The pandemic fundamentally changed how businesses use technology — as well as how they pay for it. Increased cloud usage not only allowed companies to accelerate IT innovation to support new operational requirements, but provided the budget stability that made such investments practical during a time of unprecedented uncertainty.
Cloud
Many organizations that adopted cloud contact center solutions over the past two years did so out of simple pragmatism — pandemic-triggered restrictions required a transition to remote operations. A happy byproduct of that move has been the pronounced modernization of contact center processes.
The traditional on-premises IT environment is typically built on a box-by-box basis, with devices added as needed, configured independently and managed manually. Years of continually adding servers, storage and networking gear to meet evolving business needs has resulted in large, complex IT infrastructures with exorbitant operational costs.
Many organizations have implemented communication tools in an ad hoc manner to facilitate collaboration among dispersed employees. The unfortunate downside is a fragmented communication environment that leads to inefficiency and a poor user experience.
This isn’t the typical hurricane season. Organizations that are already grappling with the sudden transition to remote work strategies now have the added worry that a tropical storm could put even more pressure on their operations.
