In today’s competitive market, contact centers play a critical role for any business. Customer service is no doubt the face of any business. During the pandemic, the contact center market has witnessed rapid growth and accelerated the process for cloud adoption known as CCaaS( Contact Center as a Service).  CCaaS model allows companies to use Contact center services without worrying about hardware and software upgrades. CCaaS provides the same capabilities ( voice, video) as on-prem solutions. Businesses get the same …