The current landscape of work from home has forced organizations to rapidly adopt new, web-based services. With many companies still adopting a “work from home” model for employees, Zoom, Microsoft Teams, Slack, and other services have never been in higher demand.
The interesting thing is that what was originally a panic reaction and scramble to get something—anything—in place to keep employees communicating and collaborating is now being seen as the way forward. These next-generation tools are proving to be far more effective than many in the C-Suite had assumed. Not only that, but the pricing has been turning heads, especially when these new web-based services are compared to high-cost legacy network tower spending.
We’re now at the stage where web-based services have impressed the C-Suite significantly, and for many companies, there will be no going back. Not only do tools like Microsoft Teams blow away the legacy customer contact center technology that was in place, but they also provide a level of flexibility that was unheard of. Employees can work remotely without disruption, and new features can be enabled with the flip of a virtual switch. Contracts aren’t yearly, locked-in deals, they offer flexible payment options and the ability to quickly scale up or down depending on demand. The new tools will be invaluable once the work environment has returned to normal, but having them in place also means the organization can adopt another “work from home” scenario without skipping a beat.
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The pressure has been on IT departments for years to cut costs and to do something about intolerably long system deployments in support of new business opportunities. The IT department (and the CIO) have been seen as both a cost center and an obstacle. Those in the know recognize that much of the blame for both of these issues lies with the network tower. This convoluted, complex, and ancient collection of systems and services is the bane of many IT departments. It’s been there for years or even decades, it’s holding everyone back, and it absorbs up to as much as 30% of their budget.
Traditionally, there’s been a fear at the C-Suite level that altering the network tower with new technology could go sideways — over budget, lost time, team frustrations, to name a few worries.
However, in many cases now, the C-Suite is now the champion pushing to have the network tower dismantled!
This provides a historic opportunity for IT departments to make real change happen. But, it’s one thing to patch together a Zoom deployment across a few dozen remote employees. It’s another altogether to put together a holistic series of contact center cloud services that replace the legacy network tower. Moving forward, the implementation has to be scalable—not haphazard. Now is the time to negotiate pricing and packages.
To ensure that the project goes off without a hitch and the results live up to the C-Suite’s high expectations, don’t try to go it alone. This is where ACLIVITI and our knowledge of contact center cloud services make us an invaluable resource. We know the legacy tower, all the XaaS solutions, and we have the experience of helping to guide dozens of successful IT transformation projects. Cloud-based communication is the way forward. It is effective and flexible. There are endless benefits, if, an organization can migrate effectively. So, is your organization ready for the change?
