The world is more interconnected than ever, which is blurring the lines between work and personal connectivity. For organizations, taking a strategic approach toward digital trust is necessary, including building standards, overseeing compliance/operations, and addressing growing security risks due to the massive number of connected devices.
Complexity in enterprise expense streams is growing exponentially every year and much of it has to do with telecom, mobile, and cloud.
On the fixed side, going to multiprotocol label switching (MPLS) and software-defined wide area networking (SD-WAN) is a major transition. Applications have moved from on-prem to the cloud and workers have moved to a hybrid model, which increases the amount of broadband and mobile being consumed. The technology needs to be managed, processed, and controlled by teams with specialized skills – which adds still more costs.
The past two years has seen contact center as a service (CCaaS) go through unprecedented growth as businesses looked to enable contact center agents to work from home. For most companies, shifting to the cloud was a faster and simpler solution than trying to extend legacy, on-prem solutions to remote locations. Cloud contact center solutions generally have better tools for managers and are now being outfitted with AI to enable agents to service customers better.
The infusion of artificial intelligence (AI) into everything is literally changing our lives on a day-to-day basis. People use speech interfaces, purchase items based on recommendations, and sign into phones with facial recognition routinely because it makes their lives easier.
Business have been moving to a cloud operating model for the better part of two decades, but the term “cloud” has been continuously evolving. Early cloud deployments were akin to hosted services where a business would “lift and shift” a workload to an offsite location. For the past decade or so, cloud has been defined by public clouds, where businesses would deploy data and/or workloads in a hyper-scaler such as AWS, Azure, or GCP.