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ContactCenter solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contactcentersoftware was On-Premise based and highly fragmented. She is a long-time CCNG member, Town Hall facilitator, and blog contributor.
Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contactcentersoftware offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud.
Over the last 20 years, the Internet has allowed companies to outsource or offshore their contactcenters overseas. Now, AI is shaping how contactcenters operate. Contactcenters are becoming more responsive and efficient, and they're providing elastic customer service for the first time.
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