The cloud is rapidly becoming a go-to storage option for a number of industries, and the contact center is no exception. In fact, a recent blog from Forrester (News - Alert) Research points to some of the biggest cloud trends that businesses can look forward to in 2014. Let’s take a look at two of the top advances to come – both which could impact the call center space next year – starting with Software-as-a-Service (SaaS (News - Alert)).

In the days before the cloud, everything was stored on premise. And why not? To have your data and information in-house, where you know it is safe, is always ideal. Until it isn’t. The cost of storing data on premise is more expensive than storing it in the cloud, and with the rise of Software-as-a-Service (SaaS), the cloud is now so secure that there’s no reason to keep your more complex data on premise (unless you love throwing away money). By connecting on-premise users to the cloud, data is now being safely transferred and virtualized for their business. In 2014, the sky – and the clouds up in it – is the limit for what’s next.