Customer Service is recognized by 75% companies as a competitive differentiator, according to the 2015 Global Contact Centre Benchmarking Report. It is no wonder then that the industry has seen major technological innovations in order to improve C-Sat levels and increase sales. One of the biggest changes in terms of software has been the migration to cloud platforms. This has allowed for further integration with business tools and better analytics, along with more efficient customer service. However, these changes are the foundation for bigger changes in the way that a call center software transforming into an agile customer engagement hub.