Welcome to Episode 32 of the Cloud Wars Horizon Minute — featuring news and commentary hosted by Acceleration Economy analyst Tom Smith. Each episode provides insights into one or more Innovation Accelerators on the Cloud Wars Horizon.
This episode touches on Kyndryl, which was spun off from IBM in 2021 and now provides consulting services under its own brand name, and a new partnership for cloud contact centers.
Highlights
00:30 — Kyndryl recently expanded its partnership with contact center tech provider Five9 to deliver better experiences to customers and employees via the cloud.
00:35 — Kyndryl and Five9 will leverage Kyndryl’s Digital Workplace Services, as well as AI, automation, and cognitive analytics expertise, along with Five9’s cloud-based contact center technology.
00:50 — If you’re not familiar with Kyndryl’s Digital Workplace services, they include device management, desktop virtualization, IT support, and more. The company partners with third parties for key applications such as virtualization and collaboration.
001:10 — You can pretty easily imagine how integration can improve CX in support desks and contact centers. For instance, an agent or support professional could receive a caller’s info and history along with the call. That could remove some of the friction that’s so common in these scenarios.
01:30 — Also noteworthy is Kyndryl’s investment in certifying its employees on the top three cloud hyperscalers.
- For Microsoft Azure, it has 18,300 employees certified
- For AWS: 4,100
- And for Google Cloud: 2,800
02:02 — Ivan Dopple, GM and global practice leader for Kyndryl’s Digital Workplace services, said the company will be “absolutely open” to the cloud providers – consistent with the multi-cloud approach that is so common among customers.
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