By Brett Shockley, SVP & CIO, Avaya
From a product and solution development perspective, given the communication and collaboration space, unified communications, contact centre, mobility, BYOD and mobile videos are all revolutionizing the industrial trends this time. According to statistics, about 40 percent of enterprise users spend 20 percent time away from their desk place. This is an alarming report for technology enterprises as we look for ways to provide applications for them.There are indeed a number of interesting things doing the rounds in applications perspective. It is possible to run ten different applications/devices registered with the same ID and phone number and as a result I use a phone on a static place like my desk but also run applications on remote places according to my need. It is as simple as I attend a conference call on my flight through a video and thus keep time and track of my work throughout. Multi channel Communication-Customers’ Wish list According to reports about 78 percent of the customers wished to communicate to companies via multiple channels and out of which only 17 percent reviewed their response to be well and the other 65 percent intend to start fresh. As a result, we at Avaya have been focusing on activities for research involving big data and predictive analytics at our support center. It is a stepwise approach as one goes through our website for self-service, escalate it to an automated chat with our knowledge base, and so gather a human response through the web browser and what one gets in the end is a video conversation at the browsers comfort. The tool of analytics is certainly on the wish list of the enabler as one learns to manage the data and not only restricting it for operational reporting but also to use the large database, by converting unstructured data into structured data, manage people and processes associated with it.