COVID-19 has accelerated the reallocation of contact center spending from on-prem to cloud. Cloud contact center spend expectations for full-year 2020 have escalated from 18% YoY to 20% YoY since the crisis,
This report addresses the impact of COVID-19 and mass work-from-home on cloud contact center projects and adoption.
My utilization of BWG has certainly picked up during this period. You continue to do a great job with your value-add more apparent than ever in volatile times.