In all emerging software markets we ultimately see the new stuff disrupting the old. This is the way of the world. Over time we become accustomed to it though. It didn't seem that long ago that mobile usage in public was frowned upon; now they are fairly ubiquitous.
At this years Call Centre Expo, the Vodafone speaker said that 8 out of 10 handsets they ship are now smart phones. So we're starting to see computing on the go also. It's already becoming a social norm to see people glued to their smart phones instead of talking to each other.
Open Source software? I remember when people claimed such things could never become mainstream. Open Office? Apache? Linux? There are now many companies running entire software stacks on nothing but free and Open Source software.
So to assume Cloud based software will not become mainstream is to assume that you can successfully stand still whilst the world moves on around you. Increasingly shrinking budgets, the need for more efficiency, the need to recruit and retain the best staff and a growingly competitive market mean many companies are using Cloud based solutions to their advantage. This was evident at this years Call Centre expo as Cloud Solutions, Home Working and Social Media were some of the main trends.
Times are changing and every market is being affected by emerging software and new models of software usage. The Call Centre industry is no different. It's a really exciting time to be part of NewVoiceMedia as we push forward and break boundaries in the Cloud Contact Centre industry.
We are disrupting old habits. And it feels good.
The title of this post was borrowed from the excellent blog site - http://janchipchase.com/content/essays/big-switch-with-a-little-impact/