‘Cloud’ is a buzzword that has run its course in a lot of industries, but there is a resurgence of cloud talk in the contact center arena these days.
Contact Center as a Service (CCaaS) is a high-priority digital transformation project for many businesses around the world, and some of the biggest players in tech are jumping in with both feet. Zoom, Microsoft, Amazon Web Services, Google, and Salesforce are all touting new ideas to leverage voice, digital and technological advances like artificial intelligence (AI), natural language processing (NLP), and machine learning (ML) in the contact center. At the same time, legacy on-premises players like Genesys1, Cisco, and Avaya are making big bets on the cloud.
