Frost & Sullivan

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.

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Download this complimentary article to gain insights on:

  • Current Cloud Contact Center Trends & Challenges
  • Contact Center Cloud Conversion Drivers
  • Ideas & Advice from CX Executives
  • Key Considerations to a Robust Cloud Strategy

Enterprise Cloud Contact Center Solution (ECCC) vs. Contact Center as a Service (CCaaS)
Are you getting what you need from an all-in-one contact center as a service (CCaaS)?