Analytics Big data Call center experience Self service 
Fonolo
NOVEMBER 17, 2020
Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Social Media ?
Dialer 360
DECEMBER 14, 2018
It will erode the success of call center operations. Business is getting deeper into predictive analytics by using AI applications. This is to help streamline call center experience for customer and reps. Usually, the expectation as early to adopts to continue honing AI applications for call routing.
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