I work with companies of all sizes across a variety of industries on their Contact Center as a Service (CCaaS) initiatives. There are almost as many different reasons for making the move to a cloud contact center as there are organizations using them. One might want to redeploy internal IT staff to more business-focused strategic projects. Another might be following internal policies to seek out cloud solutions where viable. Still another might be under the (often mistaken) impression that CCaaS will result in instant cost savings.
However, several reasons come up in our conversations time and again. Here are the top factors driving organizations’ CCaaS deployments.