Over the past decade, the contact center as a service (CCaaS) sector has experienced double digit growth. However, it’s been predominantly small and medium sized businesses buying. Large enterprise contact centers have mostly remained with premises-based or private cloud solutions.
That’s beginning to change, and the transition to cloud-delivered services is well underway for all sizes of contact centers. Although the larger contact center implementations were slower to embrace the as-a-service model, the transition happened and is now accelerating.
