Digital transformation, digitalization, call it what you will, but the trend toward smarter, more nimble business enabled by technology is real. The trend spans industries, and the leaders of these industries are transforming nearly all aspects of their businesses — and disrupting the competition.
The shift to the cloud that is happening in the contact center software market is very similar to what has already happened in the customer relationship management (CRM) market. With each passing year, just as in the CRM market, that proportion will rise as companies increasingly choose cloud over premises-based solutions for their upgrades and expansions.