• Customer Service Essentials reflects a growing propensity among vendors for combining contact center and unified communications capabilities in a single offer.
• Customer Service Essentials lets smaller businesses dip their toe in the contact center waters, but it is merely a pricing bundle at its core.
RingCentral recently launched Customer Service Essentials, a contact center offering targeted at the small office/home office (SOHO) and small business markets. Customer Service Essentials bundles RingCentral’s flagship ‘MVP (Message, Video, and Phone)’ offer and Live Reports, which provides real-time call center performance data.
• Edge computing is being deployed alongside 5G, WiFi 6, and other technologies to enable new applications in sports stadiums and other large event venues.
• Emerging applications and use cases are broad and include real-time data processing for crowd and stadium management, as well as the deployment of new ‘audience experience’ applications.
Sports stadiums, concert arenas, and other large event venues are poised to become important locations for the use of edge computing, a growing IT trend that involves the use of local, on-site data processing capabilities. The ability to process data locally at ‘the edge’ instead of sending it to a cloud data center for processing makes it possible to run new digital services and applications that require high levels of performance (e.g., high-definition [HD] streaming video) or real-time data processing (e.g., real-time data analytics related to a specific sports event).
• The preeminent ethical concerns used to be the loss of jobs due to AI, bias, or applications of facial recognition, but the ethical debate has become more complicated.
• Even though AI has been around for years, the AI and ethics conversation is just getting started; increasing awareness and education, as well as broadening the types of participants involved in the conversation, are foundational first steps.
Organizations are eager to leverage the insights provided by AI to streamline operations, enhance productivity, generate new business, and personalize customer experience. Several companies have already deployed the technology, or are at least experimenting with it, and are now looking to scale AI by rolling the technology out to a broader user base and additional departments. But as AI becomes more widely used, many companies are unclear about how to best navigate the murky waters of AI and ethics. No organization wants to risk the public relations fiasco that would ensue should it be determined that the AI algorithms it uses yield biased results against a specific demographic, or are being applied a way that is not in line with corporate ethics policies.
• GlobalData’s latest report on IoT services from IT service providers (or ‘ITSP’ – please see: ”IT Services Provider IoT-Services Competitive Landscape Assessment”) highlights recent alliances and acquisitions that have given providers a deeper focus into industrial verticals or enhanced digital transformation capabilities with IoT and adjacent technologies.
• Looking at new services, partnerships, and recent alliances over the last six months, GlobalData ranks Atos as a ‘Leader’ in ITSP IoT services; Accenture, Capgemini, and IBM as ‘Very Strong;’ and InfoSys and Cognizant as ‘Strong.’
Recent key announcements from these providers not included in the aforementioned report (and others such as Tech Mahindra and Wipro) demonstrate how important recent acquisitions and alliances have been to fortify IoT offerings along with other digital transformation technologies such as AI, digital twins, 5G, edge, blockchain, and cloud services.
• Eight months after AWS announced it was bringing a private 5G service to market, the solution is now generally available in select AWS regions.
• The AWS Private 5G service comes with a big, carrier-style caveat at launch; it only supports 4G LTE with 5G coming sometime in the future.
After announcing it in December 2021, Amazon Web Services (AWS) has now rolled out its AWS Private 5G service to a wider prospect pool, but without 5G support. The misleading branding of the service will no doubt cause confusion, particularly given the fact that AWS hasn’t specified when support for 5G will be available.
• There were mixed developments in the telco enterprise ICT space.
• Despite positive progress, telcos should further expand their ecosystem partners for advanced technologies and wider collaborations.
There were mixed developments by Malaysian carriers in Q2 2022, from Maxis’ new 5G alliance, TM’s new solution arm (Credence), TIME’s partnership with Fortinet and its plan to sell its data center business and MCMC’s approval of the Celcom-Digi merger.
• Much of the focus and hype regarding the digital world has been limited to providing immersive consumer entertainment.
• While the world awaits the metaverse, companies such as Siemens and Nvidia are building the software and hardware that helps businesses take advantage of digital technology.
The naming game that accompanies the introduction of new technologies can confuse end-users and perhaps impede adoption. The words virtual reality, augmented reality, and metaverse all describe a concept first introduced by Yale Computer Science Professor David Gelernter. In his 1992 book, Mirror Worlds, Gelernter describes a virtual, immersive world where many aspects of public life exist online as an extension and mirror or twin to the physical world. Although Professor Gelernter defined the notion of digital twinning, the roots of twinning go back to the Apollo space program as NASA built a physical twin for each spacecraft headed to the moon for troubleshooting purposes. The existence of this physical twin proved invaluable in returning the damaged Apollo 13 safely to earth. Continue reading “[MS Word] Twins: Siemens and Nvidia Partner to Expand Industrial Twinning”→
• There were growing collaborations between carriers and IT providers that mutually benefit both parties.
• These partnerships will accelerate enterprise 5G developments in the region, but could also lead to challenges such as go-to-market and customer ownership.
Compared to the previous quarter (for more, please see ASEAN 5G Q1 2022 Roundup: Beginning of 5G Network Slicing and the Platform Play, April 8, 2022), there were a lot more initiatives on enterprise 5G driven by telcos and other industry players in Q2 2022. Telcos continued to enhance their 5G and service capabilities through partnerships with IT providers, including AIS with NCS, Maxis with HPE, M1 with Accenture, Celcom with HeiTech, and Indosat Ooredoo Hutchinson (IOH) with Tech Mahindra.