With the majority of contact centers still being premises-based, there is now a serious shift in attitude towards the cloud. Organisations have to ascertain the full benefits of full cloud migration within their business. With on-premises remaining as the only option for a long time, this has almost become a legacy issue which companies need to address. More companies need to look towards the future of how a cloud-based model can bring value to their contact centers.

In this podcast, https://www.linkedin.com/in/jarnoldassociates/ (Jon Arnold) of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks to https://www.linkedin.com/in/steveone03/ (Stephen Bell), Director of Product Marketing at https://www.talkdesk.com (Talkdesk). They discuss firstly an overview of the prevalence of premises-based contact centers. They then break down the interest in cloud and its main variations. Finally, how CCaaS can incorporate complementary pieces such as CRM or WFO.