published : 2 Apr 2021 at 11:02 As the digitalisation of business becomes more and more prevalent – with the urgency for transformation gathering even more momentum due to the restrictions and complications of the COVID pandemic – the necessity for companies to be able to remain connected and continue to communicate and provide a service to the customer under any circumstances, is a vital component for any company serious about success under the new-normal of the 21-century. Which is where cloud-based contact centres come in. A cloud-based contact centre is best described as a customer communications hub that is not dependent on a physical location. This means a company’s communication network, software and data are all hosted ‘in the cloud’ by a service provider and all that is needed to access the centre is a computer or a smartphone.