Moving the Contact Center to the Cloud? Consider the Options

Size: px
Start display at page:

Download "Moving the Contact Center to the Cloud? Consider the Options"

Transcription

1 Moving the Contact Center to the Cloud? Consider the Options DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics - market research and consulting services, predicts that the cloud-based contact center infrastructure market will continue to build momentum, growing by 45%, 40%, 40% and 35%, each year, respectively, between 2012 and DMG estimates that a minimum of 18.1% of all contact center seats will be in the cloud by the end of DMG also notes that the inflection point in hosted contact center infrastructure adoption was driven by the recession of 2008, which motivated enterprises to explore more cost effective ways of upgrading their core call distribution systems and associated technology. 1 It s clear that the allure of lower operational costs for a cloud based call center is a major consideration for IT and call center leaders. Cloud vendors promise to greatly minimize upfront capital expenditures (CapEx) as well as lower the cost of in-house maintenance, software upgrade and equipment replacement. However, as with most emergent technology trends, it is critical that IT and call center leaders exercise sound judgment in separating fact from marketing promises. In this briefing, the ProPSS Managed Service option is presented to IT and call center leaders who are considering a cloud based contact center solution. While there is no doubt that cloud solutions are maturing and can present a very viable solution for some enterprises, this briefing presents an alternative and cost effective solution from PSS. Cloud vendors promise to greatly minimize upfront capital expenditures as well as lower the cost of in-house maintenance, software upgrade and equipment replacement. However, as with most emergent technology trends, it is critical that IT and call center leaders exercise sound judgment in separating fact from marketing promises. ProPSS Managed Services is a full service, outsourced support option designed to lower costs, improve customer service, meet business objectives and enhance overall efficiency. The ProPSS Managed Services offering is a unique service option that provides enterprises with a private cloud solution to outsource both reactive and proactive operational support while also providing continuous optimization of any customer interaction solution. There are a myriad of factors to consider when moving call center operations to a cloud based solution, including understanding the real costs, the risks, timeframes, IT staffing issues and of course, the customer experience. 1 P a g e

2 Understanding the cost In an article titled, Don't Buy Into the Cloud-Based Call Center Yet published by The CIO Collaboration Network website, Tony Zmudzin, director for outsourcing consultancy TPI says "The initial entry into cloud services is about freeing an enterprise from resourcing the technical solution. The basic goal is to match your cost to your need. However, a buyer needs to think beyond this basic idea to the overall strategy objective and how the cloud solution supports it." 2 The true cost of a cloud solution must take into account all of the cost drivers, not merely the monthly subscription for people, processes and technology. Financial experts point to cost drivers such as potential write-offs of IT assets, penalties for existing contract termination, additional (sometimes significant) consulting fees and time for integration of custom IVR and other applications. Another factor to take into account is the expected life of current systems. If there is substantial life left with the current solution, moving to a cloud solution might dramatically increase long-term cost. In a recent interview, Todd Funk, the CEO of PSS noted that in deploying their The expected life of IT ProPSS Managed Services option to enterprises, he works with systems is a major customers to help them understand that there is often a lot more life cost consideration. in their existing solutions than they may have realized. With ProPSS, not only In an interview published in CFO magazine, Kerry Kane, principal at Software Contract Solutions noted Companies underestimate switching costs in the subscription model. They ll pay a premium for the perceived ability to drop the subscription if they re not happy, but in reality, once they ve developed data, process, and infrastructure tied to the product, they can t switch in practice as easily as they can in principle. 3 can an enterprise realize the full value of IT systems, but PSS can extend, maintain and even optimize end of life contact center solutions. The ProPSS Cost Advantage ProPSS offers all the advantages of a cloud-based model without any of the disruption and costs associated with moving to the cloud. PSS manages the entire call center IT infrastructure in a private cloud model with the infrastructure remaining on premise. Enterprises can realize substantial cost savings in several ways. PSS can provide expert recommendations for reducing cost with existing vendor support and maintenance agreements. As a specialized contact center systems integration vendor and IVR expert, PSS is able to fully understand the business and technology needs of call center managers. Working in close collaboration with customers, PSS helps reduce costs by providing both technology and financial analysis to optimize business agility, leverage technology and create efficiencies. PSS can craft customized business solutions using existing IT infrastructure, which may have already been paid for, without the need for expensive upgrades or new OEM supplied solutions. 2 P a g e

3 As previously mentioned, the expected life of IT systems is a key cost consideration. With ProPSS, not only can an enterprise realize the full value of IT systems, but PSS can drive significant cost savings by extending, maintaining and even optimizing end of life IVR systems. Understanding the risk From a proactive perspective, we re sitting down with the customer every month to see what the future looks like, anticipating changes and understanding their business needs. We monitor the customer s reporting tools and carefully analyze that data. Concurrently, PSS will utilize our FlexxView proactive monitoring appliance and our other purpose built monitoring tools. As we analyze the customer data and review the data from our tools, we re really trying to marry that information to create deeper, more valuable insights into our customer s business issues. Reactively, PSS will be more responsive, and proactively we are laser focused on business needs and anticipating changes. Todd Funk, CEO of PSS The multi-layered security controls typically employed by a large data center do not necessarily apply when a company s data is moved to a cloud platform. The cloud provider takes on this responsibility. However, the enterprise is still responsible for regulatory compliance and all the issues that might impact data security and integrity. Cloud providers mitigate risk through an audit process that seeks to ensure compliance with various standards such as SAS 70 Type II and others. Enterprises must still balance the risk of securing sensitive customer information against the controls and procedures that a cloud provider may have in place. Other risk factors to consider are data loss and recovery processes. Since most data in a cloud environment is encrypted, it is far more difficult to recover. Enterprises need to fully understand from their potential cloud providers, exactly how long data recovery will take in a disaster scenario and weigh this as a risk factor. Another risk scenario is if the cloud provider is acquired. Not all mergers and acquisitions go smoothly and the end result may be unacceptable for the enterprise. While experts advise that this scenario be addressed contractually, if it is necessary to move to another cloud provider there is significant risk for business disruption. In addition, there may be significant bandwidth costs for moving large amounts of data as well as labor costs in making such a move. The ProPSS solution minimizes risk Unlike cloud solutions providers, PSS provides proactive system monitoring through their purpose built FlexxView tool set. Indeed, the heart of the ProPSS Managed Service option is 24/7/365 proactive and reactive support and monitoring to ensure continuous availability of customer service solutions. A key focus of the option is managing production system health through continuous monitoring, measurement and systems improvement. Combining data from customer reporting tools with PSS s proactive monitoring FlexxView system allows vastly deeper insights into systems health. The result is dramatically greater uptime reliability, better outcomes and a more agile business. The ProPSS Managed Service option has been designed to go beyond support, risk mitigation and maintenance from an operational perspective, but also to improve customer service, increase income or reduce cost. 3 P a g e

4 Timeframes and labor in moving to the cloud Some cloud solutions vendors understate the amount of time and labor required for moving a call center operation to the cloud. Comparison charts tout that it can happen in hours or days. While this may be true for very basic applications, for call centers who have invested in highly customized IVR solutions to meet business needs or provide a competitive advantage, there will be significant integration costs in moving to a cloud solution. In addition, after completing the integrations, there may be additional software testing costs. Successful business relationships are about people. Customers often have IT and technical staff assigned to specific aspects of their call centers. We can hire those people, save the customer money and continue to provide the customer with internal knowledge and expertise. Todd Funk, CEO of PSS Depending on the software, there may be performance issues in a cloud environment that can require performance tuning and optimization. Even after accounting for multiple integrations, potentially with multiple providers there is still complexity, time and cost associated with moving and securely storing large volumes of data. Other unexpected costs can arise from the need to keep both systems running until all the technical issues are resolved and a full cutover can be safely executed. The ProPSS Solution For large enterprises with sophisticated, complex call center IT infrastructures, the ProPSS Managed Services option can be a more efficient and cost effective solution than moving to a cloud environment. While waiting for call center cloud solutions to more thoroughly evolve and mature, the ProPSS solution offers all of the benefits of a private cloud model with on premise control combined with the unrivalled support and development skills of a global call center technology leader. ProPSS Managed Services give enterprises the ability to outsource proactive and reactive operational support, as well as continuous optimization of their customer interaction solutions without the challenge and expense of moving everything to a hosted environment. 4 P a g e

5 The ProPSS Managed Services offering has been developed and refined to provide business benefits and cost savings that extend well beyond today s hosted solutions. In summary, ProPSS was designed to: Increase customer retention Realize cost efficiencies Increase the quality of delivery Maintain system uptime targets Drive measurable productivity increases Increase revenue per customer Improve production system health through continuous monitoring and optimization Provide enterprises with a dedicated account team composed of technical experts with many years of call center experience Offer call center and IT leaders a complete range of dedicated, highly experienced consultants who can provide expert recommendations on call center business issues as well as technology planning, strategy, implementation and support About PSS Help As a highly specialized systems integrator and IVR solutions expert, PSS can design and deliver fully integrated communication solutions. The solutions help contact centers become true multi-media centers, meeting the rapidly accelerating customer demand for a superior customer experience across all channels. The company can also optimize and support both the platform and applications until the time comes to move to next gen solutions. PSS is the choice of some of the world s most admired enterprises. PSS works with 150 corporations, across 5 continents, in 19 countries. We solve problems that matter to our customers, keep our promises and make it easy to renew service contracts. Our commitment to customer satisfaction and customer success is reflected by our repeat business rate of 99%. Corporate Headquarters 7172 Regional Street #431, Dublin, CA T: or Fax: UK Headquarters The Old Saw Mill, Harvest Hill Lane, Coventry, CV5 9DD 5 P a g e

6 P a g e

WHITEPAPER. End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer Experience

WHITEPAPER. End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer Experience End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer Experience End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer

More information

Technology Briefing. Agent Desktop & Emotion Detection for Contact Centers

Technology Briefing. Agent Desktop & Emotion Detection for Contact Centers Technology Briefing Agent Desktop & Emotion Detection for Contact Centers CTO Perspectives: HTML 5-based Agent Desktop and Emotion Detection Software for Contact Centers Keith Ward is the CTO of PSS, a

More information

CIO Leadership Briefing

CIO Leadership Briefing CIO Leadership Briefing Deploying Visual IVR to Drive a Superior Customer Experience A Q&A with Keith Ward, Chief Technology Officer Visual IVR Keith Ward consults with hundreds of large enterprise and

More information

My IVR System is End-Of-Life, Now What?

My IVR System is End-Of-Life, Now What? Technology Briefing My IVR System is End-Of-Life, Now What? My IVR System is End-Of-Life, Now What? A large percentage of companies have reached this point with one or more of their IVR system components

More information

The Rising Cost of Customer Service:

The Rising Cost of Customer Service: A FROST & SULLIVAN EXECUTIVE SUMMARY The Rising Cost of Customer Service: Cloud Strategies for Lower TCO, Higher Reliability, and a Competitive Edge In Collaboration With: View the ondemand version of

More information

GETTING THE MOST FROM THE CLOUD. A White Paper presented by

GETTING THE MOST FROM THE CLOUD. A White Paper presented by GETTING THE MOST FROM THE CLOUD A White Paper presented by Why Move to the Cloud? CLOUD COMPUTING the latest evolution of IT services delivery is a scenario under which common business applications are

More information

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014 Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor April 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Contact Center

More information

CLOUD ERP AND ACCOUNTING: SELECTION AND PLANNING GUIDE

CLOUD ERP AND ACCOUNTING: SELECTION AND PLANNING GUIDE CLOUD ERP AND ACCOUNTING: SELECTION AND PLANNING GUIDE Over the last three years, well over half of U.S. companies have elected to take advantage of one or more cloud-based solutions or services, but critical

More information

Business Transformation with Cloud ERP

Business Transformation with Cloud ERP Photo copyright 2012 Michael Krigsman. Business Transformation with Cloud ERP Prepared by Michael Krigsman February 2012 NetSuite sponsored this independent white paper; Asuret does not endorse any vendor

More information

Is a Cloud ERP Solution Right for You?

Is a Cloud ERP Solution Right for You? Is a Cloud ERP Solution Right for You? By Spencer Arnesen, CPA There s been a lot of hype recently about how cloud software solutions are the wave of the future. In the consumer environment, you can use

More information

Stepping Up to The Cloud:

Stepping Up to The Cloud: A research report prepared by: Publication sponsored by: TABLE OF CONTENTS Introduction: Reaching a Cloud Decision Point Tactical and Strategic Cloud Benefits Managing Key Challenges Plan For Change Sponsor

More information

2014-2015 Outbound Solutions Product and Market Report

2014-2015 Outbound Solutions Product and Market Report ABSTRACT 2014-2015 Outbound Solutions Product and Market Report This is the second edition of DMG s Outbound Solutions Product and Market Report (formerly known as the Outbound Dialing Market Report).

More information

MOVING TO THE CLOUD: Understanding the Total Cost of Ownership

MOVING TO THE CLOUD: Understanding the Total Cost of Ownership MOVING TO THE CLOUD: Understanding the Total Cost of Ownership The most significant cost of owning and managing software applications is tied up in operating and maintaining the software, along with the

More information

Accenture Technology Consulting. Clearing the Path for Business Growth

Accenture Technology Consulting. Clearing the Path for Business Growth Accenture Technology Consulting Clearing the Path for Business Growth Mega technology waves are impacting and shaping organizations in a profound way When a company s executive management team considers

More information

Best Practices: Cloud Computing for Associations

Best Practices: Cloud Computing for Associations Best Practices: Cloud Computing for Associations What You Should Expect from this Session A solid understanding of cloud computing and Software as a Service Best practices for how cloud computing is being

More information

Could your utility improve efficiency and performance with third-party services?

Could your utility improve efficiency and performance with third-party services? White Paper Outsourced Smart Grid Services: A Smart Approach for AMI and Beyond Could your utility improve efficiency and performance with third-party services? Jim Blake Director of Customer Operations

More information

Best Practices for Chat Deployments

Best Practices for Chat Deployments Best Practices for Chat Deployments With Oracle Chat Cloud Service INTRODUCTION The popularity of chat continues to grow in dramatic fashion, but there is still a disparity between what organizations are

More information

Answering Your Questions about the Cloud Contact Center

Answering Your Questions about the Cloud Contact Center Answering Your Questions about the Cloud Contact Center Donna Fluss Founder & President DMG Consulting Tim Passios VP, Solutions Marketing Interactive Intelligence, Inc. Table of Contents Q: As companies

More information

Rethinking Your Finance Functions

Rethinking Your Finance Functions Rethinking Your Finance Functions Budgeting, Planning & Technology BDO Canada Daniel Caringi ( dcaringi@bdo.ca ) September 25th, 2014 A journey of a thousand miles must begin with a single step. - Lao

More information

What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility

What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility Your Guide to Cost, Security, and Flexibility What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility 10 common questions answered Over the last decade, cloud backup, recovery

More information

Hosted Contact Center Quick Guide

Hosted Contact Center Quick Guide Hosted Contact Center Quick Guide 4/2/15 2014 EarthLink. Trademarks are property of their respective owners. All rights reserved. 2 Hosted Contact Center Customers Business Challenges Need to support multi-channel

More information

Stepping Up to The Cloud:

Stepping Up to The Cloud: A research report prepared by: Publication sponsored by: TABLE OF CONTENTS Introduction: Reaching a Cloud Decision Point Strategic Cloud Capabilities Managing Key Challenges Plan For Change Sponsor Perspective:

More information

Hospitality CIO Survey Results

Hospitality CIO Survey Results 2015 Hospitality CIO Survey Results 1 Table of Contents Introduction...3 Respondents...3 Main Areas of Focus...4 Investment...5 Investment 12 Months Out...6 Outsource vs. Insource...7 Business Process

More information

To Build or To Buy? The Question for Every Marketplace Lender

To Build or To Buy? The Question for Every Marketplace Lender To Build or To Buy? The Question for Every Marketplace Lender Darpan Saini, Co-Founder & CTO, Cloud Lending Solutions CLOUD LENDING SOLUTIONS Lending Innovation starts here Contents Introduction How Does

More information

ATS. The. The Staffing Agency s Guide to Buying an Applicant Tracking System

ATS. The. The Staffing Agency s Guide to Buying an Applicant Tracking System ATS The Advantage: The Staffing Agency s Guide to Buying an Applicant Tracking System 87 % of North American recruiting professionals agree that using ATS/CRM technology is important to the success of

More information

Technology Spoken Here...

Technology Spoken Here... TECHNICAL GUIDE VISUAL IVR Technology Spoken Here... Supported Formats Web Easily embed Visual IVR in your existing website or web self-service site. With plug-ins for all the major CMS systems plus provided

More information

WHITE PAPER. How to choose and implement your cloud strategy

WHITE PAPER. How to choose and implement your cloud strategy WHITE PAPER How to choose and implement your cloud strategy INTRODUCTION Cloud computing has the potential to tip strategic advantage away from large established enterprises toward SMBs or startup companies.

More information

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new?

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE In today s digital age, it s

More information

Data Protection Services Should Be About Services, as Well as Data Protection Date: February 2013 Author: Jason Buffington, Senior Analyst

Data Protection Services Should Be About Services, as Well as Data Protection Date: February 2013 Author: Jason Buffington, Senior Analyst Company Brief Data Protection Services Should Be About Services, as Well as Data Protection Date: February 2013 Author: Jason Buffington, Senior Analyst Abstract: Organizations trying to modernize or fix

More information

Why You Should Consider Cloud- Based Email Archiving. A whitepaper by The Radicati Group, Inc.

Why You Should Consider Cloud- Based Email Archiving. A whitepaper by The Radicati Group, Inc. . The Radicati Group, Inc. 1900 Embarcadero Road, Suite 206 Palo Alto, CA 94303 Phone 650-322-8059 Fax 650-322-8061 http://www.radicati.com THE RADICATI GROUP, INC. Why You Should Consider Cloud- Based

More information

The NREN s core activities are in providing network and associated services to its user community that usually comprises:

The NREN s core activities are in providing network and associated services to its user community that usually comprises: 3 NREN and its Users The NREN s core activities are in providing network and associated services to its user community that usually comprises: Higher education institutions and possibly other levels of

More information

Cloud based Contact Center: Does it Make Sense for Your Business?

Cloud based Contact Center: Does it Make Sense for Your Business? Cloud based Contact Center: Does it Make Sense for Your Business? Donna Fluss Founder & President DMG Consulting Joe Staples CMO Interactive Intelligence Table of Contents Q: As companies consider moving

More information

An Evaluation Framework for Selecting an Enterprise Cloud Provider

An Evaluation Framework for Selecting an Enterprise Cloud Provider An Evaluation Framework for Selecting an Enterprise Cloud Provider WHITE PAPER This White Paper is intended for senior IT leaders of global enterprises considering a new cloud solution or expanding an

More information

Sign Up. Numbers. Buy. Agents. Add. How to Create a Call Center in 5 Minutes with Talkdesk. Configure. Routing. Calls. Make

Sign Up. Numbers. Buy. Agents. Add. How to Create a Call Center in 5 Minutes with Talkdesk. Configure. Routing. Calls. Make Sign Up Buy Numbers Add Agents How to Create a Call Center in 5 Minutes with Talkdesk Configure Routing Make Calls How to Create a Call Center in 5 Minutes with Talkdesk Table of Contents Introduction

More information

ABSTRACT. 2015-2016 Cloud-Based Contact Center Infrastructure Market Report

ABSTRACT. 2015-2016 Cloud-Based Contact Center Infrastructure Market Report ABSTRACT 2015-2016 Cloud-Based Contact Center Infrastructure Market Report 1 The eighth annual edition of DMG Consulting s Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis

More information

CIO s Guide to Software-as-a-Service:

CIO s Guide to Software-as-a-Service: THINKstrategies White Paper CIO s Guide to Software-as-a-Service: A Primer for Understanding and Maximizing the Value of SaaS Solutions What is Software-as-a-Service (SaaS)? SaaS is a software deployment

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

Regional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS

Regional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS Regional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS Contents 03 04 07 10 Introduction What CMOs Want What CIOs Want Key Considerations with Cloud Based Strategies Introduction Today

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Software Asset Management on System z

Software Asset Management on System z Software Asset Management on System z Mike Zelle Tivoli WW IT Asset Management Marketing SAM in SHARE Project Manager mzelle@us.ibm.com Agenda Why Software Asset Management (SAM) The Discipline of Software

More information

The Why & How of Managed Services

The Why & How of Managed Services SOLUTIONS Cut Costs While Improving Productivity The Why & How of Managed Services What are Managed Services? CIOs all face similar challenges: cost containment, reliability of systems and keeping pace

More information

Case Study. Case Study

Case Study. Case Study Case Study Company Overview Great Lakes is a non-profit organization dedicated to helping make college a reality. The organization makes successful student loan repayment possible, in partnership with

More information

See what cloud can do for you.

See what cloud can do for you. See what cloud can do for you. Uncomplicating cloud business Table of contents Introduction 3 Why cloud is relevant for your business? 4 What is changing? 4 Why organizations are moving to cloud 5 What

More information

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered Over the last decade, cloud backup, recovery and restore (BURR) options have emerged

More information

Introduction. Rising demand

Introduction. Rising demand When assessing requirements for datacenter consolidation and virtualization, a combination of performance, capacity and technology options will need to be taken into consideration, and each has a host

More information

Right Time Revenue Optimization

Right Time Revenue Optimization More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing

More information

A Buyer s Guide to Enterprise Performance Management Suites

A Buyer s Guide to Enterprise Performance Management Suites White Paper A Buyer s Guide to Enterprise Performance Management Suites Seven Key Requirements in Choosing an EPM Solution Table of Contents Seven key requirements to evaluate in an EPM solution 3 1. Breadth

More information

WHITE PAPER Risk, Cost and Quality: Key Factors for Outsourcing QA and Testing

WHITE PAPER Risk, Cost and Quality: Key Factors for Outsourcing QA and Testing WHITE PAPER Risk, Cost and Quality: Key Factors for Outsourcing QA and Testing In association with: TCS Marianne Kolding December 2012 Ed Cordin IDC OPINION IDC EMEA, 389 Chiswick High Road, London, W4

More information

Managed Services Market in South Africa Mapping Opportunities in the Data Centre and Cloud Markets

Managed Services Market in South Africa Mapping Opportunities in the Data Centre and Cloud Markets Managed Services Market in South Africa Mapping Opportunities in the Data Centre and Cloud Markets January 2012 Contents Section Slide Numbers Executive Summary 4 External Challenges: Drivers and Restraints

More information

INNOTAS EBOOK The Transformational CIO

INNOTAS EBOOK The Transformational CIO INNOTAS EBOOK The Transformational CIO The Change Agent That Drives Business Strategy Table of Contents Introduction.... 3 Shifting the Focus to Strategic IT Projects.... 4 Adding Value Through IT Operations....

More information

2014 HIMSS Analytics Cloud Survey

2014 HIMSS Analytics Cloud Survey 2014 HIMSS Analytics Cloud Survey June 2014 2 Introduction Cloud services have been touted as a viable approach to reduce operating expenses for healthcare organizations. Yet, engage in any conversation

More information

Can security conscious businesses really adopt the Cloud safely?

Can security conscious businesses really adopt the Cloud safely? Can security conscious businesses really adopt the Cloud safely? January 2014 1 Phone: 01304 814800 Fax: 01304 814899 info@ Contents Executive overview The varied Cloud security landscape How risk assessment

More information

Fortune 500 CIO Is Not a Target Market

Fortune 500 CIO Is Not a Target Market Fortune 500 CIO Is Not a Target Market Smart technology companies drive revenue growth by understanding that CIOs are a heterogeneous group and the role of the CIO is changing. firebk.com 1 Executive Summary

More information

Deltek First - The Business Case

Deltek First - The Business Case Deltek First - The Business Case Executive Summary Many organizations that do business with the government are adopting cloud-based versions of specialized business solutions with the aim of focusing limited

More information

THE WHY & HOW OF MANAGED SERVICES

THE WHY & HOW OF MANAGED SERVICES SOLUTIONS CUT COSTS WHILE IMPROVING PRODUCTIVITY THE WHY & HOW OF MANAGED SERVICES WHAT ARE MANAGED SERVICES? CIOs all face similar challenges: cost containment, reliability of systems and keeping pace

More information

Talent DNA that drives your business

Talent DNA that drives your business Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment

More information

2013 North American Physician Practice Management Customer Value Enhancement Award

2013 North American Physician Practice Management Customer Value Enhancement Award 2013 2013 North American Physician Practice Management Customer Value Enhancement Award 2013 Frost & Sullivan 1 We Accelerate Growth Customer Value Enhancement Award Physician Practice Management North

More information

Can Cloud Database PaaS Solutions Replace In-House Systems?

Can Cloud Database PaaS Solutions Replace In-House Systems? Can Cloud Database PaaS Solutions Replace In-House Systems? Abstract: With the advent of Platform-as-a-Service as a viable alternative to traditional database solutions, there is a great deal of interest

More information

TECHNOLOGY SOURCING DECISIONS IN A COMPLEX MARKET

TECHNOLOGY SOURCING DECISIONS IN A COMPLEX MARKET tech line / sep 2014 TECHNOLOGY SOURCING DECISIONS IN A COMPLEX MARKET Three clarifying questions to narrow the field. By Brian Hinton, Strategic Contact Inc. Pipeline Articles www.contactcenterpipeline.com

More information

RESEARCH NOTE THE VALUE OF SUBSCRIPTION AND SUPPORT FOR IBM BUSINESS ANALYTICS THE BOTTOM LINE THE CHALLENGE. January 2013.

RESEARCH NOTE THE VALUE OF SUBSCRIPTION AND SUPPORT FOR IBM BUSINESS ANALYTICS THE BOTTOM LINE THE CHALLENGE. January 2013. RESEARCH NOTE THE VALUE OF SUBSCRIPTION AND SUPPORT FOR IBM BUSINESS ANALYTICS THE BOTTOM LINE Software subscription and support agreements are not just sunk costs, but opportunities to obtain additional

More information

Cloud Computing Readiness - Background

Cloud Computing Readiness - Background IT Best Practices Audit Cloud Computing Readiness - Background Cloud based offerings are maturing and finally taking off after a long period (e.g. Software as a Service offerings have been available for

More information

Building the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR

Building the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR Building the Digital HR Organization Accenture and SuccessFactors on the changing nature of HR More than ever, HR has to contend with changing business demands and an evolving workforce. At the same time,

More information

Delivering Customer Value Faster With Big Data Analytics

Delivering Customer Value Faster With Big Data Analytics Delivering Customer Value Faster With Big Data Analytics Tackle the challenges of Big Data and real-time analytics with a cloud-based Decision Management Ecosystem James Taylor CEO Customer data is more

More information

COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER

COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER For many B2B organizations, building a demand center is a no-brainer. Learn how to ensure you re successful by avoiding

More information

QUICK FACTS. Consolidating Service Desks Post-Merger for a Leading U.S. Energy Supplier TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

QUICK FACTS. Consolidating Service Desks Post-Merger for a Leading U.S. Energy Supplier TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES [ Energy Services, Managed Services Offering/IT Support Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Energy Revenue: $23.5 billion Employees: Approximately 26,000

More information

Hybrid Clouds. Krishnan Subramanian Analyst & Researcher Krishworld.com. A whitepaper sponsored by Trend Micro Inc.

Hybrid Clouds. Krishnan Subramanian Analyst & Researcher Krishworld.com. A whitepaper sponsored by Trend Micro Inc. Hybrid Clouds Krishnan Subramanian Analyst & Researcher Krishworld.com A whitepaper sponsored by Trend Micro Inc. Introduction The economic benefits offered by public clouds are attractive enough for many

More information

Is the Cloud Right for Your Business? 5 Reasons to Conquer the Cloud

Is the Cloud Right for Your Business? 5 Reasons to Conquer the Cloud Is the Cloud Right for Your Business? 5 Reasons to Conquer the Cloud What is the Cloud? Despite the increasing pace of cloud adoption, the many types of cloud computing available can create confusion

More information

Cloud Computing Safe Harbor or Wild West?

Cloud Computing Safe Harbor or Wild West? IT Best Practices Series Cloud Computing Safe Harbor or Wild West? With IT expenditures coming under increasing scrutiny, the cloud is being sold as an oasis of practical solutions. It s true that many

More information

Virtualization and Evolution to the Cloud Survey DENMARK RESULTS

Virtualization and Evolution to the Cloud Survey DENMARK RESULTS 2011 Virtualization and Evolution to the Cloud Survey DENMARK RESULTS CONTENTS Evolution of IT... 4 Methodology... 6 Focus... 8 Finding 1: Gaps between expectations and reality reveal market evolution...

More information

7 Deadly Sins of the DIY Cloud

7 Deadly Sins of the DIY Cloud 7 Deadly Sins of the DIY Cloud Uncovering the Hidden Impact of Custom App Development in the Cloud The Do-It-Yourself Cloud Revolution Cloud computing has brought a revolution to application development.

More information

CLOUD AND CARRIER- NEUTRALITY IN A COLOCATION DATA CENTRE

CLOUD AND CARRIER- NEUTRALITY IN A COLOCATION DATA CENTRE CLOUD AND CARRIER- NEUTRALITY IN A COLOCATION DATA CENTRE What it is, why it matters, and what it means for the future By Kevin Dean CMO, Interxion INTRODUCTION IT consumerisation, mobility, social media,

More information

The Softletter 2010 SaaS (Software as a Service) Report

The Softletter 2010 SaaS (Software as a Service) Report Brochure More information from http://www.researchandmarkets.com/reports/2095053/ The Softletter 2010 SaaS (Software as a Service) Report Description: 541 pages of invaluable data and survey results on

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,

More information

Solution Guide. IT Infrastructure Management: 10 Non-Negotiable Features You Need to Show Real Results and ROI to the Business

Solution Guide. IT Infrastructure Management: 10 Non-Negotiable Features You Need to Show Real Results and ROI to the Business Solution Guide IT Infrastructure Management: 10 Non-Negotiable Features You Need to Show Real Results and ROI to the Business Many IT optimization efforts fail because of management s inability to recognize

More information

SEVEN REASONS TO CONSIDER ERP IN THE CLOUD SPECIAL REPORT SERIES ERP IN 2014 AND BEYOND

SEVEN REASONS TO CONSIDER ERP IN THE CLOUD SPECIAL REPORT SERIES ERP IN 2014 AND BEYOND SEVEN REASONS TO CONSIDER ERP IN THE CLOUD SPECIAL REPORT SERIES ERP IN 2014 AND BEYOND CONTENTS INTRODUCTION 3 TRY BEFORE YOU BUY 4 TAKE ADVANTAGE OF THE MOST ADVANCED TECHNOLOGY 6 GENERATE MEASURABLE

More information

Say Hello to Visual IVR IVR for the twenty first century because talk isn t cheap

Say Hello to Visual IVR IVR for the twenty first century because talk isn t cheap OVERVIEW VISUAL IVR Say Hello to Visual IVR IVR for the twenty first century because talk isn t cheap Customers Love Mobile The Internet and mobile devices have had a huge impact on customer expectations.

More information

Two Roads to Mobile Workforce Management: Choosing Between On-Premises and Cloud Delivery

Two Roads to Mobile Workforce Management: Choosing Between On-Premises and Cloud Delivery A UBM techweb white paper MARCH 2012 Two Roads to Mobile Workforce Management: Choosing Between On-Premises and Cloud Delivery Companies turning to workforce management applications should consider both

More information

Software as a Service Decision Guide and Best Practices

Software as a Service Decision Guide and Best Practices Software as a Service Decision Guide and Best Practices Purpose of this document Software as a Service (SaaS) is software owned, delivered and managed remotely by one or more providers [Gartner, SaaS Hype

More information

Increase Your Speed and Flexibility with a Managed Cloud Deployment of SAP Software

Increase Your Speed and Flexibility with a Managed Cloud Deployment of SAP Software Partner Managed Cloud Increase Your Speed and Flexibility with a Managed Cloud Deployment of SAP Software Implement the most current version of world-class SAP software faster without the dedicated staffing

More information

BlackStratus for Managed Service Providers

BlackStratus for Managed Service Providers BLACKSTRATUS FOR MSP SOLUTION GUIDE PAGE TM BlackStratus for Managed Service Providers With BlackStratus MSP suite of solutions, you can quickly and effectively ramp up customer security offerings and

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

Public or Private Cloud: The Choice is Yours

Public or Private Cloud: The Choice is Yours white paper Public or Private Cloud: The Choice is Yours Current Cloudy Situation Facing Businesses There is no debate that most businesses are adopting cloud services at a rapid pace. In fact, a recent

More information

The business owner s guide for replacing accounting software

The business owner s guide for replacing accounting software The business owner s guide for replacing accounting software Replacing your accounting software is easier and more affordable than you may think. Use this guide to learn about the benefits of a modern

More information

NAREIM Session: Dangers and challenges of The Cloud. President, NiceNets Consulting, LLC

NAREIM Session: Dangers and challenges of The Cloud. President, NiceNets Consulting, LLC Main Types of Cloud Environments: - Public Cloud: A service built on an external platform run by a cloud service provider such as IBM, Amazon Web Services or Microsoft Azure. Subscribers can get access

More information

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered Over the last decade, cloud backup, recovery and restore (BURR) options have emerged

More information

KNOW BEFORE YOU GO: THE PATH TO THE CLOUD

KNOW BEFORE YOU GO: THE PATH TO THE CLOUD tech line / mar 2015 KNOW BEFORE YOU GO: THE PATH TO THE CLOUD Deciding between cloud and premise-based contact center solutions? Start the evaluation process with full knowledge of the key differentiators.

More information

THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS

THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS THE CXO S GUIDE TO MANAGING EXPANSION... WHILE CONTROLLING COSTS & COMPLIANCE CONSIDERATIONS The CXO s Guide to Managing Expansion While Controlling Costs & Compliance Considerations 2 45% OF IT PROFESSIONALS

More information

Hosting and cloud services both provide incremental and complementary benefits to the organization

Hosting and cloud services both provide incremental and complementary benefits to the organization 33 Yonge St., Suite 420, Toronto, Ontario Canada, M5E 1G4 W H I T E P A P E R I D C a n d T E L U S E n t e r p r i s e C l o u d S t u d y, 2 0 1 3 : C a p i t a l i z i n g on C l o u d ' s W i n d o

More information

nfx One for Managed Service Providers

nfx One for Managed Service Providers NFX FOR MSP SOLUTION GUIDE nfx One for Managed Service Providers With netforensics MSP suite of solutions, you can quickly and effectively ramp up customer security offerings and increase your bottom line

More information

2014-2015 Cloud-Based Contact Center Infrastructure Market Report

2014-2015 Cloud-Based Contact Center Infrastructure Market Report ABSTRACT 2014-2015 Cloud-Based Contact Center Infrastructure Market Report The seventh edition of DMG Consulting s Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis

More information

How Smaller Organizations Can Use Talent Management to Accelerate Organizational Growth and Productivity

How Smaller Organizations Can Use Talent Management to Accelerate Organizational Growth and Productivity How Smaller Organizations Can Use Talent Management to Accelerate Organizational Growth and Productivity Small to mid-sized organizations, whether for profit or not, need a means to manage their talent

More information

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud

VALUE PROPOSITION FOR SERVICE PROVIDERS. Helping Service Providers accelerate adoption of the cloud VALUE PROPOSITION FOR SERVICE PROVIDERS Helping Service Providers accelerate adoption of the cloud Partnership with Service Providers Enabling Your Cloud Services in Complex Environments Today s challenge

More information

HOW TO. to Executives. You know that marketing automation is the greatest thing since sliced bread. After all, what else can help you...

HOW TO. to Executives. You know that marketing automation is the greatest thing since sliced bread. After all, what else can help you... HOW TO Sell Marketing to Executives Automation You know that marketing automation is the greatest thing since sliced bread. After all, what else can help you... 1 making inroads with the corner office

More information

Bringing the Cloud into Focus. A Whitepaper by CMIT Solutions and Cadence Management Advisors

Bringing the Cloud into Focus. A Whitepaper by CMIT Solutions and Cadence Management Advisors Bringing the Cloud into Focus A Whitepaper by CMIT Solutions and Cadence Management Advisors Table Of Contents Introduction: What is The Cloud?.............................. 1 The Cloud Benefits.......................................

More information

Take Your Vision to the Cloud

Take Your Vision to the Cloud Take Your Vision to the Cloud Executive Summary Many Professional Service firms are moving their Deltek Vision solution to cloud with the aim of focusing limited IT resources on core business requirements

More information

TOP 10 CLOUD MYTHS DEBUNKED Navigating to the Cloud - Maximize Operational Efficiencies and Minimize by Avoiding Common Cloud Myths WHITE PAPER

TOP 10 CLOUD MYTHS DEBUNKED Navigating to the Cloud - Maximize Operational Efficiencies and Minimize by Avoiding Common Cloud Myths WHITE PAPER TOP 10 CLOUD MYTHS DEBUNKED Navigating to the Cloud - Maximize Operational Efficiencies and Minimize by Avoiding Common Cloud Myths WHITE PAPER Contents 1. EXECUTIVE SUMMARY 2. INTRODUCTION Top Market

More information

ABSTRACT. 2015-2016 Contact Center Workforce Management Product and Market Report

ABSTRACT. 2015-2016 Contact Center Workforce Management Product and Market Report ABSTRACT 2015-2016 Contact Center Workforce Management Product and Market Report 1 DMG Consulting s eighth annual Contact Center Workforce Management Product and Market Report provides the most accurate,

More information