JED HEWSON, co-founder and joint CEO of 1Stream, explores the major contact centre technology trends that emerged last year including fibre, AI and chatbots,
At the end of any year, it is wise to look forward to the year ahead, and to use the knowledge gleaned from the previous year to predict some of the business trends and influences that will impact on the economy.
South Africans are finally having fibre delivered to them. With the rollout of fibre across the country, the full potential of cloud technology and connectivity can permeate our lives: both in the home and at work. 2017 showcased a fundamental shift in the cloud marketplace thanks to the accessibility of fibre and the potential it unlocks for the enterprise.
SD-WAN is the next layer of fibre ubiquity that allows the business to free itself from the complexities of multiprotocol label switching (MPLS). It is agile, introduces an additional layer of security and high availability on the router, is link agnostic, and allows the user to configure and manage systems rather than hire specialist engineers. SD-WAN is, quite simply, a better way to use fibre.
3. Artificial intelligence and chatbots
2017 taught us is that there are number of players in the artificial intelligence (AI) and chatbot arena. Until now, connectivity limitations and infrastructure in South Africa have slowed its uptake, but it seems very likely that these services will soon be far more accessible.
In the past, integration in the call centre meant lengthy and expensive projects to connect on-site proprietary systems and usually needed the involvement of highly specialised developers. The cost and effort to implement and maintain integrations made the business case for smaller call centres hard to justify. As modern cloud technologies are designed for remote connection and generally offer “open-Standard” APIs such as Web Services, integration today is faster and less expensive to deploy.
With the rise of cloud-based integration systems, 2017 saw a resurgence of integration in contact centres of all sizes. These systems are designed to use agile methodologies, open and industry standards, with remote connectivity. The integrations of the past year have been more flexible and efficient, faster, cheaper, and designed with more modern technology in mind.
5. The omnichannel
As the call centre adopts an increasing array of channels through which to communicate and collaborate with customers and employees, it is also adopting an increasingly complicated ecosystem that demands improved management accessibility and capability. In 2017, the omnichannel demonstrated both its relevance and its high maintenance. There is a growing number of companies looking for solutions that can streamline all these channels with central reporting and real-time data functionality.
6. The hypercloud
The big four hyperclouds are here at last. Amazon, Azure, IBM and Google are coming to Africa, and with them brings a bevy of services that will see competition for cloud dominance hit an all-time African high. In the past, cloud offerings were limited as the hypercloud leaders were unavailable and the cost and complexities involved in bringing tools to Africa were prohibitive. Now, however, this is all about to change, and the next step is anyone’s guess.
7. The end of on-premise
This past year has shown how businesses are finding it increasingly difficult to justify on-premise solutions. This is being further influenced by shadow cloud or stealth-cloud, where employees and individuals are introducing their own cloud solutions and IT environments, without the influence of IT. This trend was firmly entrenched throughout 2017 and triggered the corporate understanding that they will have to move off-premise at some point. However, in order to proceed, they will need a clear strategy to define how they manage their providers within their infrastructure.
Car buyers to start abandoning fuel-power by 2025
Car buyers in the United States and Europe expect electric vehicles to become a viable alternative to fuel-powered cars in the next five years.
A new report outlining consumer expectations of battery electric vehicles (BEVs) and their viability as replacements for traditional fuel-powered cars or internal combustion engine (ICE) vehicles suggests a massive shift beginning in 2025.
The conclusion emerges from a report by human behaviour and analytics firm Escalent, entitled The Future of BEV: How to Capture the Hearts and Minds of Consumers. It reveals the intent of many consumers in the United States and Europe to abandon ICE vehicles altogether, citing the improved infrastructure and range of BEVs.
The Future of BEV gives auto and mobility manufacturers a strategic view of the benefits of their products in the eyes of consumers and highlights the areas of opportunity for automakers to push the innovation boundaries of BEVs to spur broad adoption of the technology.
“While most buyers don’t plan to choose BEVs over gasoline-powered cars within the next five years, consumers have told us there is a clear intention to take BEVs seriously in the five years that follow,” says Mark Carpenter, joint managing director of Escalent’s UK office. “However, manufacturers will need to tap into the emotional value of BEVs rather than just the rational and functional aspects to seize on that intent and inspire broader consumer adoption.”
The study demonstrates a significant shift in consumers’ expectations that BEVs will become viable alternatives to—and competitors with—ICE vehicles over the coming decade. Though 70% of Americans plan to buy a gasoline-powered car within the next year, just 37% expect to make that same purchase in five to ten years. Similarly, while 50% of European consumers favour buying vehicles powered by gasoline and diesel in the near-term, that figure drops to just 23% in five to ten years.
At the same time, consumers on both sides of the Atlantic see BEV adoption rising to 36% in Europe and 16% in the US, with respondents also indicating intent to purchase hybrids and hydrogen-powered cars.
Infrastructure clearly continues to be one of the biggest barriers to adoption. While some work is being done in Europe as well as in the US, the data show there is a significant need for some players to take ownership if manufacturers want to move the needle on BEV adoption.
US and European consumers have stark differences in opinion as to which entities they believe are primarily responsible for providing BEV charging stations. American consumers consider carmakers (45%) the primary party responsible, followed by fuel companies, local government/transport authorities, and the national government in fourth. On the other hand, European consumers view the national government (29%) as the primary party responsible for providing BEV infrastructure, followed by carmakers, local government/transport authorities and fuel companies.
For a full copy of the report, visit https://landing.escalent.co/download-the-future-of-bev.
New cell phone to help with dementia and memory loss
A new cell phone that takes simplicity to the extreme is designed to address the unique needs of people with dementia and other forms of memory loss. The RAZ Memory Cell Phone, developed by RAZ Mobility, a provider of mobile assistive technology, was launched this week. The handset is also well-suited for individuals with intellectual disabilities.
According to the Alzheimer’s Association, approximately 5.8 million Americans have Alzheimer’s dementia, with one in ten people over the age of 65 diagnosed with the disease. The number of people with dementia is expected to increase rapidly as the proportion of the population 65 and older increases. The American Psychiatric Association reports that approximately one percent of the population has an intellectual disability.
The RAZ Memory Cell Phone consists of one primary screen, and one screen only. It is always on and includes pictures and names of up to six contacts and a button to call 911. That’s it! There are no applications or settings to cause confusion. No notifications or operating system updates. No distractions. Users can simply tap and hold the picture of the person they wish to call.
Caregivers manage the RAZ Memory Cell Phone through a simple online portal. The portal is used to create and edit the contacts, track the location of the phone/user and select certain options, such as the option to restrict incoming calls to people in the user’s contacts, thereby avoiding unwanted calls such as predatory robocalls.
The RAZ Memory Cell Phone can now be ordered at https://www.razmobility.com/solutions/memory-cellphone/.