The contact center market is undergoing a seismic shift as more enterprises look to move their on-premises contact centers to a public, cloud-hosted environment. Driving this decision is the decreasing lifetime value of customers coined by their demand for more personalized, omnichannel, self-serve experiences and new players challenging the incumbent base with smarter technologies. The COVID-19 pandemic demanded a change in agent work policies and dramatically accelerated the journey of businesses to the cloud.
