3. Distributed cloud
If it doesn't matter where your employees are located, your customers, too, can come from a wider geographic region. While most contact centers already work within this context, expect a shift in the underlying technology that supports it: a move from a centralized public cloud model to a more distributed one. Gartner identified the distributed cloud as one of the top technology trends for 2021, saying, "Distributed cloud can replace private cloud and provides edge cloud and other new use cases for cloud computing. It represents the future of cloud computing."1
Organizations will need to prepare for a cloud service architecture that enables calls to be routed even more quickly than before, with a corresponding decrease in latency. Operations can also become more resilient and agile as cloud distribution leads to a smaller footprint and helps route around catastrophic events such as hurricanes and other extreme weather events.