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Belgium 20-10-2026 Squad Only Virtual English

Deciding What Runs Where: Cloud, Edge, On-Prem, or Hybrid; How to place workloads based on performance, cost, sovereignty, resilience, and AI requirements.

Cloud decisions are becoming more selective. The challenge is deciding where each workload should run based on cost, performance, control, resilience, sovereignty, and business need. Three pressure points usually drive the decision. - Cost visibility becomes harder when usage grows across cloud services, data platforms, and AI workloads. - Performance and latency matter more when systems need fast access to data or support operational processes. - Sovereignty and resilience become critical when data location, continuity, vendor dependency, and exit options enter the discussion. The working question is simple: how do we place workloads where they create the most value while keeping the hybrid landscape manageable? If these trade-offs are on your agenda, let’s compare how others are handling similar choices.

Belgium 10-11-2026 Squad Only Virtual English

Choosing the Right Data Platform Without Creating New Silos; How to balance speed, flexibility, semantics, governance, and long-term maintainability.

Data platforms are meant to simplify access and support better use of data. The challenge is choosing and governing the platform landscape in a way that creates consistency, reuse, and long-term value. Three pressure points usually appear. - Platform choice becomes difficult when teams have different needs for speed, flexibility, cost, and control. - Business meaning needs protection: customer, revenue, product, risk, and FTE need shared definitions across tools. - Ownership and governance need to be clear, so platforms grow with accountability and discipline. The working question is simple: how do we give teams the data capabilities they need while keeping the platform landscape understandable, governed, and reusable? If these questions are familiar, let’s compare approaches with others facing the same data landscape.

Belgium 13-11-2026 Squad Only Physical English

Building the Business Case for New IT Capabilities; How to justify investment when value is strategic, shared, or only visible over time.

Many IT capabilities are essential and difficult to fund through a simple project ROI. The challenge is showing why architecture, governance, resilience, cybersecurity maturity, data foundations, and AI readiness deserve investment before the gap becomes expensive. Three pressure points make the case harder. - Shared value means the benefit often sits across several teams, while the budget sits in one place. - Timing creates friction because the cost is immediate while the value appears over time. - Risk translation is needed so business and finance leaders understand the consequence of delaying the investment. The working question is simple: how do we turn foundational IT capabilities into credible investment cases that link cost, risk, business value, and future flexibility? If you are building these cases internally, let’s compare how others are positioning value, risk, and timing.

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One new contact centre. Thousands of happy citizens

We’re helping Falkirk Council hear more from its citizens.

Overview
Falkirk Council gets a lot of calls. Everything from bin collection questions to planning requests.
The organisation looks after 160,000 residents, so the phones ring hundreds of thousands of calls every year. They needed a phone system that could keep up.

The challenge
The Council’s ageing PBX wasn’t giving anyone what they wanted. More than 60,000 citizen calls every month were getting the engaged tone. Agents didn’t have the information they needed when they picked up. And with no call management data, nobody could see how the teams were performing – or how many more agents they needed. The team already used our technology, so they came to us for help. They needed a system that could help agents out by taking callers’ details before an agent even picked up a call. One that gave agents all the tools they needed when they picked up. And one that helped the team manage and plan more easily. We knew we could help.

The solution
The answer’s in the cloud
The new system, Cloud Contact next generation (NGCC), uses cloud apps and management tools to give the team more control over their calls. Falkirk citizens now only have to call one number to access council services. CRM integration speeds up call handling – so callers reach the right person, faster. It even prioritises based on urgency, with emergency calls going through before bin collection queries. And it includes call recording, which helps with training and resolving disputes. A new menu queue system takes callers’ information the moment they dial and tells them when they’ll be connected. That means no more engaged tones. It’s more reliable so agents know they’ll always have the tools they need, when they need them. Plus, because the system is cloud-based, they can add more devices from anywhere – as long as it has an internet connection. So they can flex everything up when they get busy. And with real-time reporting, they can see exactly when that is.

The result
NGCC is putting smiles on people’s faces. Citizens get through faster. Agents can do their jobs more easily, boosting their morale. While Falkirk Council has a solution it can rely on, giving it the confidence to invest in improving the service further. The call centre teams can now see call data for different departments, making it easier to dial resources up and down when they’re needed. And they were able to use this data to show councillors the real challenges of handling such a wide range of questions and requests. This helped Falkirk Council hone its strategy. The data showed that the team needed more people picking up phones for specific areas. Fortunately, bringing in 40 extra agents was a breeze thanks to the system’s flexibility. And if things change in the future the local authority is ready to react.

Technologies

Webex Contact Center

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