In many cases; it does exactly what you need
I'll use a phrase said to me by the transformation lead of a major UK retailer after a recent migration to a new more 'cloud based' contact centre platform.
They said "We sell knickers and food, we are experts at that; we are not an IT or Telecoms shop!"
Cloud Contact Centre Technology can get you up and running with a very effective contact centre solution; literally in minutes in some cases. Of course, the more complex your requirements; the longer the interpretation of your requirements into any eventual solution. The reason the cloud works so well these days is because interfaces between systems, hardware, software and your processes are now described by common readily available standards and interfaces; think of things like RESTful, SOAP, XML and web-standards. Even complex integrations to your other assets are readily achievable.
So, whether you want a handful of customer service representatives or thousands the Cloud is an effective option; both economically as well as operationally. The choice for what is right for your organisation will be driven by your own enterprise IT, systems and technology strategy. Know this; Cloud does not mean less functional or less capable than a traditional premises based installation of kit and software. It is more a change in the commercial consumption model. Indeed, some of my most recent deployments have been private hybrid cloud; where the client organisation wanted all the benefits of CLOUD operating models; but done absolutely privately. There can be reasons for this like Data Protection, Regulations, Safe Harbour, Compliance, Security, Ownership and Rights to Use/Own and much more.
You will typically chose a CLOUD Contact Centre because of time to value, ease of adoption, instantly available, readily expandable, less IT kit to worry about and because the management of a traditional contact centre technology portfolio is no longer core to your business. Gone are the days where businesses want a technical IT team, support team and so on to be loitering in the back office just in case. Public Cloud solutions mean you effectively outsource those elements to the company that built the solution and you can focus your resources on YOUR product and services; not 3rd party ones.