2019 saw the continued growth of asynchronous digital channels like SMS for consumer communications. In 2020, the data will be bigger, the number of smartphones in use will be greater, and the opportunities for brands to seize this trend will continue up and to the right.
As we well know, the rapid pace of change that technology brings with it means what's seen as innovative today will be status quo tomorrow. In the case of contact center software developments, there's a lot to look forward to.
In this infographic, we present how the advancements made in 2019 are driving real and lasting changes in call centers for 2020.
