IDC Report - Maintaining Continuous Innovation in Customer Experience: Contact Center DevOps | Provided by Cyara

With the world in a constant state of flux due to the ongoing pandemic, more people are relying on connections that take place through digital channels and contact centers. This switch from in-person to contactless interactions has forced companies to re-evaluate where they are in their digital transformation journeys.

To maintain a competitive advantage, organizations need to adopt DevOps methodologies in the contact centers and evaluate existing practices to ensure they align with current customer experience trends.

In this report, IDC analysts explore the importance of DevOps in today’s cloud environment, as well as answers to questions such as:

  • How does digital transformation (DX) enable a great customer experience (CX) for contact centers?
  • How do organizations get started with adopting DevOps methodologies?
  • What value does continuous end-to-end testing provide for contact centers?



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