The director of the Iberian subsidiary of Avaya, Jose Paz, remember the predictions made his company last year and are now part of everyday life in many organizations to venture into this Tribune trends that will shape business in the newly 2016 started.

Among the elements that last year we advance from this company and that marked the business activity highlight that midsize companies would move strongly toward cloud solutions; that video would become a fundamental channel and the Web would play a key role in offering each Omnichannel service.

Would all these stories sound familiar? The companies have already become authentic subjects of conversation about the role to play in our business, and now we begin 2016 we must ask what will be next and, especially, what they tell us these trends on the future of our deal.

The world revolves around the customer more and any purchase decision on communication tools and technologies need to take into account the consumer. So before making a decision, you have to wonder how we will use the acquired specific use and what we will give.

IoT and fabric technology

For example, the growing volume data and bandwidth demanding sensors Internet of Things (IoT) and connected devices, such as those related to health, safety systems, appliances in homes, machines vending, etc. They will bring our traditional networks to saturation.

Meshed topologies and fabric-based technologies will become increasingly attractive as they respond to the demand for cost-effective solutions that can meet the need for capacity and flexibility required by the constant changes in network traffic. The client-server architectures are coming to an end.

omnichannel access

Los centros de contacto serán cada vez más flexibles y estarán más conectados, ya que el acceso omnicanal y el pre-enrutamiento van a adquirir mayor presencia a medida que los smartphones se convierten en la interfaz de elección de los clientes. Esto va a requerir una gestión de las preguntas y conexiones de los clientes de manera más eficiente, lo que va a representar un incremento de la satisfacción, una reducción de costes y una distribución de las llamadas entrantes entre múltiples puntos, así como una simplificación de las operaciones de TI de nuestra actividad.

El porcentaje de personas conectándose digitalmente con un empresa será cada vez más grande, y estas conexiones en manos de buscadores y de las aplicaciones móviles darán lugar a la aparición de formas especializadas de atención a esos clientes desde una perspectiva de customer experience. Esta dinámica va a tener una gran influencia en la gestión de la relación con el cliente (customer relationship management- CRM) y en los proyectos orientados al marketing en aquellas compañías más innovadoras.

As video is becoming more important as channel contact centers, surpassing other channels will continue to see how it unfolds as an option to increase customer engagement. The video features improve the chances of developing a personal relationship with a client faster and allowing agents to better understand customer needs, which can lead to an improvement in time resolution of an incident.

WebRTC and sensors in vehicles

Business applications of real-time communication through the web (WebRTC) will gain momentum. Whether in search engines desktops or mobile, these facilities will accelerate the ability of participants to work on shared areas without having to launch other independent applications.

Moreover, telecommunications in the car is going to become an important channel contact center for customer. With sensors and increasingly common telematic systems in vehicles, information on car use and on the behavior of drivers will be accessible with immediacy, offering a great opportunity to automakers, dealers and OEM spare parts be much closer to its customers, increase brand loyalty and increase margins.

Specifically, the sensors used for vehicle maintenance and reporting on its use offer their owners a proactive and convenient service, alerting them in advance of the items to check, repair or other security-related. Sensors and telematics elements also provide opportunities to strengthen ties with insurance companies that might offer discounts to safe drivers, not to mention access to a variety of services.

Technology 'wearable' at work

Una mayor proliferación de la tecnología ‘ponible’ o ‘wearable’ impulsará la satisfacción del cliente. En los próximos cuatro años, las predicciones sobre las ventas de este tipo de dispositivos se multiplicará por ocho. La explosión hará que el objeto más importante que llevamos encima, nuestro smartphone, sea todavía más importante en su papel central, al servir de proxy para todos nuestros elementos.

But something that is not usually talk about is the development of 'wearables' in the workplace, beyond the contact center. With headphones and communications technologies evolving, new portable technologies evolve to special applications for employees who need access to information and hands-free communication capabilities.

For example, a health worker can use these elements to communicate portable video in full surgical operation with other experts or specialists teams residing in another room, building or city.

virtual reality and customer experience

La experiencia del espectador en un evento deportivo o en un espectáculo estará conectada y será más ‘inteligente’; ya no se centrará únicamente en la acción en el campo de juego. El análisis de los datos de los fans, recogidos desde diferentes puntos, ayudará a las instalaciones a medir, optimizar y monetizar sus experiencias.

And thanks to the proposal Oculus Facebook, we will see how virtual reality will come into play. The technology will allow to use the experience of 'red button' at the stadium and at home. For example, from the amateur smartphone you can choose between viewing angles of more than fifty cameras and enjoy a unique experience from your home or hotel room.

Email messaging versus

Pese a lo que en un principio pueda parecer, las aplicaciones de mensajería no van a sustituir al correo electrónico, ya que es una herramienta de comunicación que, por el momento, es un elemento clave en los negocios. A diferencia de las aplicaciones de mensajería, el correo tiene una estructura; espacio reservado para el sujeto; se puede responder a uno o a muchos; se puede categorizar, crear carpetas, etc.

The basic structure is, in most cases, consistent between email providers. Moreover, a user can use Exchange Gmail, and vice versa. And although messaging applications are fun and are fashionable, are newcomers to the world of written communications and still have a long road ahead.

New challenges in cloud

Las nubes híbridas/privadas seguirán siendo aplicaciones críticas en el entorno profesional durante los próximos cinco años. La nube tiene muchas ventajas, pero también abre nuevos retos a los que la empresa ha de enfrentarse. A medida que las soluciones están desplazándose desde una tecnología homogénea y monolítica a una heterogénea que corre sobre capas sobre capas de infraestructura cloud, los clientes se preocupan cada vez más por la seguridad y la responsabilidad de la entrega y del soporte a la solución global.

Companies be held accountable to their suppliers, they will demand a closer relationship and knowledge and control of the implications of its infrastructure, which includes both cloud applications, and network devices.

Jose Paz

Director general Avaya Spain and Portugal


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By • 8 Jan, 2016
• Section: Infrastructure, Business, Networks, Grandstands

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