The Contact Center’s Journey to the Cloud:
A Strategic Initiative with Hard Choices in 2021

Improving the customer experience (CX) is a requisite competitive factor for business-to-business (B2B) and business-to-consumer (B2C) organizations. Organizations with the means to adapt quickly turned to cloud services to keep remote workers productive and business operating. In this time of need, cloud-based communications and collaboration solutions proved most effective at bridging people across geographic distances. Along with cloud and mitigating disaster recovery, business continuity planning must be considered.