The Contact Centre industry is undergoing a tectonic shift. The shift to cloud is upending the dominance of hitherto vendor market share and technological roadmaps.
Cloud CAGR will be estimated at 25% p.a. through 2024 and already next year it is expected that the Cloud Contact Centre market will exceed the comparable premise one. This shift also points towards a wider array of choices for companies as they look to leverage the scale and agility of Cloud platforms.