Happy New Year! As I contemplate what 2023 portends from a contact center and customer experience perspective, reflecting on the highlights of 2022 is in order. In the past twelve months, three industry developments occurred that will shape how vendors and customers approach the contact center in the year ahead, which I’ll explore in detail below.
1. Migration to the Cloud: Beyond Innovators
How can migration to the cloud possibly be news I hear you say? Digging into the No Jitter archives, I found that 14 years ago I was writing about the still-nascent software-as-a-service market for contact center solutions, discussing offers from Interactive Intelligence, Cosmocom, and LiveOps.
