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As 2022 draws to a close, it will be remembered as the year in which technology advanced globally and the rules of the new normal became simple – go digital or be left behind. This trend will see us in a world of hyper-connected interoperable environments with an increasing reliance on immersive interaction between an enterprise’s employees, partners, suppliers and customers.
Moving forward in this new normal will require ongoing digital transformation not only for businesses but for the entire ecosystem that creates and delivers business value. Hence the need for hyperconnectivity – a seamlessly connected near-real-time platform that enables humans and machines to communicate and collaborate effectively to deliver the best possible business results.
Hyperconnected ecosystems are highly dependent on technology and businesses need the right infrastructure, applications, processes and skills to maximize connectivity and collaboration for all stakeholders. As digital transformation continues, CIOs must work with a broad group of technology vendors and expert partners to build connectivity, cloud, collaboration, Internet of Things (IoT) and security solutions, all of which involve an incredible level of complexity. They also need partners who can help simplify and manage this complexity by providing end-to-end solutions.
Tata Communications has the tools, platforms, skills and expertise to help you build an agile platform that enables compelling employee and customer experiences, deploy connected solutions and build digital trust. With our solutions-oriented approach, proven service management capabilities and state-of-the-art infrastructure, we enable a hyper-connected ecosystem that powers cloud, mobility, IoT, collaboration, security and network services.
As we move into 2023, let’s take a look at the tech trends that have really impacted the business world.
Looking back to look forward
There were several innovations in the digital world that benefited businesses and their customers this year.
Businesses need to build trust in their digital ecosystems. This means maintaining the integrity and security of all transactions and data, being transparent about data privacy and complying with regulations.
However, achieving this remains a challenge, in the face of ever-evolving threats, security skills shortages and stringent data privacy requirements, Digital Trust programs are one of the highest priorities of global business leaders. With remote work and the adoption of 5G and IoT, managing and mitigating risk has become even more complicated. This evolving environment requires businesses to deploy an average of over 45 cybersecurity tools, increasing the complexity of their security and reducing its effectiveness.
CIOs need a partner that can help them manage risk, simplify operational complexity, and ensure that all customer data and interactions are secure and handled with trust. At Tata Communications, we quickly provided secure access to over 50,000 users within days. Our state-of-the-art Cyber Security Response Center analyzes close to 10 billion threats every day, and we’ve helped mitigate more than 250 DDoS attacks for the bank, saving them millions of dollars in potential losses.
Recent high-profile breaches of Australian companies have spurred efforts to speed up “Digital Trust” initiatives. Tata Communications full suite of cyber security services protects the entire IT infrastructure from the cloud to the endpoints. Cloud-delivered services use natively built, open Extended Detection and Response (XDR) architecture, security analytics, automation, and threat intelligence platforms that provide unique security visibility, faster threat detection, and response. Our award-winning services are provided by qualified security personnel remotely, on-site or in a hybrid model to simplify security management.
At the same time, breakthroughs in 5G and LTE data networks have led to greater enterprise innovation. With 5G, we want to support businesses to achieve their business goals and explore new revenue streams. We have built a Global Private 5G Center of Excellence and are testing several private 5G use cases, such as automated equipment quality inspection using video and image analytics, inventory management and asset tracking, warehouse theft detection, AR/VR-based remote worker collaboration, retail shopping on video drive and more.
The biggest impact
Some 72 percent of businesses reported that these tools had the greatest impact in helping them reach new customers as well as retain old ones. They not only reduced the number of time-consuming tasks for employees, but also improved overall customer service.
In APAC, we work with some of the largest banks and in addition to providing a superior customer experience, we enable them to reduce technical debt, build software-defined networks and realize savings. We also work with some of the most prominent retail and OTT clients using our cloud-based customer engagement platform that integrates voice, video, text, social messaging and IVR, giving customers an omnichannel experience.
The airline, transportation and utilities sectors also use our connected workforce and portfolio of connected partners to deliver an enhanced customer experience for their employees and customers.
What’s next in 2023?
If we look into the foreseeable future, technology will certainly change and companies must be ready to reinvent themselves. Sustainability will be key to how businesses can deliver impact, while concepts like the metaverse will continue to evolve until people figure out how to make it meaningful. Also pay attention to:
- Increasing cyber security: APAC organizations will invest more in cyber security as cyber threats continue to grow. Supply chains and governments were the main targets of bad actors this year, so cyber security will continue to be a key focus for all organizations in 2023.
- Virtual Workspaces: Digital customer engagement platforms like Tata Communications DIGO enable businesses and customers to engage across multiple platforms including voice, SMS, email, social messaging, video, text-to-speech, IVR, chatbot and more that. Tata Communications DIGO is a cloud-based communication platform that offers intelligent 360-degree human-to-everything (H2Xs) interactions to its users. These solutions are in high demand and businesses will continue to reimagine the office landscape of the digital world. At the same time, metaverses and other virtual spaces will provide an impressive common space for companies and can slowly develop their own virtual economies using digital currencies.
- Next Generation AI: Enterprises in APAC will continue to adopt machine learning and artificial intelligence solutions to improve their customer service and contact center functions.
- Network Modernization: Network modernization is another key piece in the digital enterprise puzzle. As companies become increasingly connected, expand operations into newer markets, deploy distributed applications, and access a geographically dispersed workforce, their network architecture must be able to easily support distributed applications deployed in the cloud, on-premises, and at the emerging collection “edges.” To make all of this happen seamlessly, predictable network performance and strong security controls will become even more important.
- Sustainable technology: Climate change is a top priority for business leaders and more attention is being paid to environmental social governance (ESG) efforts to meet sustainability goals. This means that digital strategy and sustainability will become increasingly important and intertwined. Communication and collaboration solutions are one of the widely adopted digital technologies where organizations can strive to minimize their environmental footprint. Asia-Pacific carbon emissions actually fell from nearly 17.18 billion metric tons in 2019 to 16.75 billion metric tons this year, according to research firm Statista. This can be attributed in part to the restrictions of COVID-19 and the spread of telecommuting. By continuing to support remote or hybrid work models, organizations can reduce carbon emissions by reducing travel and work.
It’s an exciting time ahead. The year ahead is likely to see more affordable solutions, a push for more customer preferences, and increased employee collaboration, all in an increasingly hyper-connected digital world.
About the Author: Amitabh Sarkar, Vice President and Head of the Asia Pacific and Japan Business
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