GEC NEWS WIRERising IT dependency is driving cloud and hybrid ownership
Rising pressure to deliver seamless customer service across digital channels is forcing vendors and consumers to explore new buying options and design innovative technology frameworks in contact centres. In fact, nearly 80% of 901 organisations across 72 countries surveyed for Dimension Data’s annual Global Contact Centre Benchmarking Report (GCCBR) believe their current IT systems won’t meet future needs, while up to 40% of those organisations said that IT doesn’t meet their current needs.
Adam Foster, Dimension Data’s Group Executive – Communications says, ”Based on the information we’ve gathered over the last 10 years, digital will overtake voice in the contact centre in the next two years.”
Foster says this trend needs to be addressed urgently, and the good news is there are lots of options when it comes to procurement and consumption options. ”Escalating IT dependency is already driving cloud and hybrid ownership, and technology – not dependencies – will force improved integration across hybrid architecture models of hosted and owned IT. In the last 12 months, contact centres choosing pure ownership models have reduced by 23%. Of contact centres that aren’t using hosted/cloud solutions yet 34% are considering a hosted technology model in the near future.”
