2020 Analytics Multichannel Wireless 
Calabrio
JANUARY 6, 2016
By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated.
RichCall
SEPTEMBER 13, 2017
ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. ABI Research found that by 2020, more than 50 billion additional devices will be wirelessly connect increasing the IoT.
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