Jun 23, 2019

Gabsten Technologies: Not embracing the cloud can dull your competitive edge

Hemant Harie
4 min
Hemant Harie, Managing Director at Gabsten Technologies, examines how not embracing the cloud may dull your competitive edge
Hemant Harie, Managing Director at Gabsten Technologies, examines how not embracing the cloud can dull your competitive edge

Hemant Harie, Managing Director at Gabsten Technologies, examines how not embracing the cloud can dull your competitive edge

Digital transformation is essential if any organisation is to remain relevant today and future proof their foundation. Cloud platforms and services are part and parcel of this, and there is a general understanding that organisations ‘must’ migrate to the cloud. However, despite this, many businesses are still sitting on the proverbial fence about migrating to “the cloud”. The reality is that every business is already using cloud services to some degree, and without a formal strategy they could land up facing unforeseen challenges. Without cloud services, business is all but impossible, so organisations need to get up to speed or risk losing their competitive edge.  

One of the biggest challenges around the cloud is actually understanding everything that it entails. There are various levels of cloud integration that many businesses are using unknowingly, and this lack of knowledge could prove detrimental. For example, Gmail and the Google suite of tools are cloud services, and they are extremely commonly used by many people. If your employees access their Gmail account at work, whether for email or any of Google’s productivity tools, then your organisation is using cloud services.

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This is a basic example, but it demonstrates just how pervasive the cloud has become. There are a number of cloud applications that are all too easy to obtain by anyone with a credit card. What often happens is that departments within an organisation do not go through formal procurement processes with IT and simply obtain services themselves. This might include accounting packages, marketing tools and more. So, any enterprise might in fact have several cloud services in use in their business, but these are outside of the control of IT and do not form part of any formal backup or disaster recovery solution. This can cause compliance breaches, lost data and business downtime to name a few challenges.

While it is impossible to entirely avoid the cloud, it is not recommended to simply move everything into the cloud either, especially not without a plan. Data is the critical thread that ties this all together. Data must be secured, protected, and recoverable. This means all cloud solutions need to be part of an organisation’s overall digital / technology strategy. It also means that before moving anything into the cloud it is absolutely essential to assess the entire business environment. The full implications, integrations and interactions must be understood before migrating anything into the cloud, and business requirements must be taken into account before any move is considered.

When done correctly, cloud migrations can deliver many benefits. For example, for many businesses their mail server is mission critical. Maintaining the level of availability and redundancy necessary in-house is costly. Migrating to a cloud-based mail server can ensure availability without the capital outlay and need for internal skills to maintain it. It provides the exact same service and functionality at a far more affordable monthly fee. Conversely, if the organisation migrates components into the cloud and then wishes to remove this data, there may be hidden costs and processes involved, including egress fees to extract data and restore timelines which may jeopardise your restore time objectives.

Disruptive new entrants into the market, unburdened by legacy infrastructure and processes, have the advantage here and can easily steal market share from more established players. Without the cloud, businesses risk stagnation and dulling of their competitive edge.  However, getting it right is crucial. Organisations need to understand what systems they have in place, what data they own, what applications are being used, and how all of these integrate and interact both from a technical as well as from a business perspective. In addition, the organisation also needs to understand what to move to the cloud and what not to. Often, this means partnering with a specialist provider, who can help the company develop a roadmap to the cloud that works for the business.

The cloud is everywhere, and all organisations are using it in some form whether they acknowledge it or not. If the organisation does not embrace digital transformation and leverage the benefits of the cloud, it will lose the ability to maintain or improve competitive advantage.

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Jul 26, 2021

Five9: the cloud software industry leaders acquired by Zoom

five9
Cloud
contact centre
Catherine Gray
2 min
Following the announcement of Zoom buying cloud company Five9 for almost $15billion, we take a deeper look into the company’s history and success

Five9 is the leading provider of cloud contact centre software. Driven by a passion for transforming contact centres into customer engagement centres of excellence, Five9 have a deep understanding of the cost and complexity of running a contact centre.

Founded in 2001, Five9 help contact centres of every size create powerful connections. 

The company has over 20 years of cloud contact centre experience, reaches over 2,000 customers worldwide, and annually reaches over 7 billion customer interactions. 

Built on a highly reliable, secure and scalable cloud platform, Five9 makes it easy to rapidly trial and deploy new services. Its software also future proofs businesses by supporting AI and other emerging technologies.

Utilising cloud capabilities for improved customer experience

Offering software that creates more successful customer interactions, Five9’s cloud contact centre software increases contact centre productivity. This is without the capital expense and maintenance costs of premise-based systems.

Built on flexible architecture that adapts to a company’s changing needs, Five9 customers benefit from a secure, reliable and scalable contact centre.

Five9’s cloud contact centre platform also gives customers access to an extensive ecosystem of partners. Its platform can be enhanced with leading customer relationship management, analytics, workforce management, performance management solutions and telephony providers.

By utilising cloud technology, Five9 customers have access to the latest capabilities through no-touch, non-disruptive real-time upgrades.

Five9’s recognition for industry-leading software

As a leading cloud contact centre software provider, Five9 has been recognised by leading industry publications and organisations for its success and innovative solutions.

For the fourth consecutive year, Five9 has ranked as a global leader for The Aragon Research Globe for Intelligent Contact Centres 2021. 

Five9 was also one of only three providers to earn the MetriStar Top Provider award when evaluated as part of Metrigy’s global 2021-2022 Workforce Optimisation and Engagement research study.

Five9: Zoom’s first major acquisition

Zoom Video Communications has agreed to buy Five9 for about $14.7bn, marking the company’s first major acquisition.

This deal with Five9 will help expand the company’s Zoom Phone offering.

“I believe the combination of Zoom and Five9 will be a game-changer. Joining forces will create a transformative opportunity for two strong companies with complementary capabilities and shared values,” said Five9’s CEO, Rowan Trollope.

With Zoom’s reach and brand, the acquisition will help Five9 propel forward and help the company deliver on its goal of significant international expansion

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