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.

  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.

Want more 2022 business communications insights from influencers and subject matter experts? Get the 2022 Business Communications Trends Report today.