The Omnichannel Dilemma: Everyone Wants It, But How Do You Start?
|
|
- Elmer Fowler
- 5 years ago
- Views:
Transcription
1 Omnichannel Knowledge Series The Omnichannel Dilemma: Everyone Wants It, But How Do You Start? By Daniel Hong Show of hands: Have you ever heard the word omnichannel in a meeting and reflexively grunted just loud enough for the people sitting next to you to hear? Did they acknowledge this with a we re totally on the same page eye-roll? And if the possibility of implementing omnichannel was discussed, were questions met by tactful skepticism, cocked eyebrows and crossed arms? This is a common scene in conference rooms today. While omnichannel has been widely heralded by vendors as the ultimate panacea for broken customer journeys, there s a certain degree of incredulousness within enterprises when it comes to actually making omnichannel customer engagement a reality. The potential is embraced but the perceived heavy lift is not. It makes perfect sense that customers should be able to start their journey in one channel on one device and continue seamlessly in others. A customer s experience should be continuous, with context maintained regardless of touchpoint. This report will helps you understand the challenges inherent in omnichannel and presents actionable advice overcoming them /7 Customer, Inc. All Rights Reserved. 1
2 Customers Actually Expect Omnichannel Experiences Today, 1.5 billion consumers have Apple and Android devices. Their new capabilities, like Apple Continuity and Google Now (which preserve context and blend experiences across devices and channels), dramatically raise the proverbial bar for digital customer experience. When interacting with businesses, consumers expect the same types of experiences their smart devices and apps deliver. Matias Duarte, the former lead designer of Android at Google, sums it up well (when referring to how consumers engage with apps on multiple devices) but when services actually work seamlessly across all these screens that are available, you re going to be like, OMG, obviously. So Why isn t Omnichannel Mainstream Today? Omnichannel is Complex To make omnichannel work in an enterprise, a lot of moving parts need to work fluidly together: governance, technology, business processes, and metrics. First you need an executive sponsor who will see omnichannel through to the end. Then you need to assemble the right cross-departmental and cross-functional teams from customer care, IT, marketing, ebusiness and possibly others. You also have to deal with the complexities of changing business processes, mapping out APIs, integrating the disparate backend systems, tagging websites and apps, and consolidating infrastructure the list goes on. Omnichannel is Challenging to Measure Measuring ROI from omnichannel is difficult because customer journeys can straddle many different channels and devices. The metrics by which organizations operate by today are typically single channel in construct. That can make it difficult to gauge the success of an omnichannel deployment that s journey-focused. Today over 90 percent of customers use three channels to resolve an issue or conduct a transaction in customer service, and tracking of the customer across these channels has not been common in the industry /7 Customer, Inc. All Rights Reserved. 2 2
3 5 ACTION TIPS FOR CREATING AN OMNICHANNEL FRAMEWORK Many companies have successfully navigated these challenges. They ve created realistic, practical frameworks that broke down the moving parts into bite-sized tasks. They aligned those against maturation stages that included: channel optimization, channel pairing, and full integration of multiple channels. This approach gives transparency into the multitude of teams involved, the actions needed, and ROI clarity for each interaction, transaction, and journey. It also forces a much-needed collaborative framework exercise across different teams, and provides a compressed version of the realities that impact the overall business and the levers needed to make omnichannel a reality. Over the past several years I ve talked with business and IT execs from a wide spectrum of companies in different stages of omnichannel rollouts. Here are five things I learned about creating an omnichannel framework. Most of your customers start on the website. Today 93 percent of buyers go to the web first and 64 percent of consumers begin their customer service journeys online. Most enterprises already know this but not enough has been done to optimize websites (across devices) where dynamic data- and intent-driven content make it easier for customers to find the right information, discover transactional capabilities, and have a better overall experience. Many of the lofty goals enterprises set forth for cost reduction and call deflection begin on the website, where there are three opportunities they can quickly capitalize on: Virtual Agents: In recent years there s been a steady uptick in virtual agent deployments, empowering customers to get what they need from a website, mobile app or device. Done right there can be very strong gains in reducing web chat and call volume: by upwards of 40 percent. There s a huge opportunity for enterprises to deploy proactive chat that s based on predicting the customer s intent--offering chat at the right moment (related to the device and journey) when a customer needs assistance. Using business rules to trigger chat invites may be the right fit for some enterprises but for many it requires a more sophisticated approach using predictive models that ingest and make sense of high volumes of data. This use of data at scale continuously refines how and when to engage customers for chat. It s what enterprises need, given customer behavior is ever-changing in an environment that is always changing as well. The same approach can be used for proactive virtual agents. This is foundational for omnichannel. Tagging websites has been done for mostly advertising, marketing and sales reasons. But not much of it has been done for enabling customer service journeys. Tagging provides the context needed to make sense of interactions as customers traverse channels and devices /7 Customer, Inc. All Rights Reserved. 23
4 Over 85 percent of customers that can t accomplish what they need on a website will cross channels to phone, mobile app, web chat, social media or . And 70 percent will seek live agent assistance. Even when websites are optimized there will be a slew of customers that will cross channels and devices in a single journey for a variety of different reasons that include wanting to talk or chat with a live agent, using different devices, workflows within the journey, preferences, and time constraints. Identifying those journeys where channel transitions are common and connecting them (moving context from one channel to another) or improving an interaction and enriching it by blending the interaction simultaneously with another channel is where omnichannel experiences that actually touch the customer begin. Three channel pairings that can be rolled out first include: Bringing together the IVR and the smartphone is a powerful combination that powers visual IVR and collaborative experiences. This is the quickest and easiest path to combining channels in a meaningful way for customers. Task resolution is a lot faster and easier. Customers are engaged at a deeper level on the digital grid through a multi-modal interface that pushes rich content to their connected devices. A large percentage of customers will pick up the phone and call customer service after being on the website. And of those that call, 65 percent are still on the website when calling to speak to an agent. So it makes a lot of sense to pair the website to the voice channel. This can be done variety of ways such as web session ID and ANI matching or WebRTC, but moving context will likely require the website to be tagged as described above. Once a bridge is created between the website and the voice channel, enterprises can roll up their sleeves and become innovative about optimizing and changing interactions for both self- and agent-assisted service. The same approach can be applied with mobile apps in the voice channel. This is a logical progression in optimizing the website. The seamless handoff between a virtual agent and web chat agent provides a safety net in which customers can resolve complex issues and conduct transactions while staying in-channel. Context is preserved throughout the journey. Over 85 percent of customers that can t accomplish what they need on a website will cross channels to phone, mobile app, web chat, social media or /7 Customer, Inc. All Rights Reserved. 4
5 For more than 20 years enterprises have bolted on more and more customer engagement channels that have (for the most part) evolved in isolation from each other. We ve witnessed this transpiring over time with storefronts, phone, , web, social, and mobile. And soon to come: wearables. Across these touchpoints channel-specific business processes dictated much of how customers were serviced. Success was measured on conforming and adhering to these processes. This thinking and structure needs to change with omnichannel. There s a great quote by Einstein: We cannot solve our problems with the same level of thinking that created them. This should be written in permanent marker emblazoned on whiteboards in the conference rooms where omnichannel discussions are held. Fully integrated channels render a channel-less experience, so the rules of channels simply don t apply. It s no longer about conformity to the metrics of one channel but rather connecting the dots to create the most helpful experiences for customers at that moment. During a customers journeys, channels can be added or customers can shift from one to another with ease based on the best treatment for their need at that moment, on that device, and at that stage in their journey. The enterprise proactively brings the omnichannel experience to the customer. With fully integrated channels customer experience teams finally have the canvas to get unhinged, innovate, and create truly unique and differentiated experiences that are no longer limited by the constraints of a single channel, single modality, or single device. Here is where enterprises can provide: escalation paths that cross channels in a unique way; dual-screen workspaces for customers; upstream and downstream multimodality; federation, and always-on virtual agents. These are just a few examples of the unique experiences that can be introduced once the connective tissue is established across channels. And many more will come to the fore as companies become more creative and more adept at omnichannel experiences. It s no longer about conformity to the metrics of one channel but rather connecting the dots to create the most helpful experiences for customers at that moment /7 Customer, Inc. All Rights Reserved. 2 5
6 The market views omnichannel as the ability to maintain context as customers move from one channel and device to another. But that s not enough to create a sustainable competitive advantage in customer experience. Three elements are required for omnichannel experiences to have material impact on the top and bottom lines: context and data continuity; channel orchestration for self- and assisted-service experiences; and intent prediction. Implementing these requires an extensible platform that leverages data at its core to power digital customer engagement. With fully integrated channels you have the right data sources (interaction data) which can be fused with other enterprise data (CRM, ERP, BI, billing, etc) and unstructured data (VOC, social, virtual agent/web chat/call transcripts) on one platform to predict customer intent and take action in real-time. Prediction goes hand-in-hand with omnichannel because, after all, it s about determining and providing the best customer treatment at that particular stage in a customer s journey. The cloud deployment model is an economically palatable and flexible option to test omnichannel capabilities without the significant capital outlay required for the technology, integration and professional services needed to get it rolled out successfully. The easiest and quickest ways to deploy omnichannel experiences today include: visual IVR, website to phone, and virtual agent to web chat. You should identify and evaluate which of your customer journeys can be optimized with those channel pairings, and start there. How omnichannel is viewed and defined will change as enterprises push the edge of what s possible in customer engagement, by combining omnichannel with prediction. Over the next months, as more omnichannel experiences are introduced, we ll be sure to witness a lot more up-nods, fist bumps, and high fives in those omnichannel meetings. [24]7 [24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. Daniel Hong is Senior Director, Product Marketing Strategy at [24]7 Inc. [24]7 s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise s web, mobile, chat, social, and phone channels. It s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Technology, Telecommunications, and Travel Industries. For more information, visit: 247-inc.com queries@247-inc.com /7 Customer, Inc. All Rights Reserved.
HOW TO DELIVER OMNICHANNEL CUSTOMER ENGAGEMENT, TODAY! , Genesys Telecommunications Laboratories, Inc. All rights reserved.
HOW TO DELIVER OMNICHANNEL CUSTOMER ENGAGEMENT, TODAY! 1 1 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved. AGENDA Why omnichannel customer engagement The vision and path to success
More informationOMNICHANNEL MARKETING AUTOMATION AUTOMATE OMNICHANNEL MARKETING STRATEGIES TO IMPROVE THE CUSTOMER JOURNEY
OMNICHANNEL MARKETING AUTOMATION AUTOMATE OMNICHANNEL MARKETING STRATEGIES TO IMPROVE THE CUSTOMER JOURNEY CONTENTS Introduction 3 What is Omnichannel Marketing? 4 Why is Omnichannel Marketing Automation
More informationOmnichannel Is No Longer Optional. Connecting the Contact Center Customer Experience
Omnichannel Is No Longer Optional Connecting the Contact Center Customer Experience What s Inside Introduction...3 The Channel Explosion...4 Meet Your Customers Where They Are...5 Creating the Omnichannel
More informationOMNICHANNEL READY? Omnichannel ready? federaltimes.com/wp/omnichannelready
Omnichannel ready? GETTY IMAGES Omnichannel ready? How federal contact centers can become fully engaged Citizens reach out for government services from across the communications spectrum. While many still
More informationMoving Beyond Interaction Analytics to an Omnichannel World
Moving Beyond Interaction Analytics to an Omnichannel World Connect. Ask. Learn. Share The Community for Customer Engagement Professionals Moving Beyond Interaction Analytics for an Omnichannel World Introduction
More informationPerformance Measurement in the Omnichannel Environment Ian Jacobs, Principal Analyst
Performance Measurement in the Omnichannel Environment Ian Jacobs, Principal Analyst May 16th, 2018 2018 FORRESTER. REPRODUCTION PROHIBITED. But first, a definition Omnichannel is an architecture of fundamental
More informationIBM Sales and Distribution White Paper. Financial Services. Omnichannel Banking. From transaction processing to optimized customer experience
IBM Sales and Distribution White Paper Financial Services Omnichannel Banking From transaction processing to optimized customer experience IBM Sales and Distribution 3 By Danny Tang and Kwafo Ofori-Boateng
More informationThe Zendesk Benchmark. The ROI case for omnichannel support
The Zendesk Benchmark The ROI case for omnichannel support Table of contents 01 02 03 04 05 06 07 Executive summary Key findings Customers now expect an omnichannel approach Live channels aren t just growing
More informationIf it s not FULL Stack it s not a CPaaS
If it s not FULL Stack it s not a CPaaS What does the Kindle Fire Stick have in common with CPaaS? They both offer a form of federation that takes the friction out of multiple processes. The Kindle Fire
More informationNetwork and IT Infrastructure Services for the IoT Store
Network and IT Infrastructure Services for the IoT Store Gaël Fromentoux and Nathalie Omnès (&) Orange Labs, 2 avenue Pierre Marzin, 22 300 Lannion, France {gael.fromentoux,nathalie.omnes}@orange.com Abstract.
More informationMirth Solutions. Powering Healthcare Transformation.
Mirth Solutions Powering Healthcare Transformation. You re on a mission to... Eliminate costly information gaps and duplications that make it hard to integrate information and achieve interoperability.
More informationDELL: POWERFUL FLEXIBILITY FOR THE IOT EDGE
DELL: POWERFUL FLEXIBILITY FOR THE IOT EDGE ABSTRACT Dell Edge Gateway 5000 Series represents a blending of exceptional compute power and flexibility for Internet of Things deployments, offering service
More informationPoLTE: The GPS Alternative for IoT Location Services
PoLTE: The GPS Alternative for IoT Location Services A Cost-Effective New Cellular IoT Location Solution that is Power Efficient, Low Cost and Rapidly Scalable Global positioning system (GPS) has been
More informationUSER INTERFACE. Real-time video has helped Diebold cut training time by 35 percent as well as improve call resolution times.
Acelity USER INTERFACE CLOUD SOFTWARE Chris Lynch of Acelity discusses what user interface really means and why it is a critical consideration for today s field service solutions. A property management
More informationEdgeX Foundry. Facilitating IoT Interoperability by Extending Cloud Native Principles to the Edge GLOBAL SPONSORS
EdgeX Foundry Facilitating IoT Interoperability by Extending Cloud Native Principles to the Edge GLOBAL SPONSORS The IoT requires architecting from Edge to Core to Cloud EDGE/FIELD FOG CLOUD SECURITY MANAGEABILITY
More informationGrowing the Digital Business: Spotlight on the Internet of Things. Accenture Mobility Research 2015
Growing the Digital Business: Spotlight on the Internet of Things Accenture Mobility Research 2015 Introduction 2 The Internet of Things is experiencing exponential growth fueled by decreasing costs in
More informationBBC PSB UHD HDR WCG HLG DVB - OMG!
BBC PSB UHD HDR WCG HLG DVB - OMG! PUBLIC SERVICE UHD & HDR ANDY QUESTED - BBC LEAD PRODUCTION STANDARDS BBC BROADCASTING DILEMMA The broadcasting world is beginning to change International Telecommunication
More informationFour steps to IoT success
Introduction Businesses are using the Internet of Things (IoT) to connect the unconnected. By taking all their electro-mechanical assets and applying a digital layer a layer enabled by the Internet of
More informationATSC3.0 - UNIFYING THE FUTURE OF TV
ATSC3.0 - UNIFYING THE FUTURE OF TV ATSC3.0 - UNIFYING THE FUTURE OF TV Opera TV 2017 IMPORTANT AND IMPACTFUL CHANGES ATSC 3.0 sets the stage for major changes in the way we can deliver content to our
More informationSTRUCTUBE HOW THE CANADIAN FURNITURE RETAILER LEVERAGED MAGENTO TO TRIPLE ONLINE ORDERS. Omnichannel Vision + Agency Expertise + Technological Edge
STRUCTUBE HOW THE CANADIAN FURNITURE RETAILER LEVERAGED MAGENTO TO TRIPLE ONLINE ORDERS Omnichannel Vision + Agency Expertise + Technological Edge STRUCTUBE With 50 stores in Canada and a recent expansion
More informationMaximize Your Enterprise's Potential Through IoT:
Executive Briefing Maximize Your Enterprise's Potential Through IoT: Lessons Learnt From IoT Leaders An IDC Executive Briefing, sponsored by Interxion IOT IS REAL, AND IT IS HERE TODAY DON'T SHY AWAY FROM
More informationWHAT'S NEW, WHAT'S NEXT WITH OMNICHANNEL?
WHAT'S NEW, WHAT'S NEXT WITH OMNICHANNEL? Mike Harwell Senior Director Omnichannel Product Management 20+ years of Product Management and Contact Center experience Leads the Product Management team responsible
More informationITU-T Y.4552/Y.2078 (02/2016) Application support models of the Internet of things
I n t e r n a t i o n a l T e l e c o m m u n i c a t i o n U n i o n ITU-T TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU Y.4552/Y.2078 (02/2016) SERIES Y: GLOBAL INFORMATION INFRASTRUCTURE, INTERNET
More informationMilestone Leverages Intel Processors with Intel Quick Sync Video to Create Breakthrough Capabilities for Video Surveillance and Monitoring
white paper Milestone Leverages Intel Processors with Intel Quick Sync Video to Create Breakthrough Capabilities for Video Surveillance and Monitoring Executive Summary Milestone Systems, the world s leading
More informationThe BIGGEST. The 2 nd Saudi International Exhibition & Conference for Internet of Things February 2019
Government Partner Redefining Communications The 2 nd Saudi International Exhibition & Conference for Internet of Things 13-15 February 2019 Riyadh International Convention & Exhibition Center www.saudiiot.com
More informationPlug & Play Mobile Frontend For Your IoT Solution
Plug & Play Mobile Frontend For Your IoT Solution IoT2cell Data Sheet: 20181018 Table of Contents Introduction...3 IoT2cell Mobility Platform...5 Not Just Predict, Act...6 Its So Easy...7 Public Facing
More information7 MYTHS OF LIVE IP PRODUCTION THE TRUTH ABOUT THE FUTURE OF MULTI-CAMERA TELEVISION PRODUCTION
7 MYTHS OF LIVE IP PRODUCTION THE TRUTH ABOUT THE FUTURE OF MULTI-CAMERA TELEVISION PRODUCTION THE FUTURE OF LIVE MULTI-CAMERA PRODUCTION THE FUTURE OF LIVE MULTI-CAMERA PRODUCTION Live multi-camera video
More informationInternet of Things ( IoT) Luigi Battezzati PhD.
Internet of Things ( IoT) Luigi Battezzati PhD. 1 The story of IoT Definition Diffusion Digital Twins Value Added Technologies Implementation steps Today Tomorrow Conclusion Internet of Things ( IoT) 2
More informationThe Future of Control Room Visualiza on
The Future of Control Room Visualiza on By Paul Noble Part 1: Visual Space The goal of visualization in a control room or command center should be to optimally fill each occupant s visual space with actionable
More informationSecuring IoT in the Enterprise
Securing IoT in the Enterprise Daniel Miessler May 2017 Securing IoT in the Enterprise Daniel Miessler, IOActive May 2017 About - Infosec for around 18 years - Mostly technical testing and enterprise consulting
More informationIoT Egypt Forum A Catalyst for IoT Ecosystem in Egypt
IoT Egypt Forum A Catalyst for IoT Ecosystem in Egypt IoT: Connecting the Unconnected 2020 2015 25 Billion 50 Billion Today s Most Dynamic Business Opportunity IoT in Simple Terms Ordinary objects from
More informationThe Industry s Most Adopted Ticker and Branding CMS NEWSTICKER PRODUCT INFORMATION SHEET
The Industry s Most Adopted Ticker and Branding CMS NEWSTICKER PRODUCT INFORMATION SHEET UNRIVALLED POWER ULTIMATE CUSTOMIZATION NewsTicker is the undisputed leader in the ticker industry, having originated
More informationPRIMEAU VÉLO OMNICHANNEL DRIVING IN-STORE SALES. How Primeau Increased Sales by 27% During Bicycle Retail s Worst Year In a Decade
PRIMEAU VÉLO OMNICHANNEL DRIVING IN-STORE SALES How Primeau Increased Sales by 27% During Bicycle Retail s Worst Year In a Decade MARKET CONTEXT BIKE SHOPS ARE HURTING. A LOT. Except one, apparently...
More informationFOSS PLATFORM FOR CLOUD BASED IOT SOLUTIONS
FOSS PLATFORM FOR CLOUD BASED IOT SOLUTIONS FOSDEM 2018 04.02.2018 Bosch Software Innovations GmbH Dr. Steffen Evers Head of Open Source Services Eclipse Kuksa Demo Open Source Connected Car Platform In-Vehicle
More informationPoE: Adding Power to (IoT)
Sponsored by: PoE: Adding Power to (IoT) Sponsored by: December 20th, 2018 1 Today s Speakers Sponsored by: Steve Bell Senior Analyst - IoT Heavy Reading Mohammad Shahid Khan Chief Manager (PLM & AE),
More informationOmnichannel 2.0: Delivering a Tailored Experience to Customers
December 2016 Knowledge@Wharton NTT DATA Omnichannel 2.0: Delivering a Tailored Experience to Customers Sponsored by Knowledge@Wharton NTT DATA Omnichannel 2.0: Delivering a Tailored Experience to Customers
More informationGenomics Institute of the Novartis Research Foundation ( GNF )
Genomics Institute of the Novartis Research Foundation ( GNF ) Challenges To protect its sensitive research technology and critical intellectual assets, the Genomics Institute of the Novartis Research
More informationThe Luxury Omnichannel
The Luxury Omnichannel dilemma Is omnichannel the right path for Luxury brands? Executive Summary September 2018 The Luxury Brand dilemma: offering convenient services pioneered by Mass Market brands or
More informationIoT Strategy Roadmap
IoT Strategy Roadmap Ovidiu Vermesan, SINTEF ROAD2CPS Strategy Roadmap Workshop, 15 November, 2016 Brussels, Belgium IoT-EPI Program The IoT Platforms Initiative (IoT-EPI) program includes the research
More informationZenmonics View. Managing Director - Top 20 Bank
Zenmonics View The banking industry is burdened with technology decisions that ultimately end up requiring all resources to maintain brittle point solutions across the enterprise and prevent the bank from
More informationInternet Of Things Meets Digital Signage. Deriving more business value from your displays
Internet Of Things Meets Digital Signage Deriving more business value from your displays IoT evolved into a mature concept ] IoT has been around as a technology trend for more than a decade but recent
More informationTHE CRITICAL CONSIDERATIONS OF OMNICHANNEL SUPPORT
MEMBER REPORT INSPIRING SERVICE DESKS TO BE BRILLIANT THE CRITICAL CONSIDERATIONS OF OMNICHANNEL SUPPORT OCTOBER 2016 ABOUT THE AUTHOR CONTENTS The author of this report is SDI s Industry Analyst Ollie
More informationThe Omnichannel Illusion. 80% of retailers lack an omnichannel strategy
The Omnichannel Illusion 80% of retailers lack an omnichannel strategy Munich, March 2018 80% of retailers lack a well-defined omnichannel strategy and don't offer a smooth customer journey No strategy
More informationAlcatel-Lucent 5620 Service Aware Manager. Unified management of IP/MPLS and Carrier Ethernet networks and the services they deliver
Alcatel-Lucent 5620 Service Aware Manager Unified management of IP/MPLS and Carrier Ethernet networks and the services they deliver [The Alcatel-Lucent 5620 SAM] was the most cost-effective and the shortest
More informationThe Leading Broadcast Graphics Solution for Live Production Powerful Shader-based Masking 4K-Ready LYRICX PRODUCT INFORMATION SHEET
The Leading Broadcast Graphics Solution for Live Production Powerful Shader-based Masking 4K-Ready LYRICX PRODUCT INFORMATION SHEET LYRICX IS GRAPHICS CREATION, REINVENTED! 2 LYRICX. THE NEW HIGH PERFORMANCE
More informationWhat you need to know about IoT platforms. How platforms stack up in IoT
What you need to know about IoT platforms How platforms stack up in IoT 80 billion connected devices by 2025. 1 IoT success depends on assembling the right pieces on a flexible foundation that can support
More informationThe Art of Low-Cost IoT Solutions
The Art of Low-Cost IoT Solutions 13 June 2017 By Igor Ilunin, DataArt www.dataart.com 2017 DataArt Contents Executive Summary... 3 Introduction... 3 The Experiment... 3 The Setup... 4 Analysis / Calculations...
More informationDIFFERENCES between BPMS and Low Code Process Platforms
DIFFERENCES between BPMS and Low Code Process Platforms TABLE OF CONTENTS THE BPMS MALAISE 1. Technology or Ideology 2. The Long and Short of BPMS 3. When Good Processes Go Dark 4. BPMS the Treadmill of
More informationUnified Resource Management
Unified Resource About Ex Libris Ex Libris is a leading provider of automation solutions for academic libraries. Offering the only comprehensive product suite for electronic, digital, and print materials,
More informationAT&T Investor Update. 2Q08 Earnings Conference Call July 23, 2008
AT&T Investor Update 2Q08 Earnings Conference Call July 23, 2008 2008 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other marks contained herein are trademarks of AT&T Intellectual
More informationMiraVision TM. Picture Quality Enhancement Technology for Displays WHITE PAPER
MiraVision TM Picture Quality Enhancement Technology for Displays WHITE PAPER The Total Solution to Picture Quality Enhancement In multimedia technology the display interface is significant in determining
More informationUSING LIVE PRODUCTION SERVERS TO ENHANCE TV ENTERTAINMENT
USING LIVE PRODUCTION SERVERS TO ENHANCE TV ENTERTAINMENT Corporate North & Latin America Asia & Pacific Other regional offices Headquarters Headquarters Headquarters Available at +32 4 361 7000 +1 947
More informationBackhaul. Enterprise Presented by: September 13-15, 2011 Austin Convention Center Austin, Texas
Backhaul & Enterprise Presented by: September 13-15, 2011 Austin Convention Center Austin, Texas Why 4G Wireless Evolution? The Mobile Internet is progressing so fast, it is revolutionizing the entire
More informationAbstract WHAT IS NETWORK PVR? PVR technology, also known as Digital Video Recorder (DVR) technology, is a
NETWORK PVR VIDEO SERVER ARCHITECTURE Jay Schiller, Senior VP Broadband Strategy and Product Management Michael Fallon, Senior Technical Writer ncube Corporation Abstract Set-top Personal Video Recording
More informationITU-T Y Functional framework and capabilities of the Internet of things
I n t e r n a t i o n a l T e l e c o m m u n i c a t i o n U n i o n ITU-T Y.2068 TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (03/2015) SERIES Y: GLOBAL INFORMATION INFRASTRUCTURE, INTERNET PROTOCOL
More information2017 Technology, Media and Telecommunications Predictions Middle East edition
2017 Technology, Media and Telecommunications Predictions Middle East edition Foreword Welcome to the 2017 edition of Deloitte s Predictions for the technology, media and telecommunications (TMT) sectors.
More informationArchitecting the new TV. Daniel Knapp, Director Advertising Research
Architecting the new TV Daniel Knapp, Director Advertising Research Media trends have always sparked speculations and visions sometimes remarkably accurate How we will live in the year 2000 (German artist
More informationA New Family of Smart ihome Products
Success Story A New Family of Smart ihome Products Powered by the IoT platform evrythng.com @Evrythng sales@evrythng.com Powered by the IoT platform ihome Division of SDI Technologies Industry: Consumer
More informationMULTI-CHANNEL CALL RECORDING AND MONITORING SYSTEM
release 18.05.2018 MULTI-CHANNEL CALL RECORDING AND MONITORING SYSTEM Smart Logger is a multi-channel voice and screen recording solution. It allows our customers around the world to capture and analyze
More informationBuilding Your DLP Strategy & Process. Whitepaper
Building Your DLP Strategy & Process Whitepaper Contents Introduction 3 DLP Planning: Organize Your Project for Success 3 DLP Planning: Clarify User Profiles 4 DLP Implementation: Phases of a Successful
More informationINTERNET OF THINGS WINNING FORMULA. Rami Avidan Managing Director, Tele2 IoT
INTERNET OF THINGS WINNING FORMULA Rami Avidan Managing Director, Tele2 IoT www.tele2.com/iot twitter.com/@tele2iot rami.avidan@tele2.com WHO are we Tele2 at a Glance 9+1 Countries* 2.83 Net sales EUR
More informationInternet of Things Trends, Challenges, Opportunities, and Applications
Internet of Things Trends, Challenges, Opportunities, and Applications Rabie A. Ramadan, PhD College of Computer Science and Engineering Hail University http://rabieramadan.org rabie@rabieramadan.org Agenda
More informationHow the Internet of Things (IoT) Can Make the "Smart" Building Brilliant
How the Internet of Things (IoT) Can Make the "Smart" Building Brilliant Richard Morrison, Practice Lead - Information Communications Technology, AECOM IoT Makes the Smart Building Brilliant Richard Morrison
More informationWhy Connecting to the Internet of Things Project List
Why Connecting to the Internet of Things Should Top Your Project List Your things have a story to tell Are you listening? The Internet of Things (IoT) is made up of billions of smart devices, like sensors
More informationJohn Stankey President and CEO AT&T Operations
John Stankey President and CEO AT&T Operations Bank of America Media, Communications, & Entertainment Conference September 9, 2009 Cautionary Language Concerning Forward-Looking Statements Information
More informationCoinstar, Inc. Analyst Day May 16, 2012
Coinstar, Inc. Analyst Day May 16, 2012 Redbox Business Review Gregg Kaplan President and COO Coinstar, Inc. Safe Harbor for Forward Looking Statements Various remarks that we may make about future expectations,
More information3READY. Android STB + Multiscreen Solution
3READY Android STB + Multiscreen Solution Company Overview - Founded in 2009 - Core competence in SI & Development of STB + Multiscreen Solutions - 200+ experts in TV & VOD - 170+ software engineers -
More informationDOWNLOAD OR READ : OMNICHANNEL RETAIL HOW TO BUILD WINNING STORES IN A DIGITAL WORLD PDF EBOOK EPUB MOBI
DOWNLOAD OR READ : OMNICHANNEL RETAIL HOW TO BUILD WINNING STORES IN A DIGITAL WORLD PDF EBOOK EPUB MOBI Page 1 Page 2 omnichannel retail how to build winning stores in a digital world omnichannel retail
More informationChapter 2. Analysis of ICT Industrial Trends in the IoT Era. Part 1
Chapter 2 Analysis of ICT Industrial Trends in the IoT Era This chapter organizes the overall structure of the ICT industry, given IoT progress, and provides quantitative verifications of each market s
More informationIS MOBILE TV (MTV) REALLY A MOBILE DELIVERY VEHICLE (MDV)
IS MOBILE TV (MTV) REALLY A MOBILE DELIVERY VEHICLE (MDV) Richard Redmond Harris Corporation, USA ABSTRACT Mobile TV has been a technology with consumer interest and great promise of growth but the model
More informationAKAMAI WHITE PAPER. Retail s Omnichannel Imperative: Delivering Situational Performance
AKAMAI WHITE PAPER Retail s Omnichannel Imperative: Delivering Situational Performance TABLE OF CONTENTS RETAIL S OMNICHANNEL IMPERATIVE: DELIVERING SITUATIONAL PERFORMANCE 1 THE RETAIL IMPERATIVE: UNIQUELY
More informationF5 Network Security for IoT
OVERVIEW F5 Network Security for IoT Introduction As networked communications continue to expand and grow in complexity, the network has increasingly moved to include more forms of communication. This
More informationWow your fans! Empowering the ultimate fan experience. Broadcast sets and control rooms Fan engagement and interactivity.
Wow your fans! Empowering the ultimate fan experience Broadcast sets and control rooms Fan engagement and interactivity Luxury suite experiences Projection mapping Venue signage Madison Square Garden photo
More informationCorporate Profile
Mutans-T Corporate Profile 2018-2019 About ESTECH Estechpoint is a squad which focus on the field of Internet of Things communications, From the system chip, IOT module, network device, application software,
More informationDRIVING REVENUE FROM THE INTERNET OF THINGS
DRIVING REVENUE FROM THE INTERNET OF THINGS There is a significant amount of information available around the subject of The Internet of Things (IoT) or The Internet of Everything (IoE). The UK Government
More informationINTELLIGENT CONTENT DELIVERY: THE KEY TO UNLOCKING THE FUTURE OF VIDEO SERVICES
10/30/2013 TELCOVISION LAS VEGAS 2013 INTELLIGENT CONTENT DELIVERY: THE KEY TO UNLOCKING THE FUTURE OF VIDEO SERVICES Dan Patton October 23, 2013 1 AGENDA 1. Video Market Update 2. Video Services Delivery
More information5INSIGHTS TO KNOW CONTENT MATTERS IDEAS IMPACTING THE CONTENT COMMUNITY 2016 Q3 ISSUE #1
Culled from the headlines of the TV Industry s Trade Press, is a Bi-Monthly Newsletter curated and contextualized by KATZ Content Strategy s Bill Carroll. 1. Viewers Still Prefer Traditional TV Content
More informationIncreasing Retail Brick-and-Mortar Traffic With Innovative Digital Signage
Increasing Retail Brick-and-Mortar Traffic With Innovative Digital Signage INTRODUCTION Today s consumers are becoming more and more accustomed to seeing digital signage in retail brick-and-mortar locations.
More informationBroadband Changes Everything
Broadband Changes Everything OECD Roundtable On Communications Convergence UK Department of Trade and Industry Conference Centre London June 2-3, 2005 Michael Hennessy President Canadian Cable Telecommunications
More informationA Vision of IoT: Applications, Challenges, and Opportunities With China Perspective
A Vision of IoT: Applications, Challenges, and Opportunities With China Perspective SHANZHI CHEN, HUI XU, DAKE LIU, BO HU, AND HUCHENG WANG Definitions of IoT from Different Organizations: Organizations
More informationKolding June 12, 2018
Kolding June 12, 2018 Microsoft s Perspective on IoT IoT is a business revolution enabled by a technology revolution Digital Feedback Loop IoT enables a digital feedback loop This digital feedback loop
More informationRecomm I n t e r n a t i o n a l T e l e c o m m u n i c a t i o n U n i o n
Recomm I n t e r n a t i o n a l T e l e c o m m u n i c a t i o n U n i o n ITU-T Y.4115 TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (04/2017) SERIES Y: GLOBAL INFORMATION INFRASTRUCTURE, INTERNET
More informationone century of international standards
Emerging Technology SMPTE Seminar th 8 edition one century of international standards UHDTV Production Standards: Vatican City ~ October 7, 2016 SDI vs IP Hans Hoffmann, EBU Head of Media technology These
More informationBringing an all-in-one solution to IoT prototype developers
Bringing an all-in-one solution to IoT prototype developers W H I T E P A P E R V E R S I O N 1.0 January, 2019. MIKROE V E R. 1.0 Click Cloud Solution W H I T E P A P E R Page 1 Click Cloud IoT solution
More informationINTERNET OF THINGS THE GSMA GUIDE TO THE R A G E C A P A B I L C O V E I T Y T Y U R I E C R S B E C Y. gsma.com/iot
C O V E R A G E C A P A B I L I T Y THE GSMA GUIDE TO THE INTERNET OF THINGS T Y C Y B E R S E C U R I SCALING THE IoT Enabling a world in which consumers and businesses enjoy rich new services, connected
More informationInternet of Things (IoT) Vikram Raval GSMA
Internet of Things (IoT) Vikram Raval GSMA Introductions 2 Your objectives What do you expect to learn from this course? How is it relevant to you? 3 Themes Understanding the benefits IoT can bring Key
More informationIntroducing MX1 Sports & Events. September 2017
Introducing MX1 Sports & Events September 2017 We shape sports content into the ultimate viewer experience for any device, anytime, anywhere 2 Experience more With more premium sports & the best action,
More informationSamsung Sets New Standards in Picture Quality With 2016 Line-up of SUHD TVs
Samsung Sets New Standards in Picture Quality With 2016 Line-up of SUHD TVs 2016 SUHD TVs with Quantum dot display deliver true-to-life picture quality, breath-taking design and a smart user experience
More informationMOBILE DIGITAL TELEVISION. never miss a minute
MOBILE DIGITAL TELEVISION never miss a minute About Mobile DTV The Power of Local TV on the Go Mobile Digital Television (DTV) represents a significant new revenue stream for the broadcasting industry
More informationWHO WILL WIN THE IoT PLATFORM WARS?
WHO WILL WIN THE IoT PLATFORM WARS? By Akash Bhatia, Zia Yusuf, David Ritter, and Nicolas Hunke With the Internet of Things (IoT) poised to generate billions of dollars in economic value over the next
More informationStatement of the National Association of Broadcasters
Statement of the National Association of Broadcasters Hearing before the House Committee on Energy and Commerce Subcommittee on Telecommunications and the Internet May 10, 2007 The National Association
More informationSMART SOLUTIONS FOR BUSINESS
SMART SOLUTIONS FOR BUSINESS Innovations for today s workplace Transforming How You Do Business SMART displays and software help teams collaborate in any work environment. The way we work is changing,
More informationInc. Internet of Things. Outcome Economy. to Win in the. How Your Company Can Use the
Inc. How Your Company Can Use the Internet of Things to Win in the Outcome Economy CONTENTS Preface xi Acknowledgments xv Introduction: What s the Deal with IoT? xvii P A R T O N E The Business End of
More informationDr. Tanja Rückert EVP Digital Assets and IoT, SAP SE. MSB Conference Oct 11, 2016 Frankfurt. International Electrotechnical Commission
Dr. Tanja Rückert EVP Digital Assets and IoT, SAP SE MSB Conference Oct 11, 2016 Frankfurt International Electrotechnical Commission Approach The IEC MSB decided to write a paper on Smart and Secure IoT
More informationANALYST REPORT MANUFACTURING. Is IoT delivering factory floor efficiency? Analyst Report Prepared by Strategy Analytics.
MANUFACTURING Is IoT delivering factory floor efficiency? Analyst Report Prepared by Strategy Analytics Sponsored by: CONTENTS 30 GLOBAL INDUSTRIAL IoT REVENUES IN 2025 35 IoT SPENDING OVER THE NEXT FIVE
More informationThe Double D strategy
The Double D strategy YOUR BUSINESS WILL GO DIGITAL OR DIE Cosmin COSTEA Deloitte Digital Strategy Director & SAP Hybris Leader for Central Europe Deloitte Digital Copyright 2016 POPE ELECTION, 2005 Deloitte
More informationBusiness Case for CloudTV
Business Case for CloudTV Executive Summary There is an urgent need for pay TV operators to offer a modern user interface (UI) and to accelerate new service introductions. Consumers demand a new, consistent
More informationIERC Standardization Challenges. Standards for an Internet of Things. 3 and 4 July 2014, ETSI HQ (Sophia Antipolis)
www.internet-of-things-research.eu Standardization Challenges Standards for an Internet of Things 3 and 4 July 2014, ETSI HQ (Sophia Antipolis) Workshop co-organized by EC DG Connect and ETSI Dr. Ovidiu
More informationAsseco Omnichannel Banking Solution.
Asseco Omnichannel Asseco Omnichannel 94% of directors of large banks believe that omnichannel is an important tool for maintaining customers loyalty.* According to US Forrester Research, banking is entering
More informationAlcatel-Lucent 5910 Video Services Appliance. Assured and Optimized IPTV Delivery
Alcatel-Lucent 5910 Video Services Appliance Assured and Optimized IPTV Delivery The Alcatel-Lucent 5910 Video Services Appliance (VSA) delivers superior Quality of Experience (QoE) to IPTV users. It prevents
More information