When business and IT leaders think about moving their contact centers (or customer engagement centers) into the public cloud, the first thing that often comes to their minds is the control they’ll be giving up. But often, the improved contact center functionality and high availability they get in return is far more valuable.
It is completely understandable that an organization might be hesitant to hand over the reins of its contact center infrastructure. When systems are housed on-premises, people tend to think that they have the ability to guarantee uptime. But the truth is that cloud contact centers tend to be much more insulated from the factors that cause downtime in the first place.
Here are four ways that the public cloud can improve availability and uptime for enterprise contact centers.