• Most enterprises agree that AI delivers benefits – but not necessarily the benefits they expected
• AI projects require clear goals and a dedicated project management team, as well as external advice
GlobalData’s research into AI includes talking to enterprises about how and why they are using AI-powered technologies in the contact center. This research has given light to a number of key trends, and also highlighted examples of best practice.
What Technologies Are Being Used?
GlobalData’s research shows that, perhaps unsurprisingly, AI-powered chatbots are the most prevalent use case for AI in the contact center. The use of text-based chatbots on websites is now common, but GlobalData’s research suggest that voice-based chatbots are more of a focus for enterprises. Cost reduction is a key reason for this, particularly for contact centers in North America and Europe. But chatbots also deliver the potential for increased customer service with the potential for quicker response times to more simple inquiries. Continue reading “AI in the Contact Center: Why and How?”→
There are opportunities for service providers to partner with hyperscale cloud providers to develop differentiated offerings; DXC’s contact center based on Amazon Connect is an example.
Cloud providers need to work with IT services providers with strong business and technical capabilities to accelerate the adoption of their services.
Hyperscalers such as Alibaba Cloud, Amazon Web Services (AWS), Google Cloud, and Microsoft Azure have developed a broad set of products and services to help enterprises transform their IT and become more efficient. However, they do not have many engineers and solution architects running around to help every enterprise deploy their technology, particularly if integration work is required. The hyperscalers are not in the business of helping customers integrate their solutions with existing applications. This opens up opportunities for service providers to develop managed cloud services through partnerships with hyperscalers and build expertise in both implementing solutions in different cloud environments and managing them. Continue reading “DXC Creates a Data-Driven Contact Center Solution Based on Amazon Connect”→
Starting on September 1, 2019, Microsoft will begin onboarding new Office 365 users directly into Microsoft Teams, in essence removing the option for customers to run both Teams and the soon-to-be-retired Skype for Business Online.
Though somewhat extreme, this migration plan has been coming on for some time now, frankly ever since Microsoft introduced Microsoft Teams in 2017.
• Cost sharing between vendors/SPs and customers can strengthen relationships in a difficult time.
• Calm and deliberate planning by vendors/SPs and customers is key to minimizing impacts to business.
The new tariffs on imported goods in China and the U.S. will have a significant impact on pending and future deals, both for service providers, vendors, and customers. The technology industry has a complex and deeply international supply chain, with U.S. and Chinese companies both utilizing components and intellectual property. Component price increases will lead to sharp increases in product costs. These increases will slow or stall deals as customers may wait and see if the issues can be resolved in a short time frame. Continue reading “Geopolitical Issues Roil IT Sector”→
Middle East telcos are taking a proactive approach in their 5G deployments, and Huawei is an active player in the region.
While standards are shaping up and roadmaps evolving, partner selection is happening now.
5G is an emerging technology that transforms underlying architecture in core networks and promotes virtualization, AI and automation. It changes the possibilities of networks, applications and underlying IT systems. It introduces several new technologies that are different from any previous technology, some of which include:
Ultra-low latency – opens up new possibilities to converge the performance of network and apps, as well as entirely new use cases for cloud-based AR/VR. The health sector, for example, highlights possibilities in areas such as remote surgery.
Network slicing – allows users to set their own QoS/CoS parameters around virtual networks; advances SD-WAN; addresses security differently and opens new possibilities in IT/OT security.
Massive bandwidth – an ability to support 10 Gbps potentially, offering a lot of capacity to the last mile and resolving many bottlenecks we have today.
Despite the growing popularity of video and messaging, voice remains a key communication tool for colleagues and customers.
‘Voice’ now covers multiple platforms and technologies – all of which need managing.
It is understandable that companies such as Google and Facebook will promote marketing lines suggesting text- and video-based forms of communication are the future while traditional and cloud/IP voice-only services are old hat. And, to a certain extent, they are correct. There is no doubt that as the millennial generation enters the workplace, the preferred methods of communication and collaboration are changing. The change is also not confined to the youngest people in the workplace. RingCentral Glip and Microsoft Teams groups are a standard part of many peoples’ daily work routines. But, this doesn’t mean that the humble voice call is a thing of the past. Continue reading “When Thinking About UC, Don’t Lose Your Voice”→
WiFi 6 is entering the market and will offer higher capacity, better security, and more efficient resource/device management.
As a successor to the current WiFi standard, it will be widely adopted in the mass market. There are also several benefits to enterprises.
WiFi 6, which is based on the IEEE802.11ax standard, is a logical progression of the current WiFi technology (IEEE802.11ac). It comes with various new features and updated technologies to offer higher network capacity and security as well as better device management. WiFi 6 has a theoretical peak speed of 9.6 Gbps, almost triple that of its predecessor (WiFi 5). This is achieved through updated wireless technologies such as orthogonal frequency-division multiple access (OFDMA) and multi-user, multiple-input, multiple-output (MU-MIMO) antenna systems. However, the gain in capacity is not just about offering a higher speed, but also about addressing the larger number of WiFi devices served by an access point (AP). Continue reading “WiFi 6 and Its Benefits to Enterprises”→
NEC completed its SDWAN trial with UniKL and was selected as the technology partner for the university’s SDx Center of Excellence.
While the collaboration offers an early-mover advantage, NEC needs to expand its ecosystem of partners to grab the bigger market opportunity in the country.
NEC Corporation announced the completion of its SD-WAN trial with the University of Kuala Lumpur (UniKL) in Malaysia on March 22, 2019. The initiative, which was funded by the Japanese government, used NEC’s own solution, ‘SD-WAN Security Common Platform,’ and covered several use cases such as virtualization and monitoring of end-to-end network traffic in multivendor environments, dynamic routing optimization based on application requirements, and central configuration of network switches across the university campuses. Following the successful collaboration, NEC has also been selected as the technology partner for UniKL’s newly launched SDx Center of Excellence, which brings together industry experts and researchers to co-develop solutions based on the latest networking technologies such as SDN, IoT, and 5G. Continue reading “NEC Collaborates with UniKL to Gain an Early Advantage in the Malaysia SD-WAN Market”→
Singtel is strengthening its IoT portfolio through a partnership with Microsoft by integrating a range of Azure capabilities into its network.
Its service coverage is still limited in Singapore, China and Australia (Optus) compared to the global IoT networks offered by competitors.
Singtel announced its partnership with Microsoft in February 2019 to launch an AI-powered IoT network over Microsoft Azure. This is achieved through integration of Singtel’s IoT network into Microsoft Azure cloud capabilities, including IoT Hub, IoT Edge, and other machine learning and cognitive services. Singtel has a comprehensive IoT portfolio with software-defined network capabilities, a range of technologies including LPWAN standards, a private IoT network for added security (‘IoTConnect+’), competitive pricing (as low as SGD1 per month for 10 MB on NB-IoT) and various solutions across industry verticals. The additional capability gained from the partnership with Microsoft complements the carrier’s IoT portfolio. The AI capabilities enable the carrier to deliver more efficient services, especially in the orchestration and automation of applications and workloads across IoT stacks (e.g., devices, network and clouds), thus accelerating enterprises’ business outcomes and the ROI. The cloud services offer scalable deployments, addressing the high upfront investments required by enterprises to implement IoT use cases. It also enables Singtel to retain its IoT leadership in Singapore and address the increasing demand in the key Asian hub. GlobalData research shows that 62% of 1,664 global enterprises interviewed (including 65% of 57 in Singapore) are making major or large investments in IoT in the next three years. The access to Microsoft’s vast range of development tools, developers and other packaged solutions enables the carrier to further strengthen its own IoT platform capabilities, while IoT Hub offers an additional platform option to its customers in addressing diverse market demands. Continue reading “Singtel Collaborates with Microsoft to Enhance Its IoT Portfolio”→