Public Cloud

CF: Other than agent attrition, what do you think is the most pressing concern of contact centers today?

JD: The typography of the workforce is a big challenge for contact center administrators today where everybody is everywhere. Some people are returning to the contact center, but most people today have some kind of a hybrid environment. That means they need to invest in cloud, and they need to invest in the legacy on-premises equipment that’s become very expensive. I think it’s companies like LiveVox that are truly 100% public cloud architectures, but at the same time have a reliance, a need, and an intersection with our customers on working with the channels. Sometimes with public cloud companies, it’s not obvious where the channel fits in. In our case, it’s definitely obvious because most of our customers have these hybrid environments and they need to embrace things like artificial intelligence, machine learning, anomaly detection, which are really well-handled in the cloud.