The cloud has radically transformed the call center industry. This shift, now chugging along into its second decade, has been well covered and is no longer surprising.

Imagine if someone from this industry time-traveled to 2018 from, say, 5 years ago. (Admittedly, not a great pitch for a sci-fi movie.) To him, the growing number of agent seats served from the cloud would be quite expected. But what would be unexpected is the new power centers created by that shift. Two companies, neither of which would be top-of-mind for our time traveler, have grabbed strategic territory in the new ecosystem, and they seem poised to dominate even further. Continue reading →