Cloud migration has accelerated across all industries since the pandemic. Cloud has become non-negotiable for customer service, work-from-home, and business continuity – now and post-pandemic.
According to a recent report from McKinsey, after COVID-19 hit, 65% of enterprises have increased their cloud budgets, and 55% have moved more workloads than initially planned. Gartner predicts that Contact Center-as-a-Service (CCaaS) will hit mainstream adoption by 2023.
Now, enterprises with on-premises contact center deployments need to consider how they’re elevating customer service, helping employees do their best work, driving down costs, and increasing revenue opportunities – and how moving to the cloud can take things to the next level. The migration path is riddled with concerns and missteps that can cost time and money. How can organizations sidestep landmines and anticipate potential disruptions?