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The article reports about several strategies for modernizing contact centers. Topics include how systems need to be able to track structured and unstructured data such as metadata, across every channel to analyze the entirety of the relationship; how modern technology can collect and synthesize data from various sources, providing companies with actionable insights; and how service businesses cannot succeed by providing customer experience in one area and failing to do so in other areas.

The article reports that Austin, Texas-based Dell EMC Corp. implementing a customer relationship management (CRM) strategy to drive re-engagement and increase revenue. Dell EMC helps organizations modernize, automate and transform their data centers. It can transform businesses through the creation of cloud-native applications and Big Data solutions.

The article reflects on the plan of the U.S. government to launch its Cloud First data security solutions with increase in funding for the 2014 fiscal year, both in public and private, following the increase in cloud usage. It notes that the plan aims to reduce the number of data centers and eliminate unsuccessful information technology projects. The plan also aims to reduce government costs and increase efficiency, agility and innovation. INSET: Streamlining Microsoft content migration.

The article discusses the movement of organizations towards cloud management environment. Noted is the changing enterprise view regarding the cloud as most of the conversation on cloud emphasize on security. The advantages of the cloud such as vendor selection with global data center network, transparency on data location and local partnership and flexibility are also discussed.