In reality, cloud computing has been around, in various forms, for decades, constantly evolving and changing. The widespread consumer adoption of social media, the Internet, video conferencing and mobile computing devices has had a profound impact on the contact center. For years now, consumers have increasingly demanded that the companies they engage with deal with them on new terms.
The answer to this is an architecture built on a distributed computing model that delivers on security and reliability requirements, while integrating with workforce management, back office and other systems. Private cloud and hybrid implementations can be a starting point for organizations moving in this direction.