Скачать или смотреть AI + Cloud CX: Why On-Prem Contact Centers Can’t Compete

As CX leaders, we all know the pressure to deliver seamless customer journeys while balancing cost, compliance, and innovation. In this CX Today interview, Susie Harrison speaks with Frederick Lau, CEO of Puzzel, to uncover the hard truths behind cloud contact center migration—and why the shift from on-premises is accelerating.

What you’ll learn in this video:

Why many enterprises still rely on on-prem contact centers

The compliance, cost, and cultural challenges of cloud migration

How hybrid cloud strategies meet data residency needs

Real-world pitfalls: siloed channels, limited reporting, high maintenance

Practical tips for selecting the right CCaaS provider

The role of AI and automation in driving CX transformation

🔴Timestamps:
0:24 – Why businesses stay on-premises
2:56 – Challenges of moving to the cloud
6:30 – Top migration pitfalls to avoid
7:32 – Practical tips for CX leaders
9:46 – What to look for in a CCaaS provider

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