Contact centers as we know them today were designed and deployed at scale in the 1960s,1 and the management models, governance models, and standards that defined them are still alive and well today. We call this Contact Center 1.0. Вut the foundation for customer engagement in sales, service, and support for more than 60 years is in serious need of modernization and reinvention.
Contact Center 2.0: The Rise of Collaborative Contact Centers
