ENTERPRISE TECHNOLOGY social media to the traditional contact centres, while 50 % of consumers prefer social media over support forum.
Adoption of unified collaboration According to Frost & Sullivan, 80 % of North American IT investment decision makers deploy cloud communications for advanced features and capabilities.
Demand from multinational clients, increasing omni-channel popularity, technology adoption and changing regulations are expected to drive this digital transformation and the growth of BPO industry globally. ICT solutions such as collaboration, analytics, automation and artificial intelligence will equip the industry for this change, not only driving efficiency and increasing productivity but also reducing deployment and execution time while keeping costs under control.
The BPO industry has clearly increased its focus on big data analytics for better customer insight, while encouraging cloud computing and storage to support real time data sharing.
Cloud rush Accessing data in the cloud is increasingly at the heart of digital transformation, and herein lies a challenge. IT teams are moving existing workloads to the cloud, and various teams across the business are setting up their own cloud. However, working with disparate cloud providers or buying in SaaS applications with little or no input from the central IT function, is a tedious and demanding challenge for CIOs to manage. This results in a cloud with data that is stored in a complex and scattered environment. Having the right service partners in place makes a CIOs job much less overwhelming.
The transformation benefits enterprises as well as customers. When enterprises collaborate with experts in the field, they have the capacity to become more agile and efficient, particularly with a satisfied workforce.
Streaming services like Netflix are a good example in this case. The media industry is undergoing radical transformation with increasing influence of digital platforms, which are replacing traditional media. Consumer behaviour is shifting from buying and owning content to increased spending on gaining digital access, including online streaming and downloading, reports show that 75 % of viewers binge watch TV series on streaming services such as Netflix.
Digital media and entertainment platforms and delivery channels are gaining popularity, leading to entry of new over-the-top players, which has affected the entire traditional media ecosystem. Various media players and companies are leveraging new technologies such as analytics, cloud, and programmatic buying, and forming content partnerships to consolidate their position. Industry players are seeking to leverage customer data across digital platforms to enhance customer experience primarily via targeted offerings and seamless multiplatform integration.
In this hyper-competitive market, companies are looking for a connectivity partner that can help them keep pace with both, the emerging business models and the changing consumer habits.
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