ENTERPRISE TECHNOLOGY social media to the traditional contact centres , while 50 % of consumers prefer social media over support forum .
Adoption of unified collaboration According to Frost & Sullivan , 80 % of North American IT investment decision makers deploy cloud communications for advanced features and capabilities .
Demand from multinational clients , increasing omni-channel popularity , technology adoption and changing regulations are expected to drive this digital transformation and the growth of BPO industry globally . ICT solutions such as collaboration , analytics , automation and artificial intelligence will equip the industry for this change , not only driving efficiency and increasing productivity but also reducing deployment and execution time while keeping costs under control .
The BPO industry has clearly increased its focus on big data analytics for better customer insight , while encouraging cloud computing and storage to support real time data sharing .
Cloud rush Accessing data in the cloud is increasingly at the heart of digital transformation , and herein lies a challenge . IT teams are moving existing workloads to the cloud , and various teams across the business are setting up their own cloud . However , working with disparate cloud providers or buying in SaaS applications with little or no input from the central IT function , is a tedious and demanding challenge for CIOs to manage . This results in a cloud with data that is stored in a complex and scattered environment . Having the right service partners in place makes a CIOs job much less overwhelming .
The transformation benefits enterprises as well as customers . When enterprises collaborate with experts in the field , they have the capacity to become more agile and efficient , particularly with a satisfied workforce .
Streaming services like Netflix are a good example in this case . The media industry is undergoing radical transformation with increasing influence of digital platforms , which are replacing traditional media . Consumer behaviour is shifting from buying and owning content to increased spending on gaining digital access , including online streaming and downloading , reports show that 75 % of viewers binge watch TV series on streaming services such as Netflix .
Digital media and entertainment platforms and delivery channels are gaining popularity , leading to entry of new over-the-top players , which has affected the entire traditional media ecosystem . Various media players and companies are leveraging new technologies such as analytics , cloud , and programmatic buying , and forming content partnerships to consolidate their position . Industry players are seeking to leverage customer data across digital platforms to enhance customer experience primarily via targeted offerings and seamless multiplatform integration .
In this hyper-competitive market , companies are looking for a connectivity partner that can help them keep pace with both , the emerging business models and the changing consumer habits .
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