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CCaaS solutions aim to improve CX operations by improving flexibility for both agents and customers, facilitating scalability, and providing ease of integration.

However, even with these benefits, enterprise CCaaS penetration is still extremely low. Five9’s Chairman & CEO, Mike Burkland, remarked during an earnings call that in terms of cloud replacing on-premise operations, enterprise penetration may still only be around 20%.

This was corroborated by Gartner’s findings, which predicted that only 33% of enterprises have migrated their contact centers to the cloud—which included mid-market calculations.

Let’s explore why enterprise CCaaS penetration may be this low despite its benefits, and how the challenges in migration could be addressed.

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