South African companies moving to cloud-based infrastructure need to understand that the cloud is not the end of the journey – it is just the first step in finding new ways of doing business, says Interactive Intelligence.
By ANDRE LE ROUX, Interactive Intelligence Managing Director, Africa Region.
After a slow start in South Africa, cloud adoption is picking up fast, following global trends in which spend on cloud services is rapidly doubling and even tripling. According to IDC, spend on public cloud services will grow from around $70 billion in 2015 to over $141 billion in 2019, with Infrastructure as a Service and Platform as a Service growth outpacing Software as a Service growth. IDC predicts cloud IT infrastructure spending will pass the $53 billion mark by 2019, accounting for 46 percent of total expenditures on enterprise IT infrastructure.
While this growth is impressive, it shouldn’t be surprising. Moving to the cloud dramatically simplifies infrastructure, removes impediments to change, improves security, and allows for the collection of massive amounts of data for analysis. Most importantly, however, it facilitates experimentation, rapid change, and easier adoption of new technologies.
So, while the cloud offers inherent benefits, it’s also just the first step on the road to the new order of business. This is the point where the real business revolution begins.
Beyond the cloud, businesses must meet customer demand for multimodel engagement, where they can use multiple channels of communication within a single interaction seamlessly. An example is escalating from a Web chat to a video session with co-browsing.
Increasingly, customer engagement and collaboration technologies will merge. The above example illustrates this capability. Another is the ability of agents, along with business users, to be members of subject-specific chat rooms. Being able to quickly tap into a resource such as this would enable agents to far more effectively address customer issues in real-time.
Virtual reality is another area that’s transforming business. Imagine agents and customers walking together through virtual worlds to exchange information, demonstrate complex concepts, or showcase goods and services. As part of a multimodal interaction, the customer experience becomes deeply personalized and effortless.
We are already moving beyond data analytics to artificial intelligence (AI). AI automatically and proactively identifies problems and recognizes trends so supervisors don’t have to search through enormous data sets. This knowledge will drive disruptive change in products, services and customer engagement.
The cloud presents a wealth of as-yet untapped opportunities to completely disrupt business and society at large. The question now isn’t whether or not to embrace change. For businesses that want to succeed, the only question left is how fast can you do it?
Notre Dame, Scoop Makhathini, GoT, top week in search
From fire disaster to social media disaster, the top Google searches this week covered a wide gamut of themes.
Paris and the whole world looked on in shock as the 856-year-old medieval Catholic cathedral crumbled into ash. The tragic infernal destruction of this tourist attraction of historical and religious significance led South Africans to generate more than 200 000 search queries for “Notre Dame Cathedral” on Monday. Authorities are investigating the cause of the fire that razed the architectural icon.
In other top trending searches on Google this week, radio presenter Siyabonga Ngwekazi, AKA Scoop Makhathini, went viral when it appeared he had taken to Twitter to expose his girlfriend, Akhona Carpede, for cheating on him. Scoop has since come out to say that he was not responsible for the bitter rant and that his account was hacked. “Scoop Makhathini” generated more than 20 000 search queries on Wednesday.
Fans generated more than 20 000 search queries for “Sam Smith” on Tuesday ahead of the the British superstar’s Cape Town performance at the Grand West Casino. Smith ended up cutting his performance short that night due to vocal strain.
Local Game of Thrones superfans were beside themselves on Sunday, searching the internet high and low for the first episode of the American fantasy drama’s eighth season. “Game of Thrones, season 8, episode 1” generated more than 100 000 queries on Google Search on the weekend.
As the festivities kicked off in California with headliners such as Childish Gambino and Ariana Grande, South Africans generated more than 2 000 search queries for “Coachella” on Saturday.
South Africans generated more than 5 000 search queries for “Wendy Williams” on Friday as it emerged that the American talk show host had filed for divorce from her husband Kevin Hunter after 21 years of marriage. Hunter has long been rumored to have been cheating on Williams, which reportedly finally led to the divorce.
Search trends information is gleaned from data collated by Google based on what South Africans have been searching for and asking Google. Google processes more than 40 000 search queries every second. This translates to more than a billion searches per day and 1.2 trillion searches per year worldwide. Live Google search trends data is available at https://www.google.co.za/trends/hottrends#pn=p40
5G smartphones to hit 5M sales in 2019
According to the latest research from Strategy Analytics, global smartphone shipments will reach a modest 5 million units in 2019. Early 5G smartphone models will be expensive and available in limited volumes. Samsung, LG and Huawei will be the early 5G smartphone leaders this year, followed by Apple next year.
Ken Hyers, Director at Strategy Analytics, said, “We forecast global 5G smartphone shipments will reach a modest 5 million units in 2019. Less than 1 percent of all smartphones shipped worldwide will be 5G-enabled this year. Global 5G smartphone shipments are tiny for now, due to expensive device pricing, component bottlenecks, and restricted availability of active 5G networks.”
Ville Petteri-Ukonaho, senior analyst at Strategy Analytics, added, “Samsung will be the early 5G smartphone leader in the first half of 2019, due to initial launches across South Korea and the United States. We predict LG, Huawei, Xiaomi, Motorola and others will follow later in the year, followed by Apple iPhone with its first 5G model during the second half of 2020. The iPhone looks set to be at least a year behind Samsung in the 5G smartphone race and Apple must be careful not to fall too far behind.”
Neil Mawston, executive director at Strategy Analytics, added, “The short-term outlook for 5G smartphones is weak, but the long-term opportunity remains huge. We forecast 1 billion 5G smartphones to ship worldwide per year by 2025. The introduction of 5G networks, by carriers like Verizon or China Mobile, opens up high-speed, ultra-low-latency services such as 8K video, streaming games, and augmented reality for business. The next big question for the mobile industry is how much extra consumers are really willing to pay, if anything, for those emerging 5G smartphones and services.”
Strategy Analytics provides a snapshot analyses for the outlook for 5G smartphone market in this Insight report: 5G Smartphones : From Zero to a Billion
Strategy Analytics provides a deep-dive into the air-interface technologies that will power phones through 2024 across 88 countries here: Global Handset Sales Forecast by 88 Countries and 19 Technologies : 2003 to 2024