BYOD should be seen as an opportunity to boost worker efficiency.
BYOD creates security challenges, but there are effective MDM solutions available.
2013 should be the year when the cloud stops being a buzz word and starts to gain real traction, particularly for IP voice and unified communications (UC) services. The ‘cloud’ is an amorphous and much abused term, but despite its presence on the homepage of every telecoms provider in Europe, take-up of fully hosted voice and UC solutions has been slower than the hype would suggest. Persuading enterprises to part with their PBX is challenging. However, as fully hosted MS Lync solutions start to be offered by the majority of major telcos across Europe, alongside hosted Cisco, Avaya and Mitel-based solutions, and the case studies begin to emerge, enterprises should now have enough confidence to consider ‘taking the plunge.’ A hosted solution will not suit all businesses and virtualisation will be preferable for many over a truly cloud solution, but the overall need for a CPE-based PBX has all but been eliminated for the majority of business customers. Continue reading “2013 to Be the Year of BYOD and MDM”→
The convergence of the ‘cloud’ and mobility is a trend that vendors, service providers, and analysts have been predicting for years (and 2013 is no exception).
However, ‘cloud’ means so many things in so many markets that some of this convergence has already happened under other names.
The promise of mobility has long included ‘anywhere, anytime’ access to public and corporate information and collaboration resources. Adding cloud-based delivery (to smartphones and tablets) of the applications to leverage these resources seemingly enhances this proposition, lowering investment costs and increasing flexibility. However, public cloud services (in the form of PaaS, SaaS, and IaaS) are still in relatively early stages of market acceptance. Moreover, while use of enterprise mobility apps is accelerating, most organizations still prefer to buy these apps ‘off-the shelf,’ with use of internal or outsourced MEAPs or code development coming slowly up the curve. Meanwhile, the delivery of these apps is skewed towards in-house servers, with Android and iOS app stores coming in second and external hosting (i.e., cloud services) still lagging the market. Even enterprise app stores are essentially private clouds, with role-based permissions for access, fortified by access-level, app-level, device-level, and traditional corporate perimeter security. Continue reading “Cloud and Mobility: A Match Made in Heaven?”→
Performing total cost of ownership (TCO) and return on investment (ROI) calculations is usually essential to assessing whether or not a cloud contact center is right for your company. However, there are a couple of basic questions to be answered beforehand that may make the decision a lot simpler.
Many cloud-based contact center offerings have reached technical and reliability parity with premises-based offerings, removing major factors that were initially delaying the growth of the cloud-based customer service market. Therefore, I am optimistic that cloud-based contact center offerings have a strong future and will be applicable in many, if not most, environments.
It is a new year with new budgets, and like many customer service professionals, you may be evaluating the pros and cons of investing in new equipment and technology for your contact center operation. Perhaps you are even considering the economic and practical tradeoffs of a cloud-based versus premises-based contact center operation. While it is very valuable to do detailed total cost of ownership (TCO) and return on investment (ROI) analyses before making such a major decision, there are some facts you should consider about your customer service environment beforehand that may get you going in the right direction very quickly, based on your company’s particular characteristics and circumstances. While there is little doubt that a cloud solution can improve operational flexibility and scalability, as well as get a system up and running more quickly, premises-based solutions may make more sense for companies with IT staffs already in place that are planning to stay with the considered technology for more than four or five years. Continue reading “Cloud-Based or Premises-Based Contact Center: Which Makes Sense for Your Company?”→