Specialists vs. generalists.
In an all-too-familiar movie scenario, an unsuspecting jumbo-jet passenger—who may have flown a two-seater prop plane years ago—is tossed into the cockpit and must safely land a plane full of panicked, screaming passengers. While one of the engines is on fire.
For many IT leaders, this Hollywood situation feels all-too-real, having been burdened with the sudden responsibility of migrating business and contact center communications to the cloud. In-house IT expertise is typically broad, not deep, and for good reason: many IT functions, like security and governance, are too important to trust in the hands of generalists. And IT leaders are learning overnight that communications and collaboration technology falls into this same category.