With the rise of digital channels, the explosion of data, and the ever-increasing customer expectations, there has been a visible shift to cloud contact center environments.

Only 25 percent of all CCaaS operators surveyed are content with the performance of their contact centers. That is because some vital needs get lost in the inexorable transition from legacy to more complex cloud contact centers. But all is not lost.

Moving to a CCaaS platform is not just about moving the contact center platform, it is about evolving the entire ecosystem.