By now, it should be obvious to any business that if you aren’t offering a high-quality digital service, you’re nowhere. In the last couple of years, the race to digitisation has been the driving force for many investments, not just in the contact centre industry, but across all sectors.
But the challenge for many firms is that ripping up and replacing longstanding legacy systems can be a hugely costly and complicated process. What’s more, it’s difficult to predict exactly what solutions will be needed for the years to come. Given the fast pace of change in recent years, it’s not...
