Nowadays, most contact center uses cloud technology and a report by Frost & Sullivan forecasted that this number will increase to 90% by 2016. The reason for shifting to cloud solutions are that they are cost-effective, easier to scale alongside a growing business, and can be deployed in days or weeks, provides flexibility and enable them to be more responsive to customers. Read more at: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/957/Default.aspx