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Chasing Metrics Across Disconnect Platforms

  • Sep 17
  • 1 min read

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Enterprise leaders are tired of chasing metrics across disconnected platforms.


ISG’s latest research confirms a shift: CX software is becoming less about categories and more about outcomes. Vendors are beginning to align contact center, CRM, journey mapping, and analytics into platforms that support decision-making across the organization.


The goal isn’t more visibility. The goal is clarity.


When systems connect, leaders stop reacting to fragmented data and start acting with intention. This is where automated insights, real-time sentiment, and operational efficiency converge.


The report also shows where major players stand. But the real question is how companies will build systems that elevate performance instead of just tracking it. 



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