Spending on cloud services is continuing to rise. The International Data Corporation found that global spending on public cloud services will increase at a compound annual growth rate of 24.4 percent during the 2015 to 2020 period. However, as businesses put more resources into the cloud, they are also running into new management challenges that threaten to undermine value creation.
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An organization's ability to connect its employees and break down operational silos is increasingly critical to success. Digital transformation is pushing businesses to coordinate operations, eliminate inefficiency in all forms, and empower employees to get the job done in efficient ways. Enterprise collaboration is changing in light of the opportunities created by cloud and digital technologies. Organizations that don't invest in collaboration could be at risk of falling behind.
Cloud services are making analytics functionality more accessible in enterprise settings. This is becoming essential as businesses face greater demand to ramp up their contact center functionality and create stronger customer experiences.
How businesses interact with customers is changing. The need to provide good customer service has morphed into a demand to create satisfying customer experiences. In response, organizations must align data and technological capabilities across the entire business. Cloud contact center platforms can bring the analytics and customer service tools used in the contact center to the rest of the business, strengthening customer experiences.
Three benefits of extending contact center software across the rest of the business are:
Contact center technology has often focused on streamlining processes. If a customer can solve a problem without needing to speak to a human, then the interaction is a success in terms of both efficiency and consumer satisfaction. If a customer service representative can resolve customer issues quickly, then the contact center is getting the job done.
Changing dynamics in the e-commerce sector are placing a renewed focus on the customer experience. Industry giants like Amazon are setting new standards for consumer visibility into ordering and shipping processes. Automation and data-driven processes are enabling leaders in the market to blend experiences across channels, creating cohesive customer journeys. The hub of all of this innovation is the contact center, where strategic technology investment is needed to align employee capabilities with what customers expect.
The communications industry has been bundling services for decades, creating singular offerings from distinct technologies. In recent years, bundling has reached an extreme as IP-based unified communications platforms have transformed collaboration in the enterprise world. Traditional services, such as voice and fax, appear to have fallen off the radar in this converged communications environment. However, a closer look at voice and fax reveals that both technologies have evolved to remain valuable for businesses.
Cloud computing risks are still abundant despite the mainstream nature of cloud technologies. A KPMG study found that risks are still evident in everything from security and regulatory compliance to operational disruption and reliance on vendors. These areas of concern have been well established in the cloud space.
In the past, dedicated internet access (DIA) was a privileged commodity. Businesses required basic connectivity to access the web, and providers competed to offer the lowest prices in the industry. In recent years, IP-based communications have led to the expansion of the digital world.
Cloud services, the Internet of Things (IoT), increased mobile device usage, and a wide range of related trends are causing a shift in enterprise networking. The days of static, inflexible networks are gone. Instead, organizations increasingly rely on on-demand network scalability to keep users connected in a cost-efficient way.
Burst performance capabilities are instrumental in the shift in enterprise networking, and the ability to rapidly increase network bandwidth based on usage spikes can result in a quality experience for users.