Three formidable factors are demanding a modernization of the contact center: process automation, a next-generation workforce, and customer expectations. Practically speaking, moving to the cloud allows companies to break free from the limitations of traditional on-premise contact centers, including a lack of customization, hardware and infrastructure concerns and upkeep, expensive maintenance fees, and limited functionality updates. 

Read how cloud-based contact centers create a previously impossible customer experience, from industry analyst Sheila McGee-Smith.

Cloud-based contact centers offer rapid deployment, lower fixed costs, scalability, and inherent flexibility. Whether you’ve currently deployed a cloud-based contact center, are in the process of building one, or just considering using one, it’s important to have a plan for the ongoing maintenance of your cloud contact center. Here are 5 key considerations for supporting a cloud-based contact center:

1. Operations: The cloud handles the physical hardware needs and scaling. However, you will need to focus on managing …