Cloud is redefining numerous sectors of the tech economy, not only in enterprise IT operations but also across consumer mobile and internet services, gaming, telecom network operations, application development, and many more. As cloud becomes increasingly dominated by a small number of major players, these companies are investing billions of dollars to build millions of square feet of data centre space, underlining the future opportunity still to be seized by technology vendors and cloud service providers.
The reality of enterprise IT is that the vast majority of business is done through the vast ecosystem of managed service providers, systems integrator, born-in-the-cloud services companies, specialised service providers, consultants, VARs and other organisations that make up the ICT channel. New business models, technologies and customer priorities will inevitably force channel companies to rethink their fundamental strategies.
The contact centre marketplace has changed dramatically over the past decade. Traditional vendors and new disruptive startups are offering cloud-based solutions, and cloud contact centre sales already account for more than half the new systems sold annually. As a result, competition has increased and vendors must keep ahead of the curve in technology and functionality, while contact centre managers must cope with dramatic changes in their working environment.
Enterprise communications technology is essential to businesses of all sizes. Use of the cloud for communications and collaboration services is ramping up quickly, and enterprises are starting to gravitate toward cloud-based suites rather than best-of-breed technology. Trends such as embedding real-time communications into business applications, and the increased use of analytics and artificial intelligence in communication and collaboration solutions will continue the path of innovation in this space.
Service management has evolved beyond the realm of IT to represent a more strategic and all-encompassing way for businesses to deliver and support a range of important services. It remains concerned with IT services, but effective enterprise service management (ESM) aims to improve and better integrate the cross-functional processes that employees work with, optimising end-to-end business services in the process.