Cloud Contact Centers: Myths vs Reality in 2025
Is a switch to a cloud contact center solution something you have been thinking about? If so, you aren’t alone. Many are switching to cloud-based customer service tools from on-premise or home-grown software. This change is expected to accelerate in the coming years. And yet, is a cloud solution really the right fit for your business?
I’ve hesitated to use cloud-based software in the past. Why? Because I heard it was too expense, too complicated, or not secure enough. Does that sound familiar? As it turns out, though, many of these concerns may just be myths.
So, what’s right? And what’s a misconception? At CBA, we’ve had experience in both cloud technology and on-premise solutions. In fact, my colleagues have seen a lot over the past 18 years of change. So, what have we learned? And how can it help you?
Let’s look together at 7 myths and the reality behind them. My goal isn’t to sell you on the idea but to give you a clearer picture, so you can make the best choice for your business.
