Digital-First Customer Experience Adds the Next Layer of Intelligence in Customer Contact

G. Barton
G. Barton Research Director

Summary Bullets:

  • Enterprises should consider the digital-first customer experience as a central pillar of their transformation strategies building on the work of omnichannel.
  • Artificial intelligence (AI) and machine learning (ML) tools can unlock greater value, reduce costs, and improve the customer journey.

The internet and smartphone have driven a phenomenal pace of change in the way that customers interact with businesses since 2008. Multichannel evolved to accommodate the new channels of contact such as instant messaging, SMS, social media, and mobile apps that have become available to customers alongside voice.

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TPG is in a More Perilous Place following ACCC’s Axing of Network Sharing Deal

M. Rogers

Summary Bullets:

• Following the Australian Competition and Consumer Commission’s (ACCC) decision to oppose the Telstra TPG network sharing agreement, TPG should be more concerned about its strategic importance.

• While impact to Telstra would be limited, TPG faces setbacks to its enterprise growth strategy in FWA, 5G SD-WAN, private cloud, and overall pricing strategy.

In February of 2022, Telstra and TPG entered into a ten-year network sharing agreement, subject to regulatory approval. However, nearly one year later, the ACCC has rejected the deal on anti-competitive grounds. The agreement would have seen Telstra grant TPG use of 3,700 Telstra mobile sites in regional and rural Australia, allowing TPG to enter new markets and moving its overall population coverage from 96% to 99%. Meanwhile Telstra would have been gained access to some of TPG’s spectrum for 4G and 5G services, boosting overall network capacity.

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2023 Predictions in DevOps Include Integrated Serverless Deployment Options

C. Dunlap
Research Director

Summary Bullets:

• Increased AI/automation advancements and developer accessibility will escalate in the new year

• The industry will experience a newfound prioritization of DevOps based on technologies which remove obstructions hindering modern app deployments.

• Developers will have access to integrated serverless app deployment options via key platform services

GlobalData’s 2023 cloud predictions revolve around DevOps breakthroughs, providing unprecedented developer access to advanced platforms. The new year will present a technology era which enables high-speed application development and delivery, based on breakthrough innovations which eliminate obstructions hindering deployment of modern apps. GlobalData’s cloud predictions include:

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It’s Time to Leave Twitter

S. Schuchart

Summary Bullets:

• Twitter’s current erratic decision making represents environmental, social, and governance (ESG) risks for corporations now and in the long term

• Corporations should vote with their feet and choose the right thing for their business over Twitter’s marketing potential

The latest news on Twitter is that in response to a poll he himself ran, Elon Musk will step down as CEO as soon as (and if) a new CEO can be found. Since the beginning of Musk’s ownership of Twitter there have been erratic communications and unexpected changes coming from the company. The lack of consistency and transparency in particular around content moderation makes the reputational risks of using Twitter unacceptable and should compel corporations to abandon the platform. Continue reading “It’s Time to Leave Twitter”

RingCentral DaaS is ‘Standard Issue’ but an Important Step for the Company

G. Willsky

Summary Bullets:

• RingCentral DaaS is an acknowledgement that competing successfully requires a broad platform encompassing both software and hardware capabilities.

• If RingCentral keeps innovating on its current path, it should retain a presence among top players in the cloud-based collaboration market.

Earlier this month, RingCentral introduced a Device-as-a-Service (DaaS) offer labeled RingCentral DaaS. The offer aligns with recent device trends in the cloud-based collaboration market and makes RingCentral a more formidable player.

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Contact Center Customers Speak Volumes at Cisco

G. Willsky

Summary Bullets:

• Cisco is taking a more customer-focused approach to the contact center space than previously.

• Cisco has married feature-rich contact center offers with a robust internal ecosystem of support.

In early December 2022, several executives from Cisco’s contact center business updated analysts regarding its go-to-market strategy. The discussion made clear that Cisco is investing heavily in optimizing its contact center capabilities. The company has recalibrated its approach to positioning, partner channels, and customer adoption. The changes place Cisco on more solid ground than before.

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BT – Would You Like Broadband with Your Pizza?

R. Pritchard

Summary Bullets:

• BT has partnered with Just Eat and Checkatrade to offer discounted packages for broadband and mobile as part of its Enterprise Customer Charter.

• Service providers everywhere are looking to exploit third-party channels to maximize their addressable market – especially in mass markets like SOHO/micro businesses.

BT announced partnerships with Just Eat and Checkatrade to offer discounts on business broadband packages and mobile deals as part of the UK incumbent’s Enterprise Customer Charter – its ‘blueprint to boost UK plc by exploiting cybersecurity, digital services, and purpose-driven goals.’

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KubeCon 2022: Key Trends Include WebAssembly, FinOps, and Security

C. Dunlap Research Director

Summary Bullets:

• WebAssembly is the industry’s latest buzzword, but with some substance for its ability to disrupt coding in modern web browsers.

• Not surprisingly, important themes including security, observability, and FinOps continued to dominate the conference and digitization initiatives in general.

The rising use of Kubernetes as enterprises strive for app modernization continues to drive advancements in emerging DevOps technologies. During the 2022 Cloud Native Computing Foundation (CNCF) conference, KubeCon, key technology themes included observability, application security, and FinOps (not surprisingly). Newer technologies such as WebAssembly caused a stir among show attendees.

Following is a recap of these themes. For a deeper dive into the technologies and participants, please see: “KubeCon 2022: Rise of Kubernetes Drives New Cost Management, Monitoring, and Security Methods,” November 4, 2022.

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No More Faxes

R. Pritchard

Summary Bullets:

• UK regulator Ofcom is consulting on removing fax services from the UK’s universal service obligation (USO) for BT and KCOM.

• Once a core feature of office life, the history of fax machines goes way back, but they are set to be consigned to tech history.

The facsimile (fax) machine was ubiquitous in offices from the 1980s through the end of the 20th century, but the impact of email, the world wide web, and the relentless rise of unified communications and collaboration (UC&C) platforms is set to witness the demise of a technology that served users well in analog days (as long as there was paper and ink in the machine, no blockages, and not someone else using it already).

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Artificial Intelligence Has Its Day(s) in Court

Principal Analyst, Advanced Analytics

Summary Bullets:

• In 1950, mathematician Alan Turing published “Computing Machinery and Intelligence.” The document outlines the possibility of intelligent machines that could think and eventually attain consciousness.

• Turing’s paper has generated a debate that is ongoing and is at the heart of current litigation that will likely be decided by the US Supreme Court.

In July 2019, Stephen Thaler, CEO of Imagination Engines Incorporated (IEI), filed two patent applications with the US Patent and Trademark Office (USPTO), listing an artificial intelligence (AI) program as the inventor on both applications. The IEI’s AI system is known as the Device for the Autonomous Bootstrapping of Unified Sentience (DABUS). According to IEI’s patent applications, DABUS invented a flickering light that mimics neural activity and a fractal drink container that allows robots to improve its grip. Not surprisingly, IEI’s website states that the company is “ushering in the dawn of conscious computing” and lists several high-profile companies such as General Electric, Boeing, and Raytheon as well as branches of the US Defense Depart.

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