While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centers, the reality remains that the vast majority of organizations are still trying to establish just exactly what their cloud contact center journey might look like.
That’s completely understandable. There are many difficult challenges to consider, like trying to define exactly what constitutes success for a cloud contact center journey, how to set about actually unlocking cloud innovation, and also balancing the benefits of moving to the cloud while still weighing up potential risks. 


Any transformation is difficult, and one of the biggest challenges with transitioning to a cloud contact center is one of choice. There's a vast array of providers out there who are all keen for you to embrace their technology — each with seemingly compelling claims that their solution or approach will resolve all your business challenges quickly. The good news is that most vendors in the market have something to offer in this space, but the less good news is it’s dependent on you to make all the right choices here. A frequent mistake, however, is not to reflect on all aspects of such a move. For example, are you able to rely on real world customer service data that you can collect, consume, and analyze for yourself? You’ll need this if you are to succeed in aligning your business objectives to the offerings provided by today’s many solution providers.

OK, so what options are available to you? At a more macro level, you can consider three main options: public contact center as a service (CCaaS), a private cloud solution, or a more customizable public programmable DevOps style approach. Key characteristics for each approach include:

  • Public CCaaS — for smaller contact centers, startups, digital-first operations, typically prepackaged solutions with transactional costs.  
  • Private cloud — for organizations with voice-critical service, operational maturity, high levels of regulation, dedicated architecture, higher levels of complexity.  
  • Public programmable contact center solutions — core DevOps approach for organizations that want to build it themselves and customize everything, continuous development, data-driven, ideal for internet voice traffic.


A public CCaaS solution offers a contact center platform that’s delivered on a centralized fabric — providing a feature-rich fit, frequently refreshed capabilities, and a simple per user per month pricing model. The private cloud approach provides a secure environment that’s provisioned on a dedicated infrastructure to ensure all the benefits of a bulletproof solution that you would expect from your on-premises environment. Finally, the public programmable approach comes without the overhead of complex estate management. This enables you to build your own highly customizable cloud native contact center that’s designed and built with flexibility in mind for both you and your customers.

Either one of these three approaches could be right for your business, while it’s also possible to opt for a hybrid solution that allows you to stay ahead with regards to innovation while minimizing the risk to the rest of your core contact center operation.

Clearly, there are a range of vendors that offer cloud contact solutions, but it’s important when making a choice that you focus in on best-of-breed solution providers that demonstrate innovation and a proven track record in evolving their portfolio.

Find out how you can enable rapid innovation via the cloud, empowering your contact center advisors to deliver excellent customer experiences.