By marrying team collaboration and productivity tools, Microsoft has achieved a degree of differentiation that is largely unmatched.
Microsoft would be wise to integrate its team collaboration and contact center capabilities.
Last week, Microsoft held its annual ‘Ignite’ event, a showcase for enhancements across the entire Microsoft portfolio. Not surprisingly artificial intelligence (AI) occupied center stage. A portion of the enhancements unveiled impacted team collaboration/hybrid work.
• HCLTech is taking a wise approach to building customer confidence in its GenAI services by offering outcomes-based pricing models.
• Tying compensation to performance, which can include KPIs and ROIs, is a logical next step.
GenAI is considered the most disruptive technology in the market today. Momentum is strong, with the market opportunity expected to grow from $2.8 billion in 2023 to $75.7 billion in 2028, a CAGR of 94%, as projected by GlobalData’s latest forecast. Enterprises across a range of industries are eager to harness the benefits of GenAI in a wide variety of use cases. The technology can be used to support customer service and marketing initiatives, improve operational efficiency, enhance security and fraud prevention measures, modernize applications, and much more.
• Nokia’s Acquisition of Rapid’s Technology Assets: The move helps to boost Nokia’s Network as Code (NaC) product development and go-to-market efforts.
• Focus on Developers and API Ecosystem: Nokia is making headway in reaching more developers and expanding its API partner ecosystem.
Communications service providers (CSPs) have been looking at ways to monetize their networks, especially with their huge investments in 5G. One way Nokia has been working alongside CSPs is to simplify the way developers can extract the network capabilities exposed through programmable interfaces and embed them into their applications. This led to the launch of Nokia’s NaC platform in 2023, which provides non-telecoms-specialist developers access to industry standard APIs as well as sample code, SDKs, a development sandbox, and analytics. The aim is to help drive innovation leveraging CSP networks to create new consumer, enterprise, and industrial applications.
• Mitel CX raises Mitel’s stature in the contact center space and its competitive standing in general.
• Mitel has continued to blossom since completing the acquisition of Unify just over one year ago.
Mitel just announced Mitel CX, a new customer experience (CX)/contact center platform. Enablement and training for channel partners will kick off in Q1 2025, with general availability expected late in the quarter. Mitel CX is significant for the impact it has on Mitel’s position in the contact center space and the role it plays in Mitel’s evolution as a company.
John Marcus – Senior Principal Analyst, Enterprise IoT, Mobility, Private Networks, and Service Innovations.
• Network infrastructure vendors such as Nokia, Ericsson, and Cisco are expanding private network portfolios with features targeting industrial automation, logistics, and sustainability.
• Partnerships with telecom service providers and system integrators are driving innovation, while simplified deployments aim to reduce barriers for enterprise adoption.
Private cellular networks, which frustratingly are also known as private wireless or mobile private networks, continue to evolve in 2024 as leading technology vendors focus on delivering tailored solutions for Industry 4.0 use cases and for guaranteed, secure coverage. From automated warehouses and worker safety to sustainable energy applications, vendors have been enhancing scalability and efficiency in their offerings while driving adoption through strategic collaborations.
• Critical Digital Shift: The critical industry are evolving to take advantage of new digital solutions as traditional radio-based operations evolves to include AI, video, and automation.
• Wider Ecosystem: The adoption of digital solutions by critical industries will require mission-critical clouds and mission-critical broadband, opening critical comms to a wider ecosystem.
Critical industries in areas such as defense, emergency services, and transportation are seeing broader adoption of digital technologies. Previously more hesitant than traditional enterprise, the use of digital technologies like AI, video analytics, automated workflow software, IoT, and even drones, are making an impact for these industries. Long-time providers of critical radio systems like Motorola, Tait, and Thales are now evolving software and video solutions. Meanwhile, newer digitally focused providers like Orion Labs and Streamwide are targeting critical industries with solutions around digital platforms and automation, competing on ability to deliver creative integrations with partners to unlock new use cases. However, this shift toward digital will also require a shift in the underlying infrastructure to deliver critical services.
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