For years, contact center, and then CCaaS, vendors have shouted the message loud and clear, “voice is not dead.” Even in the past three years, this site has run articles from practitioners who say that voice is still the preferred channel for the customer experience. Well, it is more than time for all of us to admit that the decline in voice traffic into contact centers has begun.
I hear the naysayers among you saying that the death of voice has been heralded for years now. Yes, but now the data increasingly supports the hypothesis, especially in specific demographic groups.
