Contact centers are experiencing a fundamental change as the cloud takes hold, becoming a compelling strategic option for businesses to transform how they address customer service. In a recent industry survey of 380 contact center professionals, it was found that 21% of contact centers are already using the cloud, 38% are currently either in the planning stages or in the process of moving to the cloud, and a surprising 41% are still not considering the move.
This report helps contact center executives weigh their options about migrating to the cloud and outlines misconceptions about barriers to adopting the cloud. We polled your peers about their beliefs on the cloud’s reliability versus on-premises solutions, their perceptions regarding the cloud’s greatest benefits, and their biggest concerns about migration.