Companies are demanding that service providers “get real” about the level of communications services necessary for today’s complex environments and demands.
An article on Avaya’s blog explains how technology developments are providing organizations with more powerful communications capabilities. The challenge is finding the resources, talent and training to keep up with these powerful tools.
“The growing complexity of communications technology increases the need for advanced diagnostics,” writes Mike Runda, president of Avaya Clients Services. “Technology stacks are getting thicker and more often include elements from different suppliers.”
Field services agencies are more likely to use subcontractors in situations that involve remote offices. They are also more likely to use technologies in which the prime partner isn’t as proficient.
This is why it’s so important for field services companies to be able to incorporate their subcontractors into their service management workflow. This will reduce overhead administration costs by avoiding the need to produce purchase orders for every project.
“Organizations will need better diagnostic tools and techniques to stay up and running and respond to outages quickly in these multi-vendor environments,” Runda writes.
With IT budgets remaining tight, any deployment of new technology must include aggressive goals that spell out return on investment, according to the Avaya article. That includes “the mitigations of ongoing support and management expenses, including both hard and soft costs.”
Source: Avaya, October 2012