The contact centre market has always moved in cycles as technology allowed it to, from the days of Siemens, Nortel and Avaya owning the market, where ACD and reporting was ‘cutting edge’ to Cisco, Mitel and Genesys offering data (email) integration to the already established voice platforms, but what now…
Times are rapidly changing…. Today’s market is a very different place. There are some of these legacy players, but there are some new entrants on the block, 8X8 are making huge headway, Five9, Talkdesk, NICE InContact are all gaining a share of the market while forcing rapid change with great innovative offerings. We had a client recently who wanted a procurement asking ten different manufacturers to bid – a clear statement that the marketplace is diverse and full of offerings for businesses looking for a contact centre.