Many organizations are discovering the benefits of a cloud-delivered contact center. Modern contact-center-as-a-service (CCaaS) options offer increased agility, capability, and scalability over traditionally licensed solutions. The chief financial officer favors the OpEx model, and CCaaS architectures offer a number of modern benefits including flexibility.
The CCaaS sector is experiencing significant growth fueled by migrations from existing contact centers as well as new implementations and new use cases. CCaaS eliminates many of the traditional barriers of contact centers such as high upfront costs, long implementation times, and specialized equipment. The CCaaS providers are also very innovative with a regular cadence of new features, app store partners, and AI-powered capabilities that allow subscribers to quickly discover and implement customer experience improvements.