---
title: "Cloud Contact Center: Increasing Profitability Through Improved Customer Service"
description: Today, smart companies realize the importance of a great customer experience and the value of contact centers as its guardians. Delivering a great customer experience has become a valuable differentiator in an increasingly competitive marketplace.
---

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# [Cloud Contact Center: Increasing Profitability Through Improved Customer Service](https://www.metaswitch.com/knowledge-center/white-papers/cloud-contact-center-increasing-profitability-through-improved-customer-service)

 Written by [Metaswitch](https://www.metaswitch.com/knowledge-center/white-papers/author/metaswitch) | Mar 18, 2025 10:40:39 PM

Traditionally, contact centers have been pure cost centers – a necessary expense on the balance sheet to maintain a post-purchase customer service and product support presence. The quality of the customer experience itself was generally treated as an afterthought. Instead, companies focused on cutting operating costs through outsourcing: without profit expectation, slashing operating costs seemed like the only way to improve efficiency and productivity. However, contact centers have since come a long way in shaking off the image of being balance sheet ballast.

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