The COVID-19 pandemic accelerated a digital transformation trend for many businesses. Companies across various sectors are rapidly transitioning from traditional on-premises systems to cloud-based solutions.
In fact, AVANT, a technology services distributor, unveiled the results of its 2024 State of Disruption Report that examines how businesses are transitioning from traditional systems to cloud-based solutions, focusing on areas like UCaaS, CCaaS and security. It also explores the influence of trusted advisers on these technological buying decisions.
The report finds that the vast majority of respondents across all industries have a plan in place and have started their transformation journey. However, only 28% of respondents say their companies have fully realized digital transformation plans.
Additionally, around a third of respondents believe that their internal teams are, quote, "less than qualified to plan, manage, optimize and troubleshoot the full range of their IT infrastructure,” said Ian Keininger, CEO and co-founder, AVANT.
Within those digital transformation objectives, cloud adoption is on the rise; particularly for security solutions, as one might expect. The report reveals that 78% of respondents rely on trusted advisers to procure cloud services, with UCaaS and CCaaS showing the strongest growth.
Currently, the average cloud-based phone usage across all industries sits at 58%, compared to just before the 50% before the pandemic. This number is projected to reach 77% by the second quarter of 2024, with financial services leading the charge. Retail, high-tech and construction are expected to see significant increases as well, with adoption projected to rise by 9% to 11% within the next 12 months.
CCaaS adoption is also expected to surge, particularly in financial services, where it's forecast to reach over three-fourths within a year, up from 51% pre-pandemic and 63% at the survey time. Retail/e-commerce follows closely, with a projected rise to 78% in the next year.
It’s great to see these adoption rates rise because because it can lead to the fostering of improved internal collaboration. Also, UCaaS and CCaaS, when used together, create a powerful customer experience engine. CCaaS equips contact centers with features like omnichannel routing and real-time analytics, enabling agents to resolve issues faster and provide better service. Additionally, UCaaS allows for seamless integration between customer support and other departments, ensuring a smooth customer journey.
Also, cloud-based delivery eliminates the need for expensive on-premises hardware and IT maintenance. Businesses can easily adjust their service plans to fit their needs.
“Regardless of the flavor of cloud architecture being deployed, adoption has increased significantly compared to pre-pandemic levels,” said Alex Danyluk (News - Alert), Managing Director, AVANT Analytics. “Yet, when asked why legacy on-premises solutions would still be in use, respondents unsurprisingly listed cybersecurity as their top concern.”
Only 39% of survey respondents felt well-prepared. Regarding how a breach would impact their employment, more than two-thirds expressed concern that a data breach could bring about the termination of their employment.
That explains why the majority of respondents look to trusted advisors for help selecting security solutions. End-user customers leverage trusted advisers for IT solution implementation strategies, with most respondents using them 84% of the time. Nearly half of respondents rely on trusted advisers for recommendations and implementation during internal strategic decision-making processes.
“Serving as a valuable tool and educational resource for our trusted advisers and their end customers, the State of Disruption Report paints a clear picture of the rapid pace of change being experienced across the technology sector,” said Keininger.
The AVANT Analytics 2024 State of Disruption Report is based on a survey of U.S.-based enterprise decision-makers at either the C-suite or Management/VP-level in IT, security or finance.
Edited by
Alex Passett
