As the technology used to power contact centers has become more advanced, organizations around the globe are beginning to form a less rigid definition of “center”, enabling a large percentage of their agents to work remotely, or “work from home”. They are also increasingly relying on multiple sites for their customer engagement initiatives. In fact, just a short twelve months back, 53% of respondents managed customer engagements through one or zero contact center, a number that has since fallen to 51%, and is predicted to shrink to 39% in twelve months. Interestingly enough, the number of contact centers with more than five locations is steadily decreasing—while 16% had more than five locations twelve months ago, only 14% do I the present, and only 13% will in twelve months. The sweet spot appears to be in the 2-5 range.