Navigating the contact center marketspace for the right architectural solution is not as simple as "on-premises versus cloud." This tool runs through high-level decision points to help work through the nuances of this marketspace. Where applicable, participants of this exercise should be the organization's business analyst(s), call/contact center analyst(s), and/or infrastructure and operations lead(s).
The outcome of this exercise will be a shortlist for which contact center solutions are most likely to be best-suited for your organization. The results are to be imported into your Contact Center Playbook.