Contact Centers Offering Cloud or Hybrid Options Will Have the Edge over Competitors in the EMEA Market, Frost & Sullivan Finds

New analysis from Frost & Sullivan finds that consumer preference for self-education and self-help, coupled with the prolific way they broadcast thoughts, ideas, compliments and complaints about brands on social media, is forcing a sea change within the contact center industry. Vendors and end users alike are adapting to new interaction channels that provide richer [...]