![]() Nearly everyone sees the need for digital transformation. On one level, this has been particularly helpful for IT teams, as it made their business colleagues readily understand and accept the value and importance of the cloud. Many of them have had to adapt quickly over the past 18 months to enable agents to work remotely, so they can keep the business functioning and customers satisfied. Right now, the cloud is particularly attractive to customer service organizations with large contact centers, customer service teams and a tech stack to match. It’s an issue for customer service organizations especially, and it relates to who’s responsible when there’s a data breach. Next comes your deployment strategy - and choosing from all the different pathways to the cloud, from rehosting and re-platforming, to re-factoring using Kubernetes, and rebuilding applications in cloud-native ways.īut there’s one aspect of hybrid working that has potential to impact organizations’ customers, finances, and brand reputation and the cloud, and some organizations are failing to recognize it. Then there are all the benefits around greater business resilience and environmental sustainability. On-premises kit is seen as expensive to buy, install and maintain, whereas agile, scalable cloud platforms are considered to be more efficient, cost effective and easier to manage. But customer service organizations could find their wheels come off if they fail to address a hazardous twist in the transformation journey.įor many businesses, switching to the cloud makes sense on multiple levels. The mega-trend towards hybrid working and cloud migration seems unstoppable.
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