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.
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
|1.)||Call Center Studio|
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