Unlocking the Cloud's Value
TechTarget, Tuesday, August 19th, 2025
Contact centers must align cloud strategy with cost management and CX outcomes to maximize ROI.
Contact centers face hidden costs and inefficient workloads when adopting cloud without a clear strategy. Success requires aligning cloud investments with measurable CX metrics such as average handle time and first contact resolution rather than raw computing power.
Organizations should pursue operational efficiency by scheduling non-production downtime, eliminating unused assets, and modernizing from monolithic systems to microservices and serverless components.
A disciplined FinOps approach with governance, tagging, and cost accountability across IT, finance, and operations prevents runaway expenses and turns cloud into a strategic asset.