Today’s cloud-based call centers are increasingly built on top of platforms created by Amazon and Twilio. That includes newcomers like TalkDesk and Serenova, legacy vendors like Avaya and Genesys and companies from adjacent sectors expanding into call center like ZenDesk. For better or worse, this “stack” is going to define the contours of the next generation of call center. That raises a lot questions and suggests some predictions too.
Is this ultimately going to help or hinder innovation? Raise or lower prices? What should we make of the fact that both platforms are now offering their own call centers (Amazon with “Connect” and Twilio with “Flex”)? Is that a caution against building on top of platforms that may end up competing with you, or is this simply the new reality of the software universe?