It’s been a while since we did a report round-up post. It’s not for lack of material! Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. The steady pace of industry news has simply made it hard to find a quiet week to slip in a post like this.
Below are four reports that we think are worth your time. Thanks, as always, to the companies that sponsor these reports. The availability of this information helps the whole industry become more innovative.
By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. It features a sparkling new sci-fi theme that helps to keep the pages turning.
We have 17 gifts for you today, or rather, 17 intriguing facts about call centers!
This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. Plus, we already published 
HOLD EVERYTHING: The results are in.
It’s been a big year for Avaya, probably the most important 12-month period in the company’s long, storied existence. In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus.
Some quick history: 10 years ago, I attended a conference called Emerging Communications (eComm). It was an eccentric and inspiring collection of people focussed on the next chapter of voice and telecom technology. (It came on the heels of the “Voice 2.0” movement but with a broader vision.) The shared vision there was that a wave of innovation was coming because communication functionality would soon be as easy to access as web functionality (I’ll circle back to “the vision” at the end of this post).
