Under Murphy’s Law (anything that can go wrong, will!), the prospect of transitioning to The Cloud can seem very daunting for any contact center enterprise. Structurally – and commercially – it should make sense to remove local architecture in favor of hosting it elsewhere. All the pointers are there; less real estate means less money – and less worry. Cheaper real estate means more data space – and more capacity. Doesn’t it? Whether IoT, SaaS, IaaS or PaaS, there are so many touch points that it’s difficult to know that for sure… What about those IBM AS/400 mainframe data stacks which should have been upgraded decades ago? Or those legacy systems that can only run under Windows 3.11, sat under the IT Support guy’s desk? And your “FAX-only” clients – what about them? Sometimes, it’s much less clear if moving your enterprise communications en mass to The Cloud is actually the right thing to do.
Moore’s Law (technology advances by doubling in density every 2 years) is out of date. As a consequence, things are actually accelerating much faster – and that is a worry for many enterprises. Consumers benefit from having cutting edge solutions and communications methods; Smartphones and Social Media Platforms are de facto channels for the majority of the population. It is also very clear that enterprises are finding it hard to keep up. From the early days of telephony call centers and then through multimedia contact centers, the focus is now on Apps, Social Media, Devices and IoT – moving towards command centers. And the pace is accelerating!
Recognizing these technology disparities introduces something called “The Law of Disruption“. Not perhaps how you might perceive it – Disruption in this sense is actually progression, in disguise. Suddenly (or perhaps not so suddenly…) many of the legacy channels of communications are falling out of favor. SMS is in the past. Email is in decline – just the same as the FAX was, in the past… Web Chat will survive – but only if it is built on a Platform which can serve a portal to Smartphone devices. Everything is getting smaller – and smarter. Where automation can exist, it does – in the form of Bots or AI systems, ready to interact using pre-defined business rules and common languages. And all of this creates the sensation of Disruption; where once there was order and conformity, suddenly there is a myriad of communications methods spread out over a much larger area, all of which requires a level of orchestration and control.
It must also be said that any transition following a standard migration path to Cloud Services brings with it the benefit of being “future proof”. New methods of interaction and communication can be seamlessly integrated with existing Cloud Services, once they are in place. The benefit also extends to the fact that your local architecture and infrastructure does not need to change, to accommodate a new communications method or service. In standardizing methods at a Cloud-level, a whole host of automation and interrogation can take place; Bots, Plug-Ins, API’s, SDK’s, BI/MI Tools – everything “just works”. That also means you don’t need to spend months developing and implementing something on-site which already exists in The Cloud!
Transitioning to Cloud Services through Disruption may seem like a mountainous task, compounded by the fact that things will continue to change. But doing nothing will only make the task more difficult as technologies move on. At present, the majority of legacy systems and solutions retain a migration path and, for the most part, these are already standard processes. Another fact is that migrations of this nature are not actually a matter of size. You might think that a small enterprise would find it easier to transition to Cloud Services. We have found that this is simply not true. That’s because it isn’t about volumes – it’s about the methods of communication and the technologies which support a transition, through any Disruption. It’s about the number of channels an enterprise uses to communicate with its customers and clients because it is those which are subject to the Disruption and not the number of calls, interactions – or customer or clients.
If you are looking for a way through the technology explosion and you’re facing that ever-advancing Disruption – why not connect with SOFTEL? Our team would be happy to discuss how we can support your enterprise unified communications transitions to automation, IoT, IaaS, SaaS, PaaS and The Cloud.