It is becoming standard for organisations to offer multiple customer touch points including apps on mobile devices and through social media applications. Certain applications such as voice will remain on premise for now. Organisations will need to integrate different customer touch points with different delivery models. In other words, hybrid cloud environments will exist over the next few years as the means of supporting multiple customer touch points. The key challenge for organisations is to integrate all of these touch points with both cloud and on premise delivery models. The opportunity for IT vendors centres around software and services that successfully provide this integration.
Andrew Milroy is vice president, ICT practice, Asia Pacific, Frost & Sullivan.
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