Generative AI has dominated the headlines in 2023, but at the core of all contact experience operations remains the contact center platform. The contact center platform market has been undergoing a transition from dedicated platforms that are owned and operated by businesses themselves to multi-tenant (also known as contact center as a service (CCaaS)), or dedicated cloud-based services.
CCaaS holds the promise for revenue growth as organizations migrate to the cloud. However, a measurable number of companies will stay with their on-premises platforms for the foreseeable future. Both cloud and on-premises platforms have their advantages, depending on the customer’s goals and existing infrastructure. Some companies simply use a hybrid approach and have adopted a secondary architecture (i.e., on-premises at the headquarters, and cloud for remote or home workers).
