Cloud continues to grow as a model in public, private and hybrid forms. No doubt, contact centers currently running on-premises platforms have considered moving to the cloud. This decision cannot be based on a disruptive force in the tech market, but needs to be well evaluated (based on the current and future business requirements).

A cloud contact center software is often the right route if:

• The current technology running is nearing the age of 8-10 years and must be upgraded or replaced to enable latest contact center features

• You want your contact center to be up and running quickly and your contact center needs are not complex/advanced

• You need to manage multichannel communications through a customer relationship management (CRM) system like Salesforce and provide support across all channels