Searching for information to support your decision to keep technology in-house is likely a challenge as much of the Internet sites searched contain strong support for the cloud. While it could seem frustrating, this support is there for good reason. Companies are finding great success in the cloud, even when security and compliance concerns loom. In the customer service space especially, the hosted contact center continues to be an attractive option.

According to a recent NaviSite (News - Alert) survey, there are a number of key elements driving the adoption of cloud services, including infrastructure-as-a-service (IaaS). The survey was designed to capture an understanding of cloud computing among IT decision makers, as well as their vendor selection process and primary concerns when it comes to migrating to the cloud. Interestingly, one third of respondents in the U.S. have migrated 50-70 percent of their IT infrastructure to the cloud as they seek to improve uptime, reliability and improved service levels.

While security is still a top concern among key decision makers, 65 percent of U.S. respondents indicated that IaaS private cloud investments are a key priority for the coming year. The service provider’s ability to personalize a solution is expected to be a key criteria in making a vendor selection. The maturation of key service provider offerings is helping to offset security concerns as best practices demonstrate that the concerns are mostly unfounded. The experience in security and compliance that providers bring to the table often far outweigh that of the staff maintained in-house.

By implementing cloud services such as the hosted contact center, these companies are realizing new opportunities across the board. The efficiency and the ability to expand offerings without significant brick and mortar investments bring significant value. At the same time, mobility is playing a key part in the enterprise, from employee flexibility to mobile channels to support customer care. Bring Your Own Device policies are gaining in popularity and the hosted contact center is searching for ways to integrate the seamless experience across all touchpoints.

A number of organizations considering the cloud over the last few years are finally taking the leap, moving from strategy development to mainstream adoption, according to NaviSite. They’re now going after the very real benefits of cost, performance, agility and security, all of which are actually limiting in the in-house deployment strategy. Current workloads are being shifted and next-generation applications are being launched directly in the cloud, bringing a whole new level of capability to the enterprise as a whole.

As consumers continue to demand flexibility, real-time access, self-service channels and mobile access, the hosted contact center and other cloud-based solutions allow for these demands to easily be met. As such, companies are no longer on the fence, but now hitting the ground running to the cloud.