First, some perspective: No $20 billion industry changes quickly. Yes, a growing fraction of call center seats are switching to cloud-based offerings. But Avaya, Cisco, and Genesys are still going to sell hundreds of millions of dollars worth of on-premise call center equipment this quarter (and for many quarters after that). Heck, there are still 300,000 Nortel-era CS1000’s powering 40 million phones out there. So there’s a lot of momentum to overcome.
As the cloud transition enters its second decade, we’ve grown comfortable with a modest pace of change. We expect vendors to gently sunset their on-premise products as the cloud alternatives shuffle forward. That cloud transition, once the great disruptor, is itself getting disrupted. Expect the pace to pick up. It’s a new era.