In the last ten years, cloud computing has been used by forward-thinking firms across the globe, looking to increase their productivity, revenue and customer satisfaction. Up until now, cloud computing has largely been confined to consumer web space. However, as contact centre customers are increasingly demanding a faster, more responsive service, so the industry is also embracing this type of new technology. As applications are delivered over the internet or in ‘the cloud’, organisations can move away from complicated physical set-ups on-site. These applications can be updated dynamically, meaning that agents always have the most up-to-date customer information to hand. And because contact centre staff can access the cloud wherever they are in the world, this provides greater scope for home-working, as well as dealing with more unforeseen circumstances.