- 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.
Strong Growth expected in Cloud Services (HCS) IPT in 2013
While only 7% of companies currently use cloud-based IPT, nearly 20% are either planning to deploy in 2013, or are evaluating hosted UC for potential deployment. This reflects a larger trend toward greater use of third-party IT services – overall hosted and cloud budgets will increase by over 57% in 2013. Cloud communication services offer both large and small companies the opportunity to improve collaboration by enabling the flexibility to add features as needed or as the business grows, and the ability to quickly deploy and scale without large upfront capital investments, or the need to train staff to deploy and support new platforms.
Another factor driving growing interest in HCS-based IPT is the increasing availability of services targeted at mid and large-size businesses. Examples include Verizon's Managed UC&C for Microsoft® Lync® Server, ShoreTelSky hosted VOIP, Sprint’s hosted UC offering based on Cisco Hosted Collaboration Solution, hosted contact center services from Siemens and Genesys, Vox Mobile's Managed Mobility Services, and many more.
ETA Bottom Line:
Include hosted services in your IPT evaluations. Discuss HCS roadmaps with your vendors and watch for new trends in this segment.