Technology Investments, Onshoring on the Rise in Contact Center Outsourcing, Everest Group Finds | In the News

Technology is the leading investment theme in the contact center outsourcing (CCO) industry, followed by scale. Enabler technologies accounted for about three-fourths of the reported investments in 2014-2015, with analytics, automation, and multichannel tools being the major areas of investments, according to new research from Everest Group, a consulting and research firm.

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