The market for cloud-based, contact center as a service (CCaaS) technology is, quite literally, shooting skyward. The momentum for this change has reached a tipping point, and companies that don’t adopt now are already falling behind. Still, that doesn’t mean cloud migration is something you should rush or approach haphazardly. Missteps abound, and a poorly executed migration can be costly. You need to understand the new opportunities that cloud presents, and how to be prepared to maximize the new features and functionality afforded by AI in today’s CCaaS platforms.
The chapters ahead will help you chart a clear course to the cloud for your contact center so you can plan for a successful launch.