It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new pricing model, based on pure consumption, seems to be emerging. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. In short, there’s a lot going on!
The only way to keep up, is to rely on other folks to dive deep into each topic. Fortunately, we have many such people in our industry producing excellent content. Below are some of the reports that we have found most interesting. (You should also check out, 4 Contact Center Reports to Start Off Your Year.)