Contact Centers worldwide are undergoing fundamental changes. They must handle multichannel communications across voice, email, web chat, text, and, with the advent of social media, new communications channels like Twitter and Facebook. Customers expect increasingly personalized, and efficient, interactions, while the prevalence of mobile communications brings both urgency and opportunity. Many enterprises are finding that the contact center, properly optimized, can evolve into a truly strategic asset that makes a vital contribution to achieving critical organizational goals. This paper discusses the impact of cloud computing, the rapid consumerization of IT and the emergence of social media in driving the transition from traditional on-premises call centers to a superior model, the cloud contact center.
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