How the state of CCaaS migration might change in 2024 onwards

The popularity of the cloud and cloud solutions for improving operational efficiency is a given
in today’s day and age, with the sheer amount of capabilities it can offer. The same is true
for contact center solutions. The past couple of years in particular have really hammered on
the importance and utility of fully-fledged cloud contact centers.

During a recent interview about contact center trends in 2024, AudioCodes’s EMEA Sales
Director for Contact Center, Peter Broeckx spoke about the popularity of cloud migration in
particular.

CX trends to look out for in 2024

Apart from the obvious—cloud migration—some of the hottest CX trends to watch out for in
2024 are omnichannel transformations, click-to-call and click-to-chat functionality, generative
AI, proactive customer service, and workforce engagement management, among others.

A lot is happening in the contact center space right now. The remote work conditions that the
pandemic promoted and the general technological advancements around work-from-home
have made online communication the norm.

With technologies like the cloud and generative AI entering the contact center space, the
market is going through a tectonic shift.

This has also resulted in a ton of new products and solutions that address all aspects of
contact center operations popping up, increasing competition and encouraging innovation in
the landscape.

CCaaS migration: The hottest CX trend in 2024?

The value of the cloud is indisputable. The flexibility, scalability, and convenience it provides
simply cannot be matched by on-premise contact center operations—and many more
industry operators are recognizing this as time goes on.

Over the last year, CCaaS migration efforts have grown significantly. While it was mostly
smaller enterprises that were taking advantage of cloud contact centers in earlier years due
to capacity limitations, the technology has evolved significantly, and larger enterprises have
now been seen to take steps towards total cloud migration.

This shift in mindset can be attributed to the two key changes in the industry detailed below:

For one, cloud contact center solutions are becoming more comprehensive and their ability
to deliver above and beyond the capacity of on-premise contact centers has improved
significantly over the years. The integration capabilities of cloud solutions have also ramped
up, improving their utility even more.

On the other hand, CX platform vendors are either shifting their focus more toward cloud
solutions or, in some cases, even discontinuing their on-premise contact center solution
offerings. Genesys is a prime example of this shift.

So, the generally positive attitude towards cloud contact centers coupled with the decreasing
support for on-premise contact centers are moving industry operators towards cloud
solutions at a rapidly increasing rate.

Where do hybrid contact centers stand in this shift?

Hybrid contact centers will also play a role in this shift. One of the biggest reasons for this
will be the inability of businesses to shift to a full cloud environment due to country-specific
restrictions.

Certain countries place regulatory restrictions on cloud operations, and some countries
simply do not have the infrastructure or cybersecurity prowess to help organisations ensure
security in a cloud environment.

This might discourage businesses from operating in these countries, and they might opt to
go for a hybrid solution where some of their operations are done within the cloud while the
usual on-premise operations also continue parallelly.

The future of CX is in the cloud. Is your contact center set for growth?

At the end of 2022, 30% of contact centers were on the cloud—by conservative estimates,
this will be in the high 60% range by 2025.

As cloud solutions become more functional and more businesses recognize their value,
CCaaS migration is becoming more commonplace. It is a world of “adapt or fall behind” out
there, and businesses will do well to keep this in mind as we move towards 2024.