This white paper examines the increasing trend of organizations migrating between cloud contact center providers rather than from on-premises systems. It analyzes drivers such as cost, lack of AI innovation, vendor lock-in, and unmet roadmap promises. The paper discusses operational and financial considerations when switching CCaaS platforms, including billing models, integrations, and long-term vendor viability. It emphasizes the importance of AI strategy, open ecosystems, and customer support. The paper concludes that cloud-to-cloud migration is a natural outcome of a maturing CCaaS market.

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