Avoid business disruption with back office in the cloud. Consumerization drove the first wave of cloud-based IT disruption, as employees replaced traditional enterprise productivity tools with user-friendly, rapidly provisioned services originally developed with consumer requirements in mind. IT professionals inside the enterprise are driving a second wave of disruption and displacement, which is aimed at the private branch exchange (PBX), the call center, and other core back-office functions. In this research report, we explore some of the advantages offered by a software-based approach and offer IT decision makers and managers insight derived from early adopters.