2016 Cloud Trends Unfolding: insights from the end of Q2

Spoken | August 9, 2016

The first in the Cloud Trends Unfolding Series 2016

As you look at the title of this blog, you may be thinking, “What? Trends? But it’s June.” True, typically we do tend to write about trends as we are saying goodbye to an old year and ringing in a new one. However, we thought now would be a great time to see how our predictions back at the end of 2015 are unfolding, now that we’re wrapping up the second quarter of 2016.    elasticbox-2016-cloud-trends-sky.jpg

Six Cloud Predictions for 2016

The overall prediction for 2016 we made in our November 2015 post (linked to above) was basically that we would see growth; more companies would move more functionalities to the cloud. We would see a greater migration of more data to the cloud, and the demand for cloud security would increase as well.

In a recent article in CIO, industry insiders share some insight on cloud trends they believe will dominate the rest of 2016. While this article details a number of trends, we’d like to take a closer look at each one and offer our two cents as well.

Trend #1: the data land grab

land_grab.jpgAccording to Dustin Smith, Sr. Product Marketing Manager of Tableau Software, big cloud providers will be pursuing companies everywhere to move their data into their cloud ecosystems. Any and all cloud providers will be looking to try and move all of a company’s data to their cloud platform.

In other words, be prepared to see cloud providers make a big push for all of your data to be moved to their cloud platform. This will be especially true for large companies with large amounts of data to be moved. Basically, now that the cloud has proven itself when it comes to efficiency, cost and ease of use, cloud companies are saying “hey, enough with the bit by bit transitions, we want you to fully commit to letting us handle all of your data storage needs on our cloud system.”

Of course, cloud companies want all of your data, but Spoken firmly believes that dipping your toe in the cloud and using a gradual transition plan works best for most cloud contact center migrations.

Trend #2: big companies go cloud in a big way

According to Smith, “the tipping point is upon us.” The cloud is no longer seen as something that only startups do but has definitely become more mainstream, and CIOs are realizing the cost effectiveness of the cloud as they look five and ten years down the road.

In fact, according to DMG Consulting LLC’s 2015-2016 Contact Center Infrastructure Market Report, cloud-based contact center infrastructure has hit its stride on a global basis. The past 12 months have been the best in the history of this sector, with the number of cloud-based contact center infrastructure seats rising 49.9% over the last year, from 1,302,788 to 1,953,249. The report also found that a majority of customers are satisfied with their cloud-based solutions with 90.8% of customers satisfied, highly satisfied, or completely satisfied with their cloud-based contact center infrastructure solution. This year saw great improvement is system availability and reliability, demonstrating that the leading competitors have learned how to deliver compelling and reliable solutions.

Trend #3: hybrid cloud strategies get easier

“One foot in the cloud and one foot on the ground? When it comes to a technology roadmap, this largely lost the “playing safe” stigma and is now openly accepted as the right path for some organizations,” Smith says. “As a result, solutions and services built to support this model will bloom like never before.”

We’ve noticed this trend as well. Many of our customers ask about not just our shared cloud platform but also the possibility of a private or dedicated cloud (of course, the answer to all three is “yes”). And we created an animated video to showcase the flexible options available.

But how does a customer decide which strategy will work best for their contact center? Elements such as sunk costs in existing infrastructure, end-of-life timelines and availability of resources are all factors, and there is no one right answer we can jot off in a quick blog post. In fact, we’re constantly writing about this question as new information surfaces and as customers ask us more questions and provide us with new challenges. For example:

Is an Avaya hybrid cloud right for your call center

Seven things to consider before selecting a private cloud vendor

Call center TCO: why it doesn’t matter

What we can tell you is that now, at the end of Q2 2016, these three trends are out in force. Yes, we are seeing more cloud adoption. Yes, we are seeing several companies going cloud in a big way. And yes, we are constantly being asked to customize hybrid cloud solutions in order to enable contact centers to take their first steps into the cloud.

Considering cloud? Find out more about how other contact centers have done it.

Avaya cloud transition resource library

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