Customer Contact Week, being held in Las Vegas this week, has evolved from focusing on hard-core contact centers to a broader customer experience event. This aligns with the contact-center-as-a-service or CCaaS providers’ direction, where their products have expanded beyond the traditional agent to other customer-facing roles.
Private cloud infrastructure company SoftIron, in a move to try to displace VMware’s vSphere suite, just announced its VM Squared virtualization platform. Recently, I discussed this development with Jason Van der Schyff, Chief Operating Officer at SoftIron. “Our raison d’être has been to deliver a new type of on-premises infrastructure, which we call True Private Cloud,” he told me.
One of the challenges of the post-pandemic IT climate is that business priorities have shifted from growing and hiring with a nearly unlimited budget to re-focusing on cost savings – including IT expense management (ITEM). Companies spent too much, and now business executives and boards are clamping down, wanting CIOs to throttle back spending.
Max Peterson, vice president of sovereign cloud at Amazon Web Services Inc., recently posted a blog about the resiliency and security of AWS’s global infrastructure and the company’s continued progress on its Digital Sovereignty Pledge. In the blog, Peterson outlined a comprehensive approach to secure data across global networks and ensure that critical applications remain unaffected by external pressures.
Amazon Web Services Inc. Today announced several enhancements to its contact-center-as-a-service product, Amazon Connect, at the Enterprise Connect 24 in Orlando. Prior to the event, I was given a preview of the announcements in a prebriefing with two senior managers of product management for Amazon Connect — Himanshu Suri and Trevor Bloking.