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Contact Center Trends 2021: The CX Watershed

Fonolo

2) The Cloud Will Reign Supreme. The Cloud Contact Center is predicted to become the number one platform of choice for many businesses in 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Big Data is Getting Bigger.

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Why you need guardrails for your contact center

Cisco - Contact Center

The digital and AI revolution is underway and on track to bring extensive changes to all aspects of business, especially the contact center. As with the automobile, speed for competitive advantage using big data and customer behavioral insights are used to improve decisions.