If you had walked into a contact center five years ago, chances are that you would have seen agents sitting at workstations with PCs, phones next to the monitors and wearing corded headsets with supervisors listening in from their posts: perhaps on raised turrets overlooking the call floors. Today those desktop phones are disappearing, being replaced by applications running on agents' PCs while coaches and managers walk around to their cubes and pods, listening in and interjecting their advice via wireless sets. Nick Eisner, director, global product management-corded professional products at Plantronics has seen some of the future at a large financial services corporation's Manila, Philippines contact center on a recent visit. He saw the agents wearing corded headsets plugged into the Ethernet with all of the voice and data processing being done in the cloud. There has also been a gradual switch from desktop phones to softphones.