Contact Center as a Service (CCaaS)

The 2019 Customer Interaction Management Landscape Part 1: Market Shifts

Shift in the Playing Fied by Ranganath Krishnamani - Rolling Tire

Image credit: Shift in the playing field by Ranganath Krishnamani, rolling tire

Contact Center Week took place last week in Las Vegas. It is one of the largest events focused on customer service and customer experience and a perfect opportunity to refresh my industry landscape. A lot has happened since last year's update. Several trends have accelerated and are provoking significant market shifts.

Cloud or Premise – Which One Is Right For You?

We at BCStrategies have been closely watching the UC UCaaS and Contact Center (CC) CCaaS markets evolving. More and more enterprises are considering the cloud as an alternative to a premise-based solution in our consulting practice. In fact, every RFP that we are now issuing includes a cloud alternative, and some are considering cloud only.

Cloud Growth, Reasons to Consider the Cloud

So what are the reasons for this market move?