2021: The Year of the Omnichannel Cloud Contact Centre

As this unprecedented year draws to a close, there is no time like the present to look back at how the events of 2020 have affected massive changes across the contact centre industry and what these developments mean for the year to come. Certainly, the mass increase in remote working and the need for the customer service industry to rapidly become more digital, practically overnight, has likely changed the industry irrevocably going forward.

Indeed, the effects of the Covid-19 pandemic have accelerated numerous customer and contact centre behaviours and as we begin our festive (albeit restricted) celebrations, it’s time to take a look at what’s in store for 2021.

  • The rise of omnichannel
  • Cloud contact centres are the future
  • Personalised engagement
  • Onward and upward

For more information about an omnichannel cloud contact centre, please contact us.

A headshot of Craig Farley

Craig Farley
Head of Consulting


This article originally featured on

Post Categories:

Articles | Cloud | Contact Centres | Omnichannel