At one point, it became clear: our contact center cannot handle the load. Constant failures, overloaded lines and tired operators. We were looking for a way to a more flexible system and came across an interesting article — https://getwpcaptcha.com/how-cloud-call-centers-can-improve-customer-experience/. This article turned out to be a real discovery. It explains in detail how cloud technologies help improve communications, implement automation and reduce costs. After moving to the cloud, we not only restored stability, but also made support available 24/7.