I asked Evolve IP’s top technology pros about what major trends they could see in their 2016 crystal ball. While the orb was a bit cloudy at first (ehem), eventually several trends shone through.
Trend 1: The convergence of service providers and software providers.
Interest in cloud-based offerings and software as a service (SaaS), such as Office 365, is reaching points of proliferation. In fact, Microsoft is seeing 50,000 new small and medium-size companies signing up every month and Office 365 is in use at four out of five Fortune 500 corporations, according to International Business Times.
While companies trust vendors like Microsoft and are deploying SaaS, customer service is still often required, due to the complexity of most enterprise environments. Enterprises still expect to turn to a vendor for guidance on a software deployment or expansion, having access to someone with an extensive IT skillset and knowledge of the software or help with trouble shooting. However, traditional vendors are not service providers. As a result, we expect vendors to recognize the issue and embrace cloud service providers to deliver ongoing service and support, especially in the mid-market. That’s why, in 2016, we’ll see a convergence of service providers and software providers.
Trend 2: Disaster Recovery Gets a Facelift.
Historically when IT professionals and companies thought about disaster recovery, it was just associated with built-in failover for vServers. For instance, Gartner’s Disaster Recovery as a Service (DRaaS) Magic Quadrant focuses exclusively on vServer failover. But what about recovery of your other IT infrastructure? As our world becomes increasingly mobile, so does the demand for the ability to access all work applications everywhere. While it is important to have a plan to protect your company’s data, business continuity now means much more. Companies will be expected to continue to fully operate in all scenarios. Therefore, we expect that to ensure continuity, you should expect DRaaS to extend to the desktop.
Trend 3: Mobile devices will become “everything devices”.
Mobile device technology has been one of the fasting growing technologies in history – and that is all due to continually increasing demand. In 2016, we expect to see mobile technology go beyond just apps. We think you will start to see increased processing power that will enable your mobile device to dock and be your desktop, your TV tuner, and more.
Trend 4: Integration with Business Applications in the Call Center.
With continued technology focus on data-driven capabilities like Big Data and IoT (the Internet of Things) approaches, companies are looking to their data for competitive insights. At the same time, there is a ground swell of focus on customer satisfaction and making customer interactions “frictionless” across all methods of communication. Those forces will fuel desire for tightly integrated systems in the call center that empower organizations to provide top-notch customer service with greater ease while providing leadership with access to new insights about their staff and customer behaviors. In a nutshell, we will see much greater emphasis on tightly marrying call center technologies with business applications.
And finally – two predictions …
- Cyberterrorists will take down the Internet. A large chunk of the net will go dark for 24 hours.
- Microsoft will release an open source version of the Windows OS.
What are your thoughts on the trends above and what are your predictions for technology in 2016?Categories: General