The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center.
Compared to other enterprise software, the transition to cloud has been a difficult road for the call center. There were some good reasons for this: the lack of sufficient or reliable bandwidth for voice, the real-time demands of call handling, the mission-critical nature of many call centers. But there was also some foot-dragging by industry incumbents who had a comfortable market position and a stream of maintenance revenue to protect.
Since none of that seems to be a barrier anymore, it certainly feels like the on-premise call center is soon to be extinct. Continue reading