Companies of all sizes are rushing to embrace the cloud for many core business functions. In fact, “Cloud Services and Solutions” ranked second among top technology investments in Gartner’s 2017 CIO Agenda report. Many organizations are also adopting the cloud for their most critical business function—communications. Compared with premise-based hardware, hosted cloud phone and contact center systems offer a number of compelling advantages, ranging from dramatic cost efficiencies to greater agility and scalability.

In an effort to capitalize on this trend, a number of new cloud communications service providers have crowded into the market. Several older, more established communications vendors have also tried to make the leap to the cloud. But weighed down by a focus on hardware, they have found it hard to get off the ground. In fact, some have stumbled or fallen badly. The recent high-profile
business problems plaguing old-school providers have failed to keep pace with the market trend.

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