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Industry Analyst Gartner explains why contact centres are naturally suited to "bimodal IT".
Global industry analyst Gartner [i] has a model to help organisations respond to the proliferating demands of IT, a model it termed "bimodal IT" ([i] Definition of bimodal IT in Gartner’s IT glossary: "the practice of managing two separate, coherent modes of IT delivery, one focused on stability and the other on agility. Mode 1 is traditional and sequential, emphasizing safety and accuracy. Mode 2 is exploratory and nonlinear, emphasizing agility and speed."). This effectively is the combination of old-style and modern IT practices whereby mode one is technology driven and mode two is business driven, it is an approach that is appreciated by today’s return-on-investment focused and tech-savvy CIOs.
The successful application of bimodal IT appears to be fuelled by the exponential growth of cloud-computing. According to the Cloud Industry Forum, [ii] latest research indicates that "69% of organisations (in the UK) have formally adopted at least one cloud-based service within their business, and satisfaction with the use of cloud solutions remains high".
The adoption of cloud-based contact centres is a classic example. They combine the proven benefits of a traditional on-premise solution with the increased flexibility, scalability and reliability of the latest cloud-based solutions. Add to this true multichannel capability in a single application and a cost-effective pay-as-you-go pricing model and it’s clear that deploying a cloud-based contact centre really is the way to go.
Cloud contact centres are the epitomy of bimodal IT
By their very nature, cloud contact centres epitomise bimodal IT. They combine stability and agility all in one step by offering:
Published: Monday, August 15, 2016
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20.) | Empirix Empirix Hammer Cloud Empirix is the recognized leader of end-to-end contact center test automation and script development solutions on the market. Our renowned product line, Hammer, offers functional, regression, systems integration, performance, and customer experience testing for on premises, hybrid, and cloud environments. We also offer work-from-home test solutions to ensure continuity of experience for your customers across any environment. Hammer Cloud Platform (HCP) is Empirix’s new comprehensive, test automation offering that integrates functional, regression, systems integration, performance, and customer experience testing into an intuitive, software-as-a-service (SaaS) solution. With HCP, it’s... (read more) PH: +1 978 313 7000 |