Cloud

In a recent global survey conducted by Dimensional Research, 95 percent of IT decision-makers reported that their companies have disaster recovery plans. However, only 24 percent said their plans are up-to-date, well-documented and tested often. That’s a recipe for … well … disaster!

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 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.

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.