Why Covid-19 is a Watershed Moment for the Contact Center

15/06/2020


Employing an estimated 1.2 million people in the UK, the contact center industry is a major economic contributor. The Covid-19 pandemic has sparked a seismic shift in its operating model as social distancing and home-working requirements, combined with surges in contact volumes to entities such as healthcare providers, tax authorities and airlines, have placed them under severe strain.

The pandemic has been a catalyst for growing numbers of private and public sector organizations to move from highly centralized contact center operations to a distributed cloud-based CCaaS (contact center as a service) model.

Last year global Gartner forecast that CCaaS would be the preferred adoption strategy for 50% of contact centers by 2022 — a five-fold increase from 2019. That forecast now appears conservative as the crisis looks to have accelerated adoption, perhaps threefold, marking a watershed moment.

In this article in Information Age, Sean Taylor, Global CEO at Content Guru, discusses the benefits of a CCaaS solution, and the changes which are triggering many organizations to make the move to cloud.

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