
2017 has been a year of major changes in the contact center market. There have been more acquisitions than in any year I can remember. There have also been more partnerships announced, which have at least in part been enabled by the advance of cloud-based systems. The move to the cloud has continued apace, along with the addition of new capabilities that allow employees to access systems from...
Read MoreTopics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization