer more flexibility to meet customers where they are. But others will argue: “Sorry, it’s in the contract.”

Technically, they are well within their right to do so. But, when renewal time comes along, some customers may well hold a grudge.

3. Vendor Lock-Ins Broke Relationships

There are several ways that SaaS tech providers lock businesses into contracts, and – when they can finally wriggle free from these – customers rarely look back.

Perhaps the most common method in CCaaS is for the vendor to attach calling plans to their contracts, so the customer ends up giving their telephone numbers to them.

After, customers often realize they could have negotiated a better deal with the carrier, which may grind their gears.

Yet, more annoyingly, they lose the ability to port their numbers autonomously, restricting their ability to test new solutions. As such, they’re stuck with the CCaaS vendor until the calling contract ends.

While there are short-term gains for CCaaS providers, this is a surefire way to lose customers over time and trash their reputations.

4. Steady Expansion Unraveled without Shrewd Reporting

Many CCaaS platforms are simple to scale. As a result, customers can add an AI feature here and a new module there without realizing that costs have spiraled.

Then, one day, the CFO is standing in the doorway with a big frown on their face, asking: how much are we spending on the contact center?!

Many operations can justify that number. But, without shrewd reporting and cost analysis, those costs may eventually prove difficult to validate and cause customers to reconsider their contracts.

Of course, those “layer cake” pricing models can work well. Nevertheless, vendors that follow this approach should offer more prescriptive reporting tools and advice to avoid this common scenario.

5. Radio Silence Killed the CCaaS Vendor

The reasons for shifting CCaaS providers aren’t always so sinister. For instance, sometimes the vendor just hasn’t evolved with the customer, leaving notable feature and integration gaps.

For vendors, making these considerations is critical. After all, in the cloud technology world, customers want tech partners that will work with them over the long term, not just deploy something and disappear.

That’s especially the case in contact centers, where technology is never static. It requires constant improvement to optimize performance.

If customers aren’t receiving that ongoing support – and the roadmap doesn’t contain features, integrations, and updates that matter to them – they will seek new partners to provide it.

A Little Too Close to Home? Consider Zoom

Many customer experience and IT directors cite these issues as motivation to shift vendors.

However, as AI promises to bring seismic change to the industry, these stakeholders must get their CCaaS partnerships right this time around.

Many will consider Zoom, the provider that identified these shortcomings, before launching its new-wave CCaaS platform in 2022.

Without baggage, it’s helping contact centers migrate from older, monolithic CCaaS solutions to a cloud-native, AI-first offering.

Indeed, four of its top ten CCaaS deals last quarter saw the enterprise communications giant transition customers from competitor solutions instead of on-premise systems.

To learn more about why Zoom is proving an attractive CCaaS alternative, check out our webinar: The Contact Center Evolution

Alternatively, deep dive into the Zoom Contact Center by visiting Zoom.

The move comes after CX Today shared rumors of a potential acquisition in July.

While NICE is yet to make an official announcement, Playvox also posted the following statement on LinkedIn and X.

A formal announcement from NICE is likely in the works, as the CCaaS and workforce engagement management (WEM) stalwart hasn’t yet responded to CX Today’s request for comment.

When that announcement comes, NICE will take over one of its most prominent competitors in the WEM market.

Indeed, Playvox has gained a significant market presence over the past decade, especially after its 2021 acquisition of Agyle Time, the workforce management (WFM) provider.

Alongside that WFM software, Playvox offers quality assurance (QA), coaching, and gamification solutions.

Of course, NICE already has all this, so some may raise an eyebrow at the news. However, beyond bolstering its portfolio, the acquisition benefits NICE in several ways.

Why Is NICE Moving for Playvox?

First, consider the state of the WEM space. While there are a couple of exciting entrants, NICE has three chief global competitors: Playvox, Calabrio, and Verint.

By taking over one of those rivals, NICE can strengthen its grip on the space.

Moreover, it’s fascinating to consider that of its rivals, Playvox perhaps has the closest partnership with CRM leader Salesforce.

As demand for CRM-WEM integrations rises and many organizations leverage Salesforce Service Cloud as their central contact center platform, this move may allow NICE to benefit from that trend.

Moreover, as those Service Cloud businesses scale, they may wish to add NICE telephony, journey orchestration, and sector-specific solutions.

Such expansion options come alongside new WEM capabilities, as NICE offers several WEM features Playvox doesn’t, including conversational QA and True to Interval (TTI) analytics.

Also, it’s critical to note that many of Playvox’s other customers will still have on-premise contact centers. After all, shifting from spreadsheets and an Erlang Calculator to a cloud solution is much simpler than a full-scale CCaaS migration.

As a result, NICE can promote its CCaaS offerings to these businesses and offer a significant differentiator: CCaaS and advanced WEM convergence.

Finally, it’s worth noting that the acquisition offers NICE a chance to bolster its short-term earnings, with Playvox reportedly achieving approximately $75MN in annual revenues.

As NICE can cut out much of the costs of serving customers – leveraging its significant global reach – the vendor may achieve that bottom line more economically.

The Workforce Engagement Management (WEM) Space Is Heating Up

NICE’s takeover of Playvox comes at an exciting time in the space, with Alvaria and Zendesk throwing their hats into the WEM ring with standalone solutions earlier this year.

Alvaria made its move in September, spinning out a WEM offering from its CCaaS platform and naming it “Aspect” to revive a brand synonymous with the contact center industry.

While many other CCaaS vendors also have native WEM suites, Alvaria is one of few that can get close to the depth of NICE’s offering.

Meanwhile, Zendesk has pieced together a broad WEM offering following its acquisitions of Tymeshift and Klaus, the WFM and performance management software providers.

Will either of the brands come close to achieving NICE’s market presence in the WEM market? It’s unlikely.

However, their moves enable market diversification, which – in the long run – may aid faster innovation in an underserved subset of CX tech.

With many contact centers still leveraging Erlang Calculators for resource planning and spreadsheets for QA, there is significant room for such innovation and improvements within contact center WEM.

Watch on YouTube

CX Today’s Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud.

In this conversation we cover:

• The reasons enterprises stay on-prem or move to the cloud
• The challenges of moving to CCaaS and what companies can expect from it, including pitfalls
• Top tips on starting the journey

Learn more about the Puzzel CX Ecosystem by visiting their website.

Check out our recent article on CCaaS migration tips here.

Thanks for watching. If you’d like more content like this, don’t forget to SUBSCRIBE to our channel.

You can also join the conversation on our X and LinkedIn pages.

Heaping praise on the solution, one NICE exec referred to it as the “Holy Grail” of CX.

Yet, that messaging is a little confusing. After all, the announcement actually marks the bundling of NICE CXone and Enlighten, the vendor’s AI suite.

That’s it. There’s no new platform for CX nerds like me to drool over; it’s a new offering.

The bundle will cost $249 per agent per month, pairing the full capabilities of CXone with Enlighten, NICE’s AI platform, which includes Enlighten Actions, Autopilot, and Copilot.

Enlighten XM is another notable feature, as that’s what makes the offering “CX-aware”.

The XM solution – added to the Enlighten platform in March – helps integrate conversation data, metadata, and analytics from the contact center ecosystem.

With this, service teams may better understand each customer’s journey and preferences, allowing them to build better customer profiles.

Moreover, it enables businesses to create a unique memory graph for each customer. That memory graph informs the LLM behind each contact center GenAI use case to bolster and personalize its outputs.

By pulling this solution into the fold, NICE underlines its prowess and contact center innovation.

Yet, the contact center is only one part of the customer experience, and – for most brands – their CCaaS offering isn’t their central CX solution.

As Simon Harrison, Founder & CEO of Actionary, says in an upcoming BIG CX News Update:

CCaaS is a technology that the c-suite wishes it never needed to buy, staff wish they never had to engage with, and customers wish they never had to use.

In this sense, labeling a CCaaS offering – albeit a highly proficient one – as the “Holy Grail of CX” is perhaps a little misleading. Similarly, branding Mpower as a “platform” when it’s a bundle is confusing.

Nevertheless, NICE is excellent at delivering CCaaS technology. Just read the relevant Gartner Magic Quadrant or Forrester Wave reports.

Moreover, NICE Mpower will support contact centers in simplifying their CCaaS and AI expenditures.

In hindsight, that’s perhaps a more compelling message to share with the C-suites that NICE wants to engage with.

NICE Is Addressing the CCaaS Pricing Challenge

Until now, NICE offered six packages for CXone. Its most comprehensive – the “Complete Suite” – costs $209 per agent per month.

Yet, users of that suite may have also leveraged elements of Enlighten à la carte, pushing up prices even higher.

The problem with this à la carte model is that many contact centers – every so often – add a new AI feature to their operations. After three or four additions, prices surge and CIOs despair about how much they’re paying for a CCaaS offering.

Thankfully, MPower can simplify AI procurement and make the costs much more predictable.

That said, alongside the $249 per agent per seat pricing plan for Mpower, there is an additional usage-based charge for every Autopilot or Copilot session.

Nevertheless, the pricing model still promises greater cost predictability for contact centers.

With this new model, NICE follows in the footsteps of fellow its CCaaS stalwart Genesys, which recently released a token-based AI pricing strategy.

Making this observation, Rebecca Wetteman, CEO & Principal Analyst at Valoir, stated:

All these folks are looking at: how do I bundle this packaging so I can get people to try AI, without tying it to agents in seats?

“After all, those seats aren’t going to drive the volume of workflows moving forward.”

As such, NICE is getting ahead of the curve, ensuring not only cost predictability for customers but also sustainability for its business.

Expect many more similar pricing plans from other CCaaS providers in the coming months, with this AI pricing conversation still in its infancy.

The Potential Problem: Are Contact Centers Ready?

NICE has earned its reputation as a CCaaS visionary and leader. That’s again evident in the Enlighten XM element of the Mpower offering, alongside the new pricing strategy.

The potential problem with this release is that most enterprise contact centers are far behind NICE’s innovation curve.

Now, that’s not always the case. For an organization with the available data, access, and people ready to embrace the operational AND cultural shift of CCaaS, NICE Mpower may be the best-placed solution.

As Liz Miller, VP & Principal Analyst at Constellation Research, said: “When that perfect storm happens, it’s a solid platform to put those hopes and dreams on.”

However, she caveated that by stating:

I think the challenge is that a lot of customers aren’t ready for that dream.

Indeed, NICE reportedly wishes to attract companies making a “complete transformation”, targeting legacy buyers with numerous poorly integrated contact center systems.

Yet, there’s a chasm there. These legacy contact centers may want to undertake that dream transformation, but – still on premise – they haven’t yet figured out the fundamentals of contact center data management discussed for 20+ years.

Some may have tried specific AI tools as an experiment three to five years ago but have kept their use in isolation, relying on makeshift hybrid environments.

“It’s this disillusionment around cost, AI, and consumption going into this weird hybrid stagnation where we don’t ever realize the goodness of what’s about to happen,” summarized Miller.

As such, NICE may wish to expand its messaging from selling “Holy Grails” and the CCaaS dream to supporting clients in getting there.

Where Will NICE Go Next?

To switch its focus from the CCaaS dream to the CCaaS journey, NICE may de-emphasize “platform” and shift the focus to “suite”.

Look into the broader cloud CX space; many vendors – from Oracle to SAP – have made that shift. Yet, that’s not the case for many of the leading CCaaS providers.

As Miller stated: “In CCaaS, everyone seems to be going back to this idea of: “We’ve done the plumbing for you, ergo, you just want to buy the whole thing that drops in, and it’s perfect.” [Yet,] when was the last time anyone said that working in the cloud?”

Indeed, a CCaaS migration that allows the contact center to become a key cog within the customer experience ecosystem comes with a lot of burden. There’s no one-size-fits-all answer.

Now, CCaaS vendors – including NICE – must go further to take such burden away from customers.

Sharing an example of how they may do so, Harrison suggests evolving the relationship between CCaaS and CRM platforms. He said:

I want to hear not just about how CCaaS vendors are integrating with CRM applications, but I also want to hear about how they’re obsessed with taking on the burden of making sure businesses realize the combinatorial benefits of the two and AI.

NICE’s competitors are taking such steps. AWS, Five9, and Genesys are co-innovating with Salesforce. Meanwhile, NICE hasn’t updated its Salesforce-related offerings since 2019.

Beyond Salesforce, Genesys also recently announced a combined offering with ServiceNow.

Taking similar steps to establish the role of CCaaS within the broader CX ecosystem seems a critical next step for NICE – as perhaps is increasing its focus on the “suite”, composability, and orchestration.

The Bottom Line: NICE Is a CCaaS Powerhouse, But the Jargon Is Jarring

NICE is a powerhouse of CCaaS innovation. Practically any industry report will verify that.

Meanwhile, the vendor often receives glowing customer reviews, with NICE leading the way in the recent Gartner Peer Insights “Voice of the Customer” for CCaaS report.

Yet, the hyperbole behind this announcement distracts from its substance.

After all, while NICE Mpower is a significant release from a pricing perspective, it’s a new CCaaS bundle. It’s not the “Holy Grail” of customer experience.

Others have picked up on this jarring jargon, as the following LinkedIn post highlights.

And, while such posts may seem harsh, more clear-cut messaging could be oh-so helpful as businesses navigate the complexity of CCaaS migrations, AI pricing, and orchestration.

That message extends beyond NICE, too. As Wetteman concluded:

Alongside “Holy Grail”, I always get alarm bells with terms such as “first and only”, which means they either don’t know the market or there’s not a market.

While that’s perhaps not always the case, as CX vendors increasingly use these terms, getting under the hood of their solutions will only become more difficult.

Capture more insights from Simon, Rebecca, and Liz on Mpower and much more as they join Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research, Martin Schneider, Head of Research at Annuitas Research, and myself on an upcoming episode of our CX BIG News Update. 

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