Nancy: Right. I was at an event in NYC last year and they talked about how still 70% of contact centers at that time were on-premise. Even though you go to a trade show and you see cloud here, cloud there, omnichannel that. I think COVID-19 has really accelerated that timeline, forcing people into that business model. Have you seen that?
Steve: Well, I think change in itself – inevitably that dynamic leads to allowance of other decisions. So if you’re going to adopt it, if you’re moving agents home that you may not have had home, and they begin to be successful, but you also recognize that your own client base may not yet be using you as much because of the pandemic – you have to be able to say: Well what other things can my technology provide?
The fact of the matter is this: we’re all using a wide range of channels as consumers, on our website, we use chat, WhatsApp, we talk to people at the airlines – we do that with complete automation.
And when we can show a client that’s just gone home that they can enhance their offering and their own operations without any additional cost – then that becomes really attractive.