By @TechRadar
Publication Date: 2025-11-20 14:59:00
As environmental regulations tighten across EMEA and sustainability becomes a board-level priority, enterprises face a critical challenge: delivering exceptional customer experience while also reducing their carbon footprint.
And for organizations with contact centers, it’s the shift to cloud-based contact centers that’s making the biggest change.
VP of Sales EMEA at CallTower.
Contact centers are a resource-intensive area of many businesses, carrying a substantial environmental burden that extends far beyond their visible operations. You can quickly imagine the environmental impact of sprawling office spaces filled with desks and chairs, lighting and power.
But behind the scenes, there’s also energy-hungry kit: on-premises servers, private branch exchanges (PBXs), and extensive heating and cooling.
These systems consume electricity continuously, and any hardware creates ongoing electronic waste, as technology cycles make equipment obsolete every few years.
Meanwhile, contact center employees – in their hundreds or sometimes thousands – are commuting daily to centralized locations, using resources and generating significant transport emissions.
Infrastructure elimination through virtualization
With contact centers as-a-service (CCaaS), it’s possible to fundamentally reimagine contact center infrastructure, shifting processing power for communications and backend systems from local hardware to distributed data…
