Agile Organizations Arrive

There is an increasing number of businesses using mobile solutions for better efficiency and customer experience (as well as to improve their ROI), a recent report published by MarketsandMarkets revealed that enterprise mobility market, triggered by bring your own device (BYOD) will grow from $72 billion in 2013 to $285 billion in 2019, at a CAGR of over 26% during the forecast period.

The report emphasizes that mobile devices are not PCs, and though security remains a challenge, the variety of devices, users demand platforms on makes building portals more difficult. Personal clouds and shrinking data centers are making it easier to meet the needs of consumers. A customer’s business is transforming from knowledge workers stationed at the desk to alwayson road warriors. These employees require mobility and ease of engaging with team members and partners to deliver immediate and impactful results. As mobile devices continue to proliferate an increased emphasis on serving the needs of the mobile user in diverse contexts and environments, as opposed to focusing on devices alone. Large and midsize organizations can benefit from a range of mobility solutions that let their employees connect and collaborate with colleagues, partners, and clients. Integrated solutions for on-the-go workforces let business applications and mobile devices—employee-owned or businessowned—work together.

Convergence of team and customer engagement solutions

Businesses are failing to meet evolving customer expectations and are seeing their margins suffer – yet don’t have comprehensive CEM programs in place. Businesses need to focus on integrating engagement solutions for their customers and their team. Video collaboration is transforming not only the way teams engage within small, medium and large organization, but also in the ways organizations engage with their customers. Allowing users – regardless of location or the device they are using – to see as well as hear, and share rich content, is delivering faster access to information, smarter decision-making and better business results. Meetings are shorter; people are more engaged; communication is more natural when people can see one another; and of course, productivity is improved, costs can be slashed and environmental impact reduced when people do not need to travel for a faceto-face discussion.

The Indian enterprises have increasingly seen the coming together of what we now call team and customer engagement solutions that, extending traditional call center technologies and phone discussions to become smarter, more personal and incredibly more responsive to the needs of the business and the desires of customers.

Fabric network technology

Agile programming of applications and basic infrastructure is essential to enable organizations to deliver the flexibility re- quired to make the digital business work. Cloud services are software-configurable through API calls, and applications, too, increasingly have rich APIs to access their function and content programmatically. A customer’s aging infrastructure cannot handle the increasingly mobile workforce, additional applications, and trends in BYOD. Network performance and scalability are becoming the bottlenecks for productivity, and management costs of the network are increasing rapidly with the changing workforce demands.

Networking supports team and customer engagement by reducing network outages, providing quicker access to information and easily integrating new communication channels and applications to ensure active participation, pervasive collaboration and quality experiences.

Things will continue to become increasingly integrated, until beyond fabric-based infrastructures, companies will embark on fabric-based computers, which will enjoy pooled and globally shared resources as well as any-to-any virtual connectivity.

Last, but not least, customers are focused on enabling customer engagement teams to adapt to market trends and changing customer demands in order to drive gross revenue growth. Key to driving topline revenue growth is proactive customer engagement, improve ability to react to a customer over any channel, and perhaps most importantly the ability to adopt and respond to business needs quickly and effectively.