16 CCaaS Influencers You Need to Follow in 2022
Over the past two years, contact centers have undergone an incredible transformation, accelerated by the move from 69% of agents working in a physical office setting in 2020 to 64% working remotely in 2021, according to 8x8’s State of the Contact Center Report.
In 2022, with the expectation of a permanent hybrid work environment for most organizations, the cloud and Contact Center as a Service (CCaaS) solutions have never been more necessary. In its Forecast Analysis Contact Center, Worldwide 2021, Gartner estimates that the number of cloud contact center agents will outnumber their premises-based counterparts by the year 2024 (9.2M cloud versus 7.2M on-premises). In addition, Gartner warns that on-premises contact centers will increasingly become technologically inferior compared to their cloud counterparts, resulting in a −12.5% CAGR for on-premises contact center agents.
To stay in the know about cloud contact center innovation in 2022, we’ve curated a list of industry analysts and subject matter experts with more than 2,000 followers on Twitter who frequently tweet about Contact Center as a Service using the hashtag #CCaaS. Listed here in alphabetical order, we’ve included links to their Twitter profiles if you’d like to give one or many a follow to keep a pulse on the contact center’s evolution.
- Jon Arnold Tech Analyst/Owner, J Arnold & Associates
- Rob Arnold Program Manager, Unified Communications and Collaboration, Frost & Sullivan
- Max Ball Principal Analyst, Forrester
- Mila D’Antonio Principal Analyst, Omdia
- Robin Gareiss CEO, Principal Analyst, Metrigy
- Susan Hash Contact Center Expert/Writer, LiveVox
- Nancy Jamison Industry Director, Digital Transformation Practice, Frost & Sullivan
- Zeus Kerravala Founder, Principal Analyst, ZKResearch
- Evan Kirstel Tech Influencer, Chief Digital Evangelist, Cofounder, eViRa Health
- Sheila McGee-Smith Founder, McGee-Smith Analytics
- Dave Michels Founder, Principal Analyst, TalkingPointz
- Dan Miller Founder, Lead Analyst, Opus Research
- Liz Miller VP, Principal Analyst, Constellation Research
- Jonty Pearce Founder, Call Centre Helper
- Blair Pleasant President, Principal Analyst, COMMfusion
- Stephanie Watson GM, Principal Analyst, MZA Ltd.
Want more 2022 business communications insights from influencers and subject matter experts? Get the 2022 Business Communications Trends Report today.
