The CCaaS Paradox: How JTBD Reveals Why Billions in Tech Don't Deliver Value (And How to Fix It)

Unlock Real ROI by Focusing on Customer, Agent, and Business Outcomes – Not Just Features.

Table of Contents

• Introduction: The CCaaS Paradox

• Deconstructing the "Contact Center" Job

• Why Current CCaaS Falls Short (The JTBD Critique)

• A Novel JTBD Strategy for CCaaS

  • Step 1: Define the Core Functional and Experiential Jobs

  • Step 2: Uncover Unmet Outcomes

  • Step 3: Innovate Around Outcomes, Not Features

• The Future CCaaS: Outcome-Driven, Abstracted, Intelligent