The cloud has radically transformed the call center industry. The shift, now firmly in its second decade, is accepted as conventional wisdom. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers. It seems companies are fearful of touting any non-cloud successes because the knee-jerk reaction is to label that as anti-progress.
What is the reality on the ground? Are we accelerating towards an all-cloud world? Or reaching a steady-state balance between cloud and premise? Unfortunately, it’s hard to get clear data. Let’s take a look at what data we do have.
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.
When it comes to the contact center and customer service space, two analyst firms dominate the landscape of thought leadership: Gartner and Forrester. Let’s compare side-by-side what they say about some of the leading issues of the day.
As we continue to gain momentum with new wins, we’re equally proud of some of the press coverage we’ve been receiving. Recently, 
It’s no surprise that customers will ditch a company when their service is not up to par. Yet, ‘three in ten (29%) consumers think that ‘businesses’ attitudes towards 
