Cloud Trends Unfolding: IT Assumes the Role of Innovation Broker

Spoken | July 14, 2016

6th in the series

As we continue our series of  Cloud Trends Unfolding in 2016, one of the more interesting trends to watch is how the cloud is impacting the IT department.  One might think that the advent of the cloud would have a negative impact on IT, but as we monitor trends, what we’re seeing is how the role of IT is shifting from that of “overseer” to that of “innovator.”    innovation

The Role of Overseer

Prior to the arrival of the cloud, the CIO was the purchaser of hardware and software that was needed for the day to day operations. Once these items were purchased, the CIO along with the IT department, implemented these items and maintained them.  Basically, the IT department was responsible for making sure that everything worked and that all the systems were secure.  The role of overseer was clearly defined and things chugged along.

Enter the Cloud

Then Cloud technology came along and everything changed.  Everything began to move faster. Money that had initially been spent on maintenance now needed to be shifted to new things. Additionally, various departments within organizations were jumping over to the cloud on their own, separate from the rest of the company.  In many cases, no one was consulting with IT, which at the time, gave the false impression that IT would be side-lined or marginalized into a minimal role.  However, as cloud technology began to grow and departments migrated their resources to the cloud, it became obvious that the IT department’s role would become much more front and center.

The Role of Innovator

The cloud offers much flexibility and scalability to businesses. This makes it an attractive option when it comes to data storage. In addition, most cloud vendors offer a pay-as-you-go model bringing data storage costs down considerably.  Every CIO wants to insure that they are getting the full cost-benefit that the cloud offers and they tend to rely on their IT managers to research and monitor the best strategies offered. This has required IT managers to gain an insider’s knowledge of each cloud vendor and the specifics of their services enabling them to “pick and choose” which services best suit their company’s IT needs.  For example, which aspects of their business need to be on a private cloud and which are suitable for a public cloud.  It’s been through this process, of sifting through the options of cloud technology, that the role of IT has changed.  Additionally, as cloud technology advances, many cloud vendors are seeing the need to offer more specialized services, breaking away from the more one-size-fits-all model we saw in the early cloud days. With so many options becoming available, it only makes sense that the IT manager would move from the role of overseer/project manager to innovator and cloud-service broker.

IT managers of call centers have, perhaps, been some of the most innovative.  As cloud technology has grown and adapted to market needs, it has proven to be an effective means of streamlining the call center. Since cloud technology allows agents to work remotely, rather than on-premise, call centers can temporarily add agent seats when needed to support peak seasons and then scale back down during the slower times. This type of scalability has proven to be revolutionary to the call center.  Here at Spoken, our Spoken Cloud ACD options are equally revolutionary and efficient allowing customers to gradually transition some or all operations to the cloud. IT managers have praised this aspect of the Spoken ACD.

To learn even more about how the cloud can benefit call center revenues, check out our Spoken blog here.

When it comes to transitioning your organization to the cloud, who better to sort through the latest technology than the team that has been at the helm of your organization’s technology all along?   Thanks to IT innovations, call centers, and all organizations, can reap all the benefits of cloud computing. With the cloud technology continuing to move forward, it would appear that IT managers will have plenty to keep them busy and innovating for a long time to come.


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