These 8 Technologies Are Transforming the Contact Center: The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.

The article outlines the eight technologies that are driving contact center innovations. Topics include the impact of a cloud-based contact center infrastructure on the dynamics of the market, the potential of mobility to enhance the service experience of both recipients and providers, and self-service as the preferred channel for Millennials. Also mentioned are knowledge management (KM), voice biometrics and gamification.