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.

Voice&Data - - COLUMN -

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.

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