Mobility’s best kept secret!

22 May 2015
Mobile applications are the center piece of our digital life today, be it booking a cab, buying movie tickets, or paying your bills. The future of business is not limited to the device, it’s in the apps. With the explosion and revolution of tablets and phones, smart devices are saturating our lives at every turn. Our expectations from technology are growing, both in the personal and the professional world.
By 2015, the world’s mobile worker population will reach 1.3 billion, representing 37.2% of the total workforce. Total number of apps downloaded by the end of 2017 is expected to cross 200 billion. It’s no surprise at all that this exponential growth is driven by the significant productivity and efficiencies gained through mobiles apps that are specifically designed for employees.
Employees, who are your everyday consumers, are adopting new technologies/apps and bringing them to their workplace and enterprises are expected to support the consumer preferred technologies as a tool for gaining productivity, efficiency, business agility, innovation, and customer satisfaction.
What does this mean to the enterprise? Unless businesses adapt to the changing world around them, the result is not only frustrated employees, but as importantly, frustrated customers who demand instant engagement and resolution. If that doesn’t happen, our typical consumer today is demanding, low on patience and loyalty, and fast in taking up to social media to release his or her frustration.
How can the enterprise adapt to change? How can they turn social media and mobility trends to their advantage? At Avaya, we have found the answer. The enterprise can build a world class call center, automate IVRs and deliver self service capabilities, deliver multichannel customer experiences, and address the collaboration needs and BYOD trends of its people in a number of ways. The fundamental need for the enterprise to leverage communication however, is yet to be tapped.
In an ideal world, enterprises would want teams to engage in different ways and different scenarios, quickly and easily, and based on predefined criteria; if revenues drop by 10%, you’d want your financial application to trigger a meeting of pre-assigned individuals from marketing, finance, manufacturing, customer service, etc will be instantly called into a virtual meeting room to discuss the drop in revenue. Businesses don’t want to wait until the closure of a quarter finances to realize the need to take action, and don’t want to rely on individual actions to trigger the call.
They want this process to be automated; in fact, they want to communication-enable a financial application to respond to the needs of the business, at the speed that the business requires. Think of all the scenarios and all the business applications within the enterprise that, when becoming communication-enabled and triggered to deliver an action based on predefined criteria, can truly lower cost, increase productivity, and add incredible agility to the enterprise.
Now consider the case of customer having to call into the call center of a cars service center. You’d expect, as a customer, that the IVR is intelligent enough to know who you are based on your caller ID, and to give you options to address your need. You get transferred to a call center agent, who already knows the IVR options you chose, the service history of your car, and is there to help. But your request is really usual and the amendments you want to add to your car are really not part of his script. Instantly, your serving agent will reach out to a design engineer, sitting in the company’s headquarters a continent far from where you are.
Now how delighted are you going to be when the engineer seamlessly take over from the call center agent, register your requests, answer your questions, and in fact, instantly schedule your next visit to make your car amendments. All this could not have happened without communication-enable the process required to continue engaging with you and resolve your needs. Now imagine building a limitless number of possibilities into your customer experience, at the speed that the business requires.
Your employee and customer scenarios are what we refer to as Communication-EnabledBusiness Applications – CEBA- The transforming nature of our business climate is making CEBA a top priority for all IT and business leaders and Avaya has built the right environment to deliver on the engagement promises of CEBA through the Avaya Engagement Development Platform, – a portfolio of solutions which help accelerate the development of communications-enabled applications. Now, companies, partners, business analysts, and ISVs, can integrate voice, video, text, email and mobility seamlessly into breakthrough business applications.
The application development market is thriving: forecasts suggest a compound annual growth rate (CAGR) of over 150% between 2010 and 2015 to a global $100B market. At the same time, communications-enablement of business processes is gathering momentum. Frost and Sullivan have reported that over one-third of businesses surveyed have deployed Communication-Enabled Business Processes (CEBP synonymous with CEBP) or will do so over the next three years.
India’s developer community, when participating in this growth, and with Avaya’s EDP, are no longer dependent on having the tools and skills to expand into mobile, social and cloud based applications. For India’s applications development community, EDP will enables them to abstract the communications layer from the applications layer, allowing them to focus on business needs and requirements rather than forcing them to become experts on communication solutions. By providing scalability, reliability and security for every solution, EDP to concentrate on value creation, not logistics and interoperability.

This article appeared in The Economic Times Telecom on 22 May 2015.