2014 Cloud contact Customer Experience Interactive Voice Response 
Fonolo
NOVEMBER 17, 2020
To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.
Vonage
JANUARY 30, 2019
Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. AI & Contact Centres. Regardless of how this is technically enabled, having the vision and insistence on achieving effective integration that supports low effort, personalised customer outcomes increasingly matters.
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