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Alternative Paths to Contact Center in the Cloud

Sheila McGee-Smith (Founder & Principal Analyst, McGee-Smith Analytics)

Candace Sheitelman (CMO, Edify)

Date: Wednesday, April 1

Time: 3:00pm - 3:45pm

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic(s): Strategic Planning & Decision Support

Vault Recording: TBD

Contact center software has been moving steadily to the cloud for almost a decade--slowly at first, but in the last two years the rate of adoption has dramatically climbed. Even one year ago, a multi-tenant solution – often running in the AWS cloud – was seen as the ultimate solution.

As we enter a new decade, however, there seems to be a shift in the conversation. There is more discussion of using cloud services in conjunction with traditional voice, premises-based solutions. More alternatives are emerging for enterprises to choose the Google or Microsoft Azure clouds. Finally, innovative proposed solutions promise companies the ability to run the most modern, microservices-based contact center solutions in private data centers.

For this session, we have assembled a panel of experts from contact center companies that offer some or all of these deployment models. These executives will explain how they are working with customers to move to them to a new contact center architecture, or add cloud benefits to existing premises deployments, and the benefits customers gained.


* Learn the pros and cons of various public cloud choices for contact center as a service.
* Understand when a combination of premises and cloud solutions is the most effective choice.
* Discover why private cloud is the right choice for some companies