As contact centers migrate to the cloud, contact center as a service, or CCaaS, is gaining traction. The shift from legacy, premises-based systems is necessary to keep pace with changing customer expectations but is only part of the equation. Customers interact differently with companies in today's digital economy, making customer service demands more challenging.

As a result, contact center leaders must rethink the definition of good customer service. CCaaS offerings provided by established contact center vendors are one option, as are services offered by unified communications-as-a-service providers.