Why the convergence of contact centres, AI & Automation and CRM matters


Traditionally customer engagement technologies have been largely polarised – you’ve either been a CRM-led customer engagement operation with a largely silo-ed contact centre, a dedicated service desk style operation, or more contact centre focused with basic screen pop links or advisors left to source data manually.

Why the convergence of contact centres, AI & Automation and CRM matters

But today’s CX teams can no longer afford to remain isolated in their contact centre, service desk or CRM camps. The pressure for brands to differentiate via their customer experience makes any CX technology decisions taken now even more important. That’s why it’s essential that organisations move quickly to align their technologies so that they’re able to provide a unified, end-to-end customer engagement experience.

As the lines between contact centres, CRM and AI & Automation blur, there’s a great opportunity for brands to build and deploy the kind of customer engagement ‘sweet spot’ that can really help to differentiate their customer experience.


Sabio Group is an ideal partner for organisations looking to transform their customer journeys. With customer experience at the core, we are uniquely positioned to help organisations take full advantage of Contact Centre, AI & Automation and Salesforce Service Cloud CRM technologies. We can support brands looking to take advantage of the latest converged CX technology capabilities through;

  • Providing Contact Centre Expertise
  • Delivering Effective AI & Automation
  • CRM Customer Engagement

Find out more. Download the White Paper: Why the convergence of contact centres, AI & Automation and CRM matters

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