Taking a sledgehammer to crack a nut is rarely a good idea. All that wasted energy simply can’t be justified. Similarly, imposing a monolithic technological solution on a business which simply doesn’t need it, amounts to over-engineered folly. So it often is with contact centres. Back in the day, there was only one way: a hard-wired, mega-capacity network connection; eye-watering call-handling complexity; and wallet-draining implementation management that took months to deliver. The cloud has changed all of that, of course. Or has it?
In the news
What is your first thought when you learn that a valued partner is in the middle of a merger or acquisition? Is it: “How will it impact on my current contract?” Is it: “What will it mean for my day-to-day ops and service levels?” Or is it: “Will my own cultural values be at odds with those of my new partner’s?” Well, chances are it’s all of the above and many more besides.
Destiny’s recent acquisition of Soluno has been written in the stars for years, it was just a matter of getting the timing right, according to Group CEO Daan de Wever. The Belgian comms provider recently gobbled up Swedish pair Soluno and Telepo for undisclosed sums to become the largest UCaaS platform provider in Europe with expected revenues of €170m.