CXaaS as the Cloud Takes 0n More and More Contact Center Communications

The impact of cloud on contact center operations continues to grow, even as the industry is well into its second decade of leveraging cloud for everything from supporting home agents to reducing the costs of traditional infrastructure associated with large enterprise deployments. The cloud is now enabling new applications, including those based on Artificial Intelligence (AI), Natural Language Processing (NLP) and Machine Learning (ML). Global market intelligence firm International Data Corporation (IDC) predicts that by 2020, 67% of enterprise infrastructure and software spending will be for cloud-based offerings, including contact center migrations from legacy circuits, switches and expensive on-premise equipment. Moving to the cloud continues to change the game as more and more organizations benefit from a pure OPEX model (with little to no upfront costs required to move to a modern system) and enjoy the natural scale when call volumes increase or decrease seasonally. Securing is a second plus; whereas the world questioned the security of cloud solutions for many years, given new software and platforms being rolled out, cloud contact centers can be even more secure, and in compliance whether with the Payment Card Industry (PCI) Data Security Standard or HIPAA for health applications.