As cloud technology continues to disrupt businesses of all sizes and industries worldwide, the contact center communications market remains a bit behind. This is a typical trend that has been historically seen in this space. Of the 14.5 million call centers around the world, over 90 percent are still powered by premises-based technologies (CMSWire
). As customers increasingly seek service in a growing number of digital channels — including video, social, messaging apps, and chat — not all traditional solutions have the agility to keep up because they’ve been optimized for voice interactions.