Cloud Services Brokerage – the New IT?

According to a recent Gartner survey, Cloud Services Brokerage (CSB) is playing a larger role in the future of IT services. So what is it and why should we care in the world of customer care?

Are more and more of your customer care (and other) applications moving to the cloud now that concerns have been addressed? If so, you are likely facing three new and interesting business challenges.

  1. How to manage varying contract, billing and support terms of various cloud services
  2. How to integrate multiple cloud applications to deliver end-to-end services
  3. How to augment functionality offered by cloud providers

Cloud Services Brokers are evolving to help address these challenges. In a recent Forbes article, Gartner analyst Daryl Plummer explains:

“A cloud services brokerage is a third party company that adds value to cloud services on behalf of cloud service consumers. Their goal is to make the service more specific to a company, or to integrate or aggregate services, to enhance their security, or to do anything which adds a significant layer of value (i.e. capabilities) to the original cloud services being offered.”

Seems pretty logical, right? Companies have continued to innovate via the cloud and are now trying to figure out how to get a better handle on their new hybrid, multi-cloud environments.

The next question is, “Who assumes this role?”

There are differing views on whether IT or third parties specializing in this kind of work on behalf of multiple companies will. My guess is third parties will begin to play a bigger role but that IT will always play a significant role. After all, they are ultimately on the hook for keeping the business running.

Interested in learning more? Keep an eye out for a white paper me and J.R. Simmons of COMgroup are working on, and feel free to shoot me a message in the meantime. I’d love share ideas.

Grateful to work with such an awesome group of folks,

Jason Alley

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

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