Since the start of the decade, contact centers have undergone an incredible transformation, accelerated by the pandemic, and now the expectation of a long-lasting or permanent hybrid work environment for most organizations. Customer service and customer experience analysts and thought leaders suggest that the contact center is “the next big tech frontier,” and reports forecast that the contact center as a service (CcaaS) industry will reach $19.8 billion by 2031, a 16.8% annual growth rate from a $4.3 billion valuation in 2021.

The move to the cloud is becoming a necessity for most, as Gartner has warned 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 2023, 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.

1. Jon Arnold

Tech Analyst/Owner, J Arnold & Associates

 

2. Rob Arnold

Program Manager, Unified Communications and Collaboration, Frost & Sullivan

 

3. Max Ball

Principal Analyst, Forrester

 

4. Mila D’Antonio

Principal Analyst, Omdia

 

5. Robin Gareiss

CEO, Principal Analyst, Metrigy

 

6. Susan Hash

Contact Center Expert/Writer, LiveVox

 

7. Nancy Jamison

Industry Director, Digital Transformation Practice, Frost & Sullivan

 

8. Zeus Kerravala

Founder, Principal Analyst, ZKResearch

 

9. Evan Kirstel

Tech Influencer, Chief Digital Evangelist, Cofounder, eViRa Health

 

10. Sheila McGee-Smith

Founder, McGee-Smith Analytics

 

11. Dave Michels

Founder, Principal Analyst, TalkingPointz

 

12. Dan Miller

Founder, Lead Analyst, Opus Research

 

13. Liz Miller

VP, Principal Analyst, Constellation Research

 

14. Jonty Pearce

Founder, Call Centre Helper

 

15. Blair Pleasant

President, Principal Analyst, COMMfusion

 

16. Stephanie Watson

GM, Principal Analyst, MZA Ltd.

Interested in curated contact center insights? Download the eBook Contact Center Trends to Watch in 2023. For additional resources, check out the Customer Experience: 2030 Vision Report and Contact Center Predictions for 2023 and Beyond.