As the cloud transformation accelerates across every industry and every aspect of the enterprise, the cloudbased contact center is rapidly becoming the model for the most innovative and successful organizations. A quarter of enterprise organizations now use cloud-based contact center technologies, while nearly another
quarter will adopt the cloud-based model within the next year.1 On the other side of the cloud shift lies big
expectations: more efficient operations that yield significant cost savings; increased reliability, uptime and
performance; and powerful processing capabilities that drive advanced voice-of-the-customer (VoC) analytics.