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Contact Centers as a Service: Our Predictions for 2024

Looking forward into 2024, we expect an upsurge in migrations from on-premise solutions to cloud and hybrid cloud deployments.  While enterprises often engage third-party help for implementation support and optimization as they move from legacy to cloud-based solutions, once implemented, enterprises will continue to bring more of the day-to-day management in-house.

Listen to this 9-minute podcast as LB3’s Laura McDonald and TC2’s Julie Gardner join Sara Crifasi to discuss the maturation and development of the CCaaS provider market and solution capabilities.  Effective integration and adoption of AI in CaaS solutions is expected to improve both customer and agent experience in the coming year but be prepared for telco providers’ increasing push for managed solutions as they lose traditional contact center space and encounter increased competition from niche system integrators. 

You can learn more about our experience in the space by visiting our Unified Communication & Collaboration and Success Stories websites.

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