ccaas-migration

[ccaas-migration]

CCaaS migration: The hottest CX trend in 2024?

The value of the cloud is indisputable. The flexibility, scalability, and convenience it provides simply cannot be matched by on-premise contact center operations—and many more industry operators are recognizing this as time goes on.

Over the last year, CCaaS migration efforts have grown significantly. While it was mostly smaller enterprises that were taking advantage of cloud contact centers in earlier years due to capacity limitations, the technology has evolved significantly and larger enterprises have now been seen to take steps towards total cloud migration.

This shift in mindset can be attributed to the two key changes in the industry detailed below:

For one, cloud contact center solutions are becoming more comprehensive and their ability to deliver above and beyond the capacity of on-premise contact centers has improved significantly over the years. The integration capabilities of cloud solutions have also ramped up, improving their utility even more.

On the other hand, CX platform vendors are either shifting their focus more toward cloud solutions or, in some cases, even discontinuing their on-premise contact center solution offerings. Genesys is a prime example of this shift.

So, the generally positive attitude towards cloud contact centers coupled with the decreasing support for on-premise contact centers are moving industry operators towards cloud solutions at a rapidly increasing rate.

#CCaaS migration #Information Technology #cyber security #telecommunications solutions #Business consultant #Software Companies #System security #contact center services