According to IDC, over 40% of the global population turned to remote work models in 2020. With the ebb and flow of the global pandemic in 2021, hybrid work models are enabling some people to return to on-site work while others continue to work remotely or move between remote and on-site work.

The impact of the COVID-19 pandemic has propelled the demand for workforce engagement management and analytics applications. This increases the deployment of cloud/hybrid setups and creates opportunities to leverage digital solutions that support work-at-home agents (WAHA), self-service bots, and artificial intelligence-enabled solutions.