The old gatekeepers are stumbling. The momentum behind the change to the Cloud has caught them off-guard. That’s not to say that the Cloud is the right solution to every problem, but it is increasingly a solution for call centers that must decide how to allocate their resources in the future. Having said that, decision-makers must weight the advantages and disadvantages of Cloud-based contact centers and on-premise solutions. Continue reading Decision 2015: On-Premise Call Center?