Looking back, 2014 turned out to be a breakthrough year for cloud contact centers. According to Frost & Sullivan, half of all contact centers in North America use some type of hosted/cloud solution today – and this number is predicted to rise to 90% by 2016. Wow!
As we kick off the new year here in 2015, we recently caught up with Genesys EVP of Product & Solution Strategy Merijn te Booij to get his view on the state of cloud contact center solutions.
Q: What&rsquo....