KMWorld NewsLinks - August 03, 2021

Features

The growing role of AI in the modern contact center

The global market for contact center software was $20.5 billion in 2020 and is predicted to grow 21% per year until 2028, according to Grand View Research. Within this market, interactive voice response (IVR) accounted for 23% of revenue and services for 42%. Despite a steady move to the cloud, on-premise solutions still accounted for 59% of the market. This proportion is likely to reverse within a few years, however, because of the agility, ease of maintenance, and ability to support remote workers that cloudbased contact centers provide.

News

Apptio deepens integration with ServiceNow to accelerate IT decision making

Combines operational data from ServiceNow with IT cost modeling software from Apptio to enable tech leaders to make investment decisions more quickly

Digital Guardian delivers enterprise data loss prevention for Microsoft Teams

Data protection company delivers deep visibility and flexible controls to reduce the risk of sensitive data loss

Softbuilder adds enhancements to ERBuilder for Salesforce

New release offers improved capabilities for extracting and exploring metadata from Salesforce

ViewPoints

2021 Digital CX trends: What you need to know about what’s next

Don't settle for "back to normal"