It’s been an action-packed few weeks in the contact center industry. Recent announcements from Twilio, Vonage and Amazon are worth a closer look because I think they outline an important shift in the industry.
For the last decade, the dominant tension in the call center world has been between the “old way”: buying equipment via up-front payment plus maintenance contracts; and the “new way”: buying a cloud service via monthly subscription. Premise vs. Cloud. CapEx vs OpEx. It was an easy battle to understand, in part because the parallels with battles in other areas of enterprise software. But now there’s a “new new way”.