The State of the Modern Contact Center

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Cloud computing has had a tremendous impact on the contact center, and it started sooner than you might realize. A chief reason for moving to the cloud is the ability to scale – not just the number of seats in the contact center, but the entire contact center operation. This sort of scalability is a driving force for many, when it comes to deploying cloud contact center technology. And, in contrast to what some may tell you, it can be secured, and hybrid deployments are possible.


Esteban Kolsky, the principal and founder of ThinkJar, an advisory and research firm focused on customer strategies, speaks to these issues. Esteban has more than 25 years of experience in customer service and CRM consulting, research, and advisory services. Learn what Esteban has to about the state, and the future, of the modern enterprise contact center.

  • How will cloud computing mature in large companies?
  • What was the evolution of cloud computing in the enterprise?
  • How does scalability improve in the cloud?
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