The global COVID-19 pandemic has accelerated decades-long trends including the move to remote and hybrid work, the rise of virtual organizations and the adoption of digital business models whereby all or most customer interactions take place over digital channels. The recent crisis has also elevated businesses’ awareness of the need for more robust business continuity programs and flexible technology solutions to reliably and securely support unanticipated capacity adjustments—whether related to workforce size fluctuations or customer demand variability.