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--- vendors:contactcentre:the_future_of_contact_centre [2021/09/28 10:03] – created gerardorourke
+++ vendors:contactcentre:the_future_of_contact_centre [2021/09/28 10:07] (current) – gerardorourke
@@ Line 1: / Line 1: @@
 ====== The Future of Contact Centre ======
-Contact Centre Trends
+===== Contact Centre Trends =====
   *Working Remotely - High Percentage of agents now working remotely
     *Softphones
@@ Line 14: / Line 14: @@
     *No longer just Web Chat but:
     *Customers can use multiple messaging apps to connect to the contact centre
-      *	Whatsapp,
+      *	Whatsapp
-      *	Facebook Messenger,
+      *	Facebook Messenger
-      *	SMS,
+      *	SMS
       *	Direct Message Twitter
       *	etc.
   *Contact Centre - Move to the Cloud - Benefit from complex cloud integrations, ability to scale up / down quickly, remote agent capability built in.
+==== Reference ====
+  *https://blogs.cisco.com/collaboration/cisco-brings-the-power-of-the-cloud-and-ai-to-contact-centers-with-release-12-5
+  *https://www.ringcentral.com/us/en/blog/key-contact-center-trends-for-2021/
+  *https://www.genesys.com/blog/post/7-contact-centers-trends-for-2021
+  *https://callminer.com/blog/25-call-center-technology-trends-to-watch-in-2021
+  *https://cloud.google.com/dialogflow
+  *https://cloud.google.com/solutions/contact-center
+  *https://inthecloud.withgoogle.com/forrester-tei-report/dl-cd.html