rapid development of e-commerce

Hi! With e-commerce rapidly evolving and new technologies constantly being introduced in 2025, how do you think cloud call centres can compete with traditional on-premises call centres? How important is the flexibility and scalability that a cloud model offers to businesses compared to the control and personalisation that on-premises solutions offer? What are the key benefits or risks that you see in each approach in terms of delivering a high level of customer service and reducing costs? Do you think there will be a trend towards completely replacing on-premises call centres with cloud systems, or will a hybrid option be optimal?