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.