There can be no doubt that the IT world in general is on an unstoppable march towards the cloud. For Contact Centers this is no less true and enterprises throughout the world are now having to assess their current status and consider their plans for the inevitable transition to the cloud. As of 2022, around 29% of Contact Center seats are already cloud based1 with that number projected to rise to over 50% by 20262. Announcements from leading Contact Center vendors such as Genesys have only served to reinforce the view that the days of the on-premises Contact Center are numbered.

Much has already been written and spoken about the strategies to adopt and pitfalls to avoid in order to achieve a successful Contact Center migration to the cloud. In this document, we will focus on one particularly critical, often overlooked aspect of the overall migration process, namely, how to ensure that voice services are migrated and maintained seamlessly during and after the transition to the cloud.