Cloud computing, mobility and social technologies are changing the way companies operate and the three platforms are all considered to be intertwined in some capacity. By leveraging these options together, businesses have the ability to allow employees to collaborate through conferencing channels, serve customers with an improved contact center that offers a more social touch and operate continuously, thanks to the cloud.
Market research firm Gartner recently announced that these developments are forming a new type of IT organization. The Nexus of Forces, as it is called, is considered the next step in the evolution of the IT industry.
Chris Howard, Gartner managing vice president, explained that the most capable computing environment in recent years was only available in the office. The evolution of the cloud, social and mobile channels has ultimately changed this restriction. Businesses not taking advantage of these technologies may regret it because their rivals will ultimately pass them by in their respective markets.
"Mobile devices are a platform for effective social networking and new ways of work," Howard said. "Social links people to their work and each other in new and unexpected ways. Cloud enables delivery of information and functionality to users and systems. These forces of the Nexus are intertwined to create a user-driven ecosystem of modern computing."
Cloud, other technologies impacting unified communications
Forbes contributor Ray Dolan recently suggested that cloud computing, mobile and social solutions are also playing a significant role in the evolution of unified communications, which is still considered a young technology.
"We now have voicemail for our office phones, cell phones and home phones, multiple email inboxes, text messaging, instant messaging and video chat, and have social channels that connect us," Dolan explained.
Companies utilizing multiple technologies to improve their unified communications must also be aware that customers may end up going to another business if they do not receive an immediate response. Given that more people are using mobile and social to connect with organizations, disregarding this audience need is not the smartest move.
But there are even more issues for businesses using a multitude of IT solutions. Dolan noted that all of these options have actually made unified communications more fragmented and, in order to address this issue, IT departments must manage costs and complexities.