Interoperability will Drive 2016 Trends
In 2016, there is a clear trend towards digital transformation among government, industry, and the services sector. Therefore, the key requirement is interoperability.
Managing Director, India and SAARC, Avaya
The increasing volume of data and bandwidth utilization from the burgeoning number of Internet of Things (IoT) sensors and “smart,” connected devices such as healthcare devices, home security systems and appliances, vending machines, check-out stands, etc. will drive traditional networks to the breaking point.
Mesh topologies and fabric-based technologies will become increasingly attractive as the answer for costeffective solutions that can accommodate the capacity needed and flexibility required for the constant changes in network traffic. Decades of client server architectures are coming to an end.
Omni-channel access / prerouting will gather momentum, as smartphones become the interface of choice for customers. This means much more efficient handling of customer inquiries, leading to greater satisfaction, lower costs for balancing and distributing incoming customer communications over multiple locations, and easing IT operations for the business.
The percentage of people connecting to an enterprise will continue to be increasingly digitally dominated from browsers and mobile applications, which will drive specialized ways of serving those customers from the customer experience (CX) perspective. Enterprise-grade WebRTC conferencing from desktop and mobile browsers will speed the ability for participants to join common virtual areas without launching separate applications.
With sensors and telematics systems becoming more common in automobiles today, information on vehicle usage and driver behaviour is more readily- available, providing an opportunity for manufacturers, dealers and OEMs to forge closer relationships with customers, increase loyalty to their brand and increase margins.
Specifically, sensor-based reporting on car maintenance and usage enables more convenient, proactive services for car owners, alerting them to upcoming maintenance, repairs or safety issues.
Over the next four years, sales of wearables worldwide are predicted to increase almost eight-fold from last year. The explosion will make the most important device we carry – our smartphone – even more significant by expanding its role as our personal hub by serving as a proxy for our wearable tech.
But a less talked about, must-watch dynamic is the evolution of wearables in the workplace, beyond the contact center.
As headset and communications technologies continue to evolve, new wearable technologies hone in on special applications for workers who need hands-free access to information and communications capabilities. Connected Government will become the new normal.
Email is a communication tool that by now is simply part of doing business worldwide. Unlike messaging apps, email has structure. There are subject lines, the ability to reply to one or many, the ability to categorize, create folders, and the list goes on.
The basic structure is, for the most part, consistent between email providers. Furthermore, a Gmail user can email an Exchange user and so on. While messaging apps are trendy and fun to use socially, they are the newborns of the written communications world with no organization skills yet and a lot of growing up to do.