Top 5 Contact Center Trends for 2018
In the realm of contact centers, technology trends are moving at a lightning-fast pace. What was innovative five years ago has become undeniably outdated and inefficient. There also has been significant upheaval within the contact center industry. For some vendors, strategic acquisitions have jumpstarted innovation, particularly in the areas of cloud technology, artificial intelligence and machine learning. Others are struggling with financial uncertainty and lag in their ability to keep up with rapidly evolving customer expectations. This makes it challenging to stay abreast of the latest and greatest solutions and strategies driving today’s and tomorrow’s customer experience. To help you prepare for what’s ahead in 2018, we’ve created a list of five contact center technology (CCT) trends to prepare for.
Trend #1: Continued Migration to the Cloud
The ongoing shift to cloud technology will continue and expand. Many businesses now face the reality that their on-premise, voice-centric contact center system limits their ability to operate from multiple locations and manage a growing number of communication channels. With customers expecting…Read the full article