Is it finally time to say goodbye to your on-prem Contact Centre?
On-premise Contact Centres once offered stability and control, but in 2025, they may be doing more harm than good. According to Cavell’s latest UK-wide research, 63% of businesses still running on-prem systems plan to migrate to the cloud within the next two years.
So if you’re still clinging to legacy infrastructure, ask yourself: Are you modernising, or just maintaining?
On-premise: Increasingly legacy and risky
Many on-prem Contact Centres are now reaching end-of-life, with:
- Limited support from vendors unless you’re a top-tier customer
- Higher maintenance costs
- Compatibility issues with newer communication channels
- Poor integration with AI and automation tools
And most importantly – your competitors are moving forward.
Why cloud is winning
Cavell’s research points to clear advantages driving migration:
- Agility: Easier to trial, deploy, and scale new features
- Resilience: Improved uptime without single-site hardware failure risks
- AI-readiness: Natural fit for automation, summarisation, and real-time analytics
- Customer experience: Better omnichannel support and integration
If your customers expect seamless, digital-first service, your infrastructure needs to keep up.
But isn’t migration risky?
Only if you go it alone or rush into the wrong platform. The key is a structured, five-step migration journey:
- Assessment and planning
- Strategy and design
- Pilot and testing
- Migration and rollout
- Optimisation and decommissioning
With the right consultative partner, cloud migration becomes a transformation opportunity, not just a technical shift.
Final thought – what’s next for your Contact Centre?
Your on-prem system might still be “working” but that doesn’t mean it’s working for you. 2025 is the year to take a serious look at cloud. If you don’t, your customers – and your competitors – will.
Download Cavell’s whitepaper, sponsored by IPI, ‘This the year to migrate your contact centre from on-premise to the cloud’ here.
Jane is Head of Marketing at IPI with over 30 years experience in the IT marketing arena. Passionate about driving change through innovative technologies and highly focused on delivering IPI’s core messages to it’s clients and prospects.
