Internal Digital Communications

Omnipresent workplaces emerge, show research

  • Dec 07, 2018
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Companies are being challenged to provide a ubiquitous workplace that enables their employees to be productive wherever they are. Service providers, therefore, are responding with new digital desktop solutions that deliver more flexible, collaborative, cloud-based and automated support, according to a new report from the Information Services Group (ISG), a global research and development company. technology consulting.

The ISG Provider Lens Digital Workplace Report of the Future says that forward-looking companies are reevaluating how the work is done and reinventing the roles that underpin the business. They are hiring consultants who use design thinking, analytics, and automation to map work to specific "people."

The goal is to increase productivity and creativity and improve business results by expanding access to information and cloud tools that enable employees to work anytime, anywhere, and on any device.

"The workplace is no longer a place, it is ubiquitous," said Esteban Herrera, partner and global director of ISG Research. "Employees need to be productive wherever they are and the workplace needs to move forward with them. Current solutions are focused on smartphones, but the digital workplace is being extended to the Internet of Things (IoT) and wearable devices. "

New format
Workplace services are being reconfigured to take advantage of virtual assistants or chatbots to solve problems. "Shifting to the left" - resolving or preventing a problem before human intervention - is becoming a new priority. At the same time that augmented reality and virtual reality are used to enhance the user experience. Companies are reducing the cost of sending people to the on-site support.

With more automated, self-service, and mobile work environments, ISG sees a gradual elimination of field services, but notes that it is still necessary for humans to train AI bots, review and approve machine learning algorithms, and design services, among other high-level assignments.

Device as a service
Device as a Service is growing in popularity, according to ISG, with providers dealing with the entire acquisition-disposal-upgrade life cycle, simplifying the process through kiosks and auto-delivery machines in some cases. Companies also seek "device neutrality," with application stores that allow users to choose any device and install business applications, supporting the growth of the BYOD (Bring Your Own Device) movement.

The ISG report also cites the use of integrated desktop management tools to dynamically monitor location, application usage, and data access with real-time analysis triggering automated settings to allow or deny access and even delete data from lost or stolen devices.

Collaboration in High
Cloud-based collaboration platforms that combine VoIP, video and chat - such as Skype for Business, Google Hangouts, GoToMeeting, Zoom, WebEx and Slack - are replacing traditional telephony, says ISG. Social collaboration is also in the spotlight, with instant messaging replacing e-mail platforms and file sharing used instead of attachments.

The ISG Provider Lens Digital Workplace of the Future reports 24 providers serving the Brazilian market in five quadrants: Digital Workplace Consulting Services; Digital Workplace Managed Services (large companies); Managed Enterprise Mobility Services (large companies); Digital Workplace and Mobility Managed Services (Medium Enterprises); and Unified Communications and Collaboration Services.

Suppliers at the forefront of this market
Global provider IBM and Brazilian multinational Stefanini stood out as leaders in four of the five quadrants. Leaders in three of the quadrants were DXC Technology, Unisys and Wipro. Other leaders include Accenture and Brazilian companies Algar Tech, ilegra, Sonda and TIVIT. Other Brazilian companies evaluated in the report are ConnectCom, Dedalus Prime, NetExperts, Nexa, SantoDigital, TenoComp and Vexia.

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