The contact center industry is facing rapid and intensive change. This is driven by evolving enterprise buying behaviors and technological demands for new working models, coupled with business demands for higher customer satisfaction.
Adoption of digital customer experience services has significantly grown over the last two years, in tandem with the reality of the new hybrid working model, and a large part of the contact center (and other) workforce continues to work from home. As this becomes the new norm, companies are now looking to adopt cloud contact centers to enable work from home on an ongoing basis.