After almost two years of dealing with the effects of the pandemic and the great technological acceleration of many sectors of the industry, it is evident that companies are now faced with the need to make their operations sustainable over time. investments in IT, and look for new alternatives that allow the design and creation of solutions tailored to your needs, in an increasingly cost-effective manner.
In addition, changes in labor dynamics, new cybersecurity risks and the growing interest in increasingly linking technological development with environmental sustainability make 2022 full of great challenges for organizations. This is why Avaya presents some aspects that will become a trend for this year.
AI will continue to revolutionize the total experience
According to a study carried out by Avaya, 61% of Colombians prefer to contact the customer service area of large organizations such as banks, airlines, public services and online retailers through web chat. However, 70% consider that telephone support has increased in importance in recent months. For this reason, being able to anticipate the needs of users in different communication channels is allowing industries, such as contact centers, to make effective decisions to build stronger relationships with their users, through Artificial Intelligence.
Services such as sentiment-based call routing allow you to classify interactions according to the needs of each user and connect them with agents who have the ideal skills to serve them. The monitoring of customer interactions also makes it possible to generate recommendations to optimize service in real time. In aspects such as cybersecurity, AI is helping to shield customer communications and prevent crimes such as identity theft thanks to voice biometrics and the analysis of writing patterns.
The use of Artificial Intelligence is making it possible to build more effective and secure customer experiences, while promoting the humanization and assertiveness of service agents and encouraging them to develop their soft skills. And this link is expected to continue to strengthen in the coming months.
Redefinition of labor paradigms
After nearly two years of disruption, employees have learned to work differently and are rethinking not just how, when and where they work, but why. 71% of workers, according to an Avaya study, say that the best alternative for them is to establish hybrid work dynamics, because they want to maintain the advantages of a remote modality, but in many cases they miss the face-to-face relationship with their clients and work teams.
And this rethinking of flexible work paradigms is just beginning. A McKinsey study shows that 40% of employees are planning to change jobs in the next 3-6 months, and this major restructuring is creating fundamental changes in the global job market.
In this redefinition of work paradigms, it will be key to define a work hub for collaborators, so the use of platforms such as Avaya Spaces will continue to be essential to consolidate synergies in hybrid and remote teams. These spaces are not just communication channels, but work centers that facilitate all the activities that employees must carry out. In addition, it will be very important that these solutions have flexible and modular designs with APIs that allow customizing their services and functions according to the needs and workflows of each organization.
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Citizen developers and flexible and composable solutions
There is a huge talent gap in information technology and a great need for technological transformation in businesses of all sizes and sectors. This has generated the emergence of a new protagonist: the developer citizen. A character who, thanks to the new low-code tools -which do not require command of programming languages-, or solutions with flexible and modular designs, can create applications and platforms that transform and automate the operations of your organization and that use the power of the data to "reason" about it and make informed business decisions.
Citizen developers are helping to reduce bottlenecks, close development gaps, increase agility and innovate faster and have become a key part of the digital transformation of their organizations.
Initiatives such as AvayaExperienceBuilders are perfectly aligned with this trend, as they are creating modular, flexible and compostable communities and tools that allow the co-development of customized experiences, taking advantage of existing service offerings and the creation of completely new ones. through technologies such as artificial intelligence and cloud services.
This type of dynamics will promote combinatorial innovation - in which existing elements are combined to create a new development - and collective intelligence of organizations to create new technological solutions that increasingly respond to the particular needs of the business. Therefore, digital transformation will be less and less a matter for engineers and more areas of organizations will be able to play a relevant role in technological development.
Cybersecurity central axis of innovation
According to a Kaspersky report, in the first 8 months of 2021, cyber attacks increased by 24% in Latin America, and the home office (remote access) and hacking were identified as the main vectors for these attacks. As the advance in technological adoption accelerates, the need to raise the security standards of these types of innovations also increases. This implies not only technological developments but the generation of a clearer awareness in relation to cybersecurity risks, by all employees and business partners of the organizations.
According to studies such as the Digital Defense Report, digital hygiene measures such as verifying the veracity of the information in suspicious emails, creating secure passwords or keeping the versions of the operating system and mobile applications updated, can protect organizations from the 98% of attacks. Therefore, raising awareness about these types of situations will be key in the coming months.
‘sustainable’
Another big trend that is emerging is the need to put technology at the service of sustainability. Countries and organizations will require significant computing capacity to index, collect, store, and process information related to their biodiversity and to monitor the impact of their productive activities. The role of technology will be essential to guide its path towards carbon-neutrality, and also to fight against phenomena such as deforestation, coastal erosion, for the conservation of ecosystems and biodiversity. The potential of technology to promote cleaner modes of production, circular economies and more sustainable development models will be the great protagonist of the coming years.
LabelsCustomer Service Avaya Contact Center Artificial Intelligence