2011: The year that was
2011 saw an explosion in the availability of mobile devices with multiple competing platforms, as the consumerization of IT laid the ground for the Bring-Your-Own-Device phenomenon, allowing workers to increasingly blend their personal lives into the workplace experience. It is not surprising anymore to find consumers switching over to the latest gadget to improve their productivity through a seamless transition from work to personal devices. The trend is expected to pick up as a recent IDC study on consumerisation of IT found that 40% of devices used to access business applications are personally owned. The number is only expected to increase with an 80% adoption by 2014 and 90% by 2015 as according to Gartner’s 2012 predictions.
2012: The year ahead
Avaya has seen particular interest in solutions that can assist organizations in overcoming the challenges around manageability, security and access – all of which are essential components of enterprise IT as we move into 2012.
With the planned release of more smartphones, tablets and mobile devices now being made available on intelligent operating systems like iOS, Windows Phone, and Android, we see a greater influx of tools and consumer devices in 2012. As mobile workers emerge as an increasingly important target group, we see Consumerisation of IT and Cloud Computing to become more main stream and defined in 2012.
In addition, judging from our channel partners’ sentiments, we believe our key growth vertical sectors will continue to invest in business communication solutions across the Asia Pacific region. We surveyed our channel partners who attended the annual Avaya Connect Asia Pacific Channel Partner Conference in October this year and found:
• 68% named the Financial Services and Insurance (FSI) sector as one of the top two verticals likely to drive the highest growth in enterprise communication spend with them in 2012
• 38% thought the Telecommunications and IT industry would be a key customer segment and 32% saw Government spending on communication technology remaining strong.
• 90% predict a stronger year for their business in 2012 with 47% forecasting strong single digit or double digit growth
With the rapid deployment of new technologies, businesses need to be smart and determine ways that can help optimise dollar spend and maximise return on investment. And Avaya is committed to helping our customers realise the productivity gains, service enhancements and cost savings that smart investments in technology can deliver.
From a market perspective, we are seeing a more demanding customer base and the need for businesses to place a lot of emphasis on customer service.
• Earlier this year, the Avaya 2011 Contact Center Consumer Index survey showed that consumers today are less forgiving with as many as 87% of respondents likely to tell their friends and switch to competitors on receiving poor customer center service.
So in short – and again this is a view confirmed by our business partners – we see customer service as the single biggest differentiating factor in both private and public sectors. In addition, the productivity gains that effective investments in technology can drive, and the fact that the current market uncertainty demands clear returns on investment and cost containment, mean that making the right technology decisions in 2012 will be fundamental to driving sustained business success.
- Anil Chawla is Director, Enterprise, Government & Defense, Avaya India and can be reached at firstname.lastname@example.org