AWS Outposts Availability in New Countries Strengthens AWS’ Presence and Drives Edge Computing in ASEAN

A. Amir

Summary Bullets:

  • AWS Outposts availability in ASEAN countries strengthens AWS’ presence in the region and enables it to capture the high-growth cloud opportunities there.
  • AWS Outposts and Wavelength will drive edge computing through stronger collaborations with partners, especially the telcos.

Launched late last year in select markets, AWS Outposts takes hybrid cloud to the next level by enabling enterprises to run AWS compute storage, database, and other services within their own premises or preferred third-party data centers. For more, please see AWS re:Invent 2019: AWS Announces General Availability of Outposts, but Must Demonstrate Management Competence (December 5, 2019). Recently, the provider added nine new countries, including emerging markets such as Malaysia and Thailand, making Outposts available to 50 markets through 22 regions to date. While competitors have their own approach (e.g., Azure Stack, Google Anthos, Alibaba Apsara Stack), AWS is a step ahead in its service availability globally and partner ecosystem. Continue reading “AWS Outposts Availability in New Countries Strengthens AWS’ Presence and Drives Edge Computing in ASEAN”

COVID-19: The Crisis Has Underlined the Need for Omnichannel Contact Centers

G. Barton
G. Barton

Summary Bullets:

  • Omnichannel delivers an enhanced and consistent customer experience.
  • Omnichannel should include social media, mobile apps, and video.

The COVID-19 crisis has set the contact center at the epicenter of the customer contact process. While the trend has been slowly moving away from interactions between businesses and clients at brick-and-mortar branches, the COVID crisis lockdown took away the in-person option for almost all circumstances in one move. The result is a widely varied mix of experiences, but for most organizations, it has been a disjointed one. This is understandable, as the first priority in the early stages of COVID-19 was just to make sure a minimum viable level of customer contact was achieved. But we are now moving gradually out of lockdown and GlobalData’s research makes clear that companies are now reassessing their IT strategies. For the contact center, this means that many organizations are looking to move away from legacy platforms. As they do so, the question becomes: What next? Continue reading “COVID-19: The Crisis Has Underlined the Need for Omnichannel Contact Centers”

How Digital Tech Can Help Address the COVID-19 Mental Health Crisis

jJonathan Cordwell – Principal Analyst, UK Health & Social Care TechnologyThe COVID-19 pandemic is quietly damaging the mental health of everyone across the world. During the coronavirus outbreak, we have been laser-focused on black-and-white statistics such as the death toll to measure the gravity of the outbreak, but what about the grey areas in between? Not only must we deal with the immediate threat to life but we must also ready ourselves for the mental health fallout caused by lockdown measures. Continue reading “How Digital Tech Can Help Address the COVID-19 Mental Health Crisis”

COVID-19: Netherlands Innovator Taps Blockchain and AI in the War Against COVID-19

Summary Bullets:

• VirusBlockchain deployed this week to identify and monitor COVID-19 free zones

• The blockchain monitoring system is backed by technology provider Qlikchain

This week the tech industry partnered with a public health consortium to launch a blockchain-enabled monitoring system aimed at keeping communities at bay from the COVID-19 pandemic.

The Public Health Blockchain Consortium (PHBC) announced the new system which monitors healthy, uninfected individuals as they move between locations in order to automatically identify zones that are safe or unsafe. The system is built on a blockchain solution which combines AI, geographical information systems (GIS), and real-time information systems provided by virus surveillance providers.

Called VirusBlockchain, the system serves as a systematic, continuous, and anonymous verification of citizens and all workplaces in an effort to prevent the spread of the COVID-19 infection. The project is unlike other approaches that would typically track infected persons. Continue reading “COVID-19: Netherlands Innovator Taps Blockchain and AI in the War Against COVID-19”

COVID-19: How to Keep Working When Offices Close

Gary Barton – Analyst, Business Network and IT Services

Summary Bullets:

• Collaboration technologies offer a viable way to support home working during Covid-19 – and potential long-term cost saving and carbon reduction benefits.

• Enterprises should already be trialing collaboration and VPN platforms in anticipation of potential quarantine situations.

As airports come to a standstill and pictures of near-empty train stations dominate news feeds, it is clear that COVID-19 is already impacting the way many people are working. Even before the possibility of mandatory quarantining is considered, many employees are either being asked to work from home, choosing to do so, or are being forced to do so by circumstance (e.g., school closures). So how should businesses respond? Continue reading “COVID-19: How to Keep Working When Offices Close”

COVID 19: Keep Calm and Corona On – A Global Perspective

Jonathan Cordwell – Principal Analyst, UK Health & Social Care Technology

Summary Bullets:               

  • Companies that have yet to jump on the remote working bandwagon may have their hand forced due to the self-isolation and social separation measures put in place by their respective national governments.
  • We will undoubtedly see an uptick in the adoption of telehealth technologies, including remote monitoring.

 

On the 11th March 2020, the World Health Organization (WHO) declared COVID-19 (Coronavirus) a pandemic. As of writing, there have been over 130,000 cases reported across 123 countries, areas or territories and almost 5,000 deaths from the virus, which emanated from Wuhan in China. We have witnessed a wide variety of responses to the threat including mass self-isolation in Italy, travel bans, fiscal stimulus packages, health insurance policy allowances, business and school closures, and the cancellation of large events such as Mobile World Congress in Barcelona and HIMSS20 in Orlando, at which U.S. President Trump was scheduled to address the situation. Continue reading “COVID 19: Keep Calm and Corona On – A Global Perspective”

Alibaba Cloud Continues Its Momentum in ASEAN as Competition Increases

A. Amir

Summary Bullets:

  • Alibaba Cloud strengthens its ASEAN presence with a new win in East Malaysia and its first event in Indonesia.
  • As competition intensifies, it is important for the cloud provider to expand its partner ecosystem, especially with the domestic players.

The Southeast Asia region (a.k.a. ASEAN) has been a new battleground for the hyperscalers for a few years. Cloud adoption is still relatively low compared to other markets. As the cloud becomes a commodity and the market grows, this opportunity has attracted global hyperscalers to expand their presence in the region. Alibaba Cloud opened its data centers in Malaysia and Indonesia in 2017 and 2018, respectively. Google announced in October 2018 that it will have its Indonesian data centers ready in early 2020, and AWS responded with a similar announcement in April 2019. These global hyperscalers are also offering their respective cloud stacks (e.g., AWS Outposts, Alibaba Apsara Stack, Google Anthos, and Azure Stack) for deployments in customers or third-party data centers to address the data residency requirement. They have also been strengthening their domestic presence by expanding the in-country sales forces and their partner ecosystem in the region through various collaborations with local providers, governments (such as universities), and other vertical players. Some of Alibaba’s recent initiatives include its partnership with SCC to offer Sabah Pay in East Malaysia and its first Cloud Day event in Indonesia. Continue reading “Alibaba Cloud Continues Its Momentum in ASEAN as Competition Increases”

TM 5G Showcase Langkawi: Leading the 5G Race in Malaysia

A. Amir

Summary Bullets:

  • The 5G race in Malaysia is heating up with various initiatives announced by service providers.
  • Telekom Malaysia (TM) edges out the competition by leveraging its existing ICT portfolio, professional service capabilities, and R&D to offer end-to-end solutions.

The 5G scene in Malaysia is heating up, as the market is only a few months away from expected commercial availability. The regulator, MCMC, recently announced that 5G will be available to users by July 2020. Since the kickoff of the 5G Demonstration Project (5GDP) by MCMC in September of last year, the telcos have been making regular announcements about their progress. These include Celcom’s partnership with the police and municipal council on a smart city deployment in Langkawi, Digi’s launch of its 5G OpenLab in Cyberjaya, Maxis’ 3 Gbps in C-band 5G trial spectrum, and TM’s collaboration with players from other verticals to co-develop 5G applications in Subang and Langkawi. While MCMC has outlined 55 use cases in 32 sites across six states for the 5GDP, Langkawi has been the center of the attention, as the service providers placed most of their resources for their 5G initiatives on the island. Continue reading “TM 5G Showcase Langkawi: Leading the 5G Race in Malaysia”

TM ONE Leap Summit 2019: Firming Up Its Position to Capture Workplace Transformation and Digital Payment Opportunities

A. Amir

Summary Bullets:

  • TM ONE has the right products and capabilities to address the growing trend of workplace transformation.
  • Increasing digital wallet adoption in Malaysia drives the opportunity for service providers, especially with PCI-DSS compliance in data centers.

At the TM ONE Leap Summit held in Kuala Lumpur in November 2019, the Malaysian incumbent fixed-line provider shifted the conversation from product solutions to business outcomes. This is in line with its direction moving from connectivity to a solution provider. The event focuses on two digital transformation areas: the importance of workplace transformation in today’s digital era and the disruption of digital payment in fintech. Continue reading “TM ONE Leap Summit 2019: Firming Up Its Position to Capture Workplace Transformation and Digital Payment Opportunities”

AI in the Contact Center: Why and How?

Gary Barton – Analyst, Business Network and IT Services

Summary Bullets:

• 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?”