The future contact center is hybrid (and complex)
For the past several years, cloud migrations have been the move for IT professionals. In our own 2023 State of Contact Center Testing report, 37% of CX leaders had already moved at least some of their contact center infrastructure to the cloud – with another 22% planning a cloud migration. As we’ve shared recently , however, a contact center cloud migration isn’t always a cheap, easy, or successful process. So, what do you do if a full cloud migration isn’t for you and a permanently on- premises environment doesn’t meet your needs? Our latest survey found 66% of contact centers operating a hybrid infrastructure, up 43% from our 2023 report. Contact center staffing has taken a similar shift: 72% of contact centers are staffed from a mix of on-site and remote working environments, up 34% from 2023. This industry shift to hybrid work and infrastructure arrangements adds another layer of complexity to ensuring reliable, consistent performance across the entire CX environment. Maintaining visibility and accessibility across an increasingly diverse and wide-spread environment is inevitably going to be harder due to the number of potential fault points, applications, and levels of connectivity that comprise the network from datacenter to network edge. Tech stack complexity isn’t always a bad thing, of course! But it does mean that organizations need to increase their focus on monitoring performance from end-to-end so that the risks associated with hybrid infrastructures and work environments are kept under control.
Which of the following best describes your contact center infrastructure?
Cloud
Hybrid
On-Premises
0
20 40 60 80
2025 2023
What is your contact center agents' working arrangement?
All on-site
All remote
Mix of both
0
20
40
60
80
2025 2023
3
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