On June 18, 2024, CDK Global was hit with a ransomware attack that took down many of its core systems. While it was attempting to recover from that incident, the company was hit with a second cyberattack. CDK Global provides management systems for car dealerships, and more than 15,000 new car dealers suffered downtime due to the incident. It took more than two weeks for all systems to be restored. A consulting firm estimates that the attack collectively cost the dealerships more than $1 billion.

Traditionally, the IT industry has focused heavily on hardware. Organizations purchased, implemented, configured and maintained an array of hardware assets, periodically upgrading them to take advantage of the latest technology. Despite the advent of the cloud and the growing emphasis on applications, many organizations still have a large fleet of IT hardware assets.

Small to midsize enterprises (SMEs) recognize the vital importance of a high-quality customer experience (CX). That’s why SMEs are making strategic investments in contact center solutions that enhance customer interactions and improve customer experience overall.

Customers don’t want to wait on hold to speak with an agent, only to be transferred to a different agent. They don’t want to repeat their issue multiple times to different agents. They expect the agent who first picks up the call to resolve their problem quickly and accurately.