Fonolo

NOVEMBER 21, 2017

Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. billion is probably the largest ever transaction in the call center industry.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Fonolo

NOVEMBER 1, 2017

The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center. One day, an on-premise call center may seem as quaint as a rotary-dial telephone.

Call Center 138

Call Center Abandon rate Contact Center Enterprise 138

Fonolo

AUGUST 28, 2018

We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. What’s Inside: Lower Abandon Rate.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65