How can CIO prepare for perfect summer holiday in 2018
28. 6. 2018
In 2018 we live 4th digital revolution and we hear every day buzzwords such as artificial inteligence, autonomous db, chatbots, cloud, digitalization. We want from experience and from studying the trends and living IT put together points, which every CIO should in 2018 follow in order to spend nice holiday without worrying in the summer season something in the company IT will fail.
- Start using the SaaS from cloud. No IT infrastructure, security, stability on premise can be as good as the leading cloud SaaS. Modern solution designed in the last years are stable, simple and powerful as any before. CCW offers for contact center cloud solution from Genesys called PureCloud (https://www.genesys.com/purecloud) which runs on Amazon Web Services cloud platform. Summing all cloud vendors together and multiply by 10 and you still don`t reach the power of AWS. The avalaibility is from its very beginning in 2015 99.9%. Lets be honest no on premise contact center has such a stability. Amazon invest such a amount of money to security, that even the biggest enterprise companies cannot afford that. You always have backups and plenty of storage. You always have the power you need by deploying microservices. So deploying leading cloud provider for contact center or CRM you have the most stable and powerful system which serves you. Be calm , enjoy your holiday, customer will reach you and they will be take care off.
- Deploy newest Oracle Autonomous DB 18c. This DB is always automatically installing security patches, fixes, so your database is always up to date from security and stability point of view. You don`t have to plan, test, perform security patching , which is mostly anyway weeks late. Your data are protected and all known issues are always fixed. The Oracle 18c DB can also autonomously with the help of artificial inteligence recognize hacker attack, security threat and immediately reacts and stops the attack. This apply for on premise but of course also for cloud oracle db.
- Deploy chatbots. For some company such as assistance companies the summer holiday means peak hours for the contact center. There is mostly no capacity planned for this usage. Deploy chatbots which can help technically skilled customers being served without the need of waiting 20 minutes in the queue.
- Deploy multichannel selfservice. In the summer holiday season many employees are on deserved holiday and the services offered by company are limited. Do as much as possible and offer as much as possible via multichannel selfservice. Let your customer be free to get the job done via portal, webpage, smartphone app, chat, IVR. These way the customer will not recognized the holiday cucumber season in your company,
- For the reports, analytics, invoicing and controlling deploy artificial inteligence which will work instantly 24x7 and you will always have the reports, statistics, bills ready no matter what the situation is in the company without presence of CIO or any other people.
- Deploy workload management. No matter how good your managers are , whether they are or aren`t present, workload management will always allocate your people, tickets, resource in the most efficient way. So fast and reliable, that CIO don`t even have to think about it. Consider workload management from Genesys : (https://www.genesys.com/definitions/what-is-workload-management).
- Do your development agile. Work from one target to another, step by step. Don`t plan big bang project, go with small but good steps. You make mistake, don`t worry rollback one step. CIO goes to holiday, he doesn`t have to worry there will be mistake made which will make the year, project disaster. If he returns and realizes something went wrong, do in agile methodology step back.
- Don´t be afraid something will be not captured by CIO careful eagle eye. Deploy Internet of Things (IoT) and have online monitoring in the company cars, ships, containers and also with your workers in the field. CCW offers you SaaS deployed in the cloud , which we developed and are running since 2007 : Monit7 (http://www.monit7.com)
- If you run Oracle Siebel CRM, upgrade without doubt to IP2018. You have zero downtime and deploy agile your business requirements instantly without putting the servers down. Get Oracle Siebel CRM IP2018 deploy into cloud on premise. CCW will perform upgrade and manage all changes needed to utilize these innovations.
CCW Team wishes you a nice summer holiday, with not thought on possible disaster but on thoughts what to make in 2018 together in order to be leaders !
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