There have been some recently who have said that a cloud-based contact center solution is not as customizable as a traditional premise-based solution.  That’s somewhat like saying that a rock is more fluid than water.  In thinking about this analogy, there are actually a lot of similarities between water and a cloud-based contact center versus a rock and a traditional premised based system.

If I were to ask you to describe what water looks like, it’s actually somewhat difficult to do.  You’d probably describe it as a fluid with no defined shape that it has to conform to.  Similarly, a cloud based contact center solution really has no pre-defined shape or parameters that it has to conform to.  For instance, if a cloud-based contact center needs to add additional ports, that activity can be accomplished very easily without adding any additional customer-purchased hardware.  Whereas in a traditional premised based system (the rock in this case), there are limits on scalability that often times result in additional hardware needing to be added.  The additional hardware being added often has to conform to the original, and often outdated, design of the “box” that it needs to fit.   Read more»