Contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. These vendors are reporting 20% growth rates, while on-premises solutions remain flat. The need to connect consumers on their channel of choice with contact center agents is rapidly becoming a requirement to compete in the age of the customer. For application development and delivery (AD&D) pros, cloud delivery can provide an Agile platform so that they can focus their energy on customer journeys, not technology.