There are several key reasons why many business leaders have already started the migration of their customer experience (CX) capabilities from on-premise to the cloud, while others are seriously contemplating the same move.In 2025, businesses will continue to migrate their contact center solutions from legacy on-premise hardware and software to cloud-based contact center solutions (CCaaS). And it’s shaping up to be the busiest year on record to date. Over time, it has evolved from a simple solution with basic tools and infrastructure to route calls into today’s generative AI (gen AI)–powered version with real-time agent-assist solutions, auto-generated knowledge articles, and automated post-contact processing, to name only a few of the innovative applications driving significant upgrades to both customer and agent experiences. Is cloud-based contact center solutions reliable ?
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