- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- PilotHouse - UCC
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
Shift to “Enterprise Technology” Relies Upon Vendor Partners for Managed, Cloud Services
A distinct and validated paradigm shift is taking place in the way technology and business leaders interact. Nemertes calls it the transformation from Information Technology (IT) to Enterprise Technology (ET). Not only does this shift change the way business leaders view IT, it also alters the organizational structure of IT itself. In the ET world, the technology team becomes more strategic, and as a result, it relies more heavily on trusted partners to handle tactical functions—and in some cases, assist in strategic direction of the company. Consequently, managed and cloud services are playing an increasingly important role in enterprise organizations, with the network itself serving as the foundation for effective and strategic ET policy. IT leaders must define a new operating model that allows for innovation and adapts to the changes in the business climate and in the demand for services. This paper will outline the changes happening in IT, what role partners play, and how to achieve a “trusted advisor” relationship with those partners.