Closing the CCaaS Integration gap: Why you can keep on-premise functionality in the cloud

In 2021, telecom fraud resulted in an estimated $40 billion loss, a 22% increase since 2019. Contact centers are particularly vulnerable to this issue and often rely on authentication software for protection. However, as companies transitioned caller authentication to cloud-based solutions, they encountered a gap between the SaaS and telecom layers of their contact center infrastructure. This gap arises from losing physical control over call routing when moving to cloud-based solutions. To address this issue, enterprises can leverage modern carrier networks that provide custom integrations between inbound voice and third-party software for platform-agnostic connectivity. By adopting a Bring Your Own Carrier (BYOC) model, IT leaders gain control, flexibility, and consolidation while migrating to the cloud.

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