Top 3 predictions for 2013 by Avaya

by CXOtoday News Desk    Jan 07, 2013

The year 2012 has been an exciting year for technology and if this is any guide, then technophobic predictions of an isolated world where technology replaces human interaction will remain solely in the realms of film and fiction. Communication technology development is becoming increasingly people centric – both in the workplace and at home.

According to The International Monetary Fund International Economic Forecast 2012 - 2013, Asia in 2013 will stay positive with emerging markets taking the lead in driving the economy forward. As pressures to improve business performance, productivity and higher levels of efficiencies mount, Asian businesses will continue to invest heavily in building resilient infrastructures, with firms like Canalys predicting total IT investments to grow an average of 5% per annum to reach $152 billion USD by 2016.

Avaya believes that the shift from technology-centric to user-driven IT environment will continue into 2013. Additionally, leveraging IT as a way to achieve business priorities and objectives will reveal some game-changing trends with large business implications. Avaya sees the following three trends that will make a big impact in 2013:

1) Video takes the next big plunge

As organisations look to up productivity this year, more effective access to and integration of video solutions will deliver more effective collaboration, save time and increase productivity in 2013.

A trend that took a leap during the 2008 downturn as an option to save travel costs will now be driven throughout the organisation for its ability to bring people together more effectively. Taking video out of boardrooms will be key.

2) BYOD shifts to (BYOA) Bring Your Own Apps

If 2012 was the year of ‘Bring Your Own Device’ policies, then 2013 will be the year of ‘Bring Your Own Apps’. Employees are increasingly using third party productivity applications and cloud services, without consulting the IT department. What CIOs and IT managers have to pay heed to is effective and secure management of BYOA.

More than that, there is a real opportunity for organisations to offer a communications “app store” — a platform where the workforce can download individual apps, such as call-recording, multi-point conferences or entire solutions for use across the business.

3) Universal Collaboration drives business and consumers
This year will see businesses demand ever more effective access to scalable, sophisticated, real-time collaboration tools. The need for a fully integrated approach to telephony, video, networking and security will be pivotal as businesses opt for manageable, scalable, out of the box packages that they can roll out across the business in a cost effective way.

The ‘always on’ nature of mobile telephony has heightened consumer expectations around customer service. The use of technology to improve customer experience management, or the ability to collaborate anytime, anywhere, on any device regardless of location is a huge opportunity. And it is one which puts a multimedia contact centre environment at the very heart of a company’s CRM strategy.

The findings of the 2012 Avaya Asia Pacific Customer Experience Index, now in its fifth edition, revealed this as the age of the mature customer with 63 percent of Asia Pacific customers actually willing to pay extra for quality service, and 60 percent of customers moving to multi-channel communication in customer service. Furthermore, the preference for multi- channels is backed by the demand for superior service as nearly two in five customers are likely to move or have already moved their business as a result of their interaction with a customer service center.