The cloud has radically transformed the call center industry. The shift, now firmly in its second decade, is accepted as conventional wisdom. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers. It seems companies are fearful of touting any non-cloud successes because the knee-jerk reaction is to label that as anti-progress.
What is the reality on the ground? Are we accelerating towards an all-cloud world? Or reaching a steady-state balance between cloud and premise? Unfortunately, it’s hard to get clear data. Let’s take a look at what data we do have.