It is inevitable that the core of contact center functionality (contact routing and treatment and management) will migrate from the contact center to become a powerful mainstream tool of the knowledge worker. Knowledge workers being given the means of managing interactions, tasks and scheduling with individuals, groups, and machines internal or external to the enterprise represents the next iteration of human productivity.

The introduction of the next generation of intelligent edge processing and wearable tech will exacerbate the creation of this next market. Cisco dominance in understanding people and systems interaction at all levels will be the base upon which this next generation of transformational interaction platforms will be built.