Omni Business: customer-focused business models arrive

The new digital technologies are creating opportunities of great value for those companies and organizations that have been more agile and, looking to the future, have been and are open to adapt and even redefine their business models. Thus, at the forefront are those companies that are advancing to what is known as the "Omni Business Model", that is, a business model that aims to offer a perfect and ubiqui ...

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Cloud technology will dominate half of ICT investments in 2020

The digital transformation of organizations is a fact that continues to increase both globally and nationally. However, within this panorama is the cloud technology that is capturing the maximum limelight of the investments to which time it facilitates interesting changes in different dimensions. Organizational and funding transformations The report "Predictions 2017" prepared by the consulting firm IDC con ...

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Keys to increasing the value and growth of contact centers

As the daily lives of consumers become more digital, their relationship with service providers such as banks, telecommunications or insurance companies, etc., through their contact center is also being transformed. However, personal telephone interactions will continue to be preferred and have a great value over the next five years. How to increase the value of contact centers Many companies, while trying t ...

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SaaS will become the most disruptive technology in 2020

More and more organizations are opting for SaaS solutions. Today, 64 percent of small and medium-sized businesses rely on cloud-based technologies to drive growth and increase workflow efficiency. In addition, 78% of companies say they plan to expand the number of SaaS platforms they use over the next three years, which will increase the average number of applications used from three to seven. Investment in ...

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2017: Predictions in digital innovation for IT organizations and users

On the basis of the three key effects of continuous digital innovation (improvement of experience and commitment, increased business innovation, and the other side effects of increasing digital capabilities), Gartner points out that in the immediate future, digital changes will accelerate further than in 2015 and 2016, and will continue to "redefine markets and entire industries," and will have side effects ...

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Cloud adoption trends for 2017

Cloud solutions are key to the transformation process of organizations, but most experts now agree that we are entering in a second stage of the cloud whose growth accelerates as CIOs try to take advantage of the benefits that scale economy of the cloud has on business resources. Top cloud trends for 2017 As we approach 2017, small, medium and large companies are intensifying their interest to improve the e ...

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83% of workers are more productive with collaborative tools

The introduction of mobile solutions has transformed the way employees work. Now they can develop their tasks effectively in different spaces, without having to go to the office, through telecommuting. However, when they return to the workplace, the mobile revolution remains incomplete and therefore ineffective, since most offices lack effective collaborative tools among workers, partners and customers. The ...

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Data analysis and cloud-based solutions, keys to improve customer service

Contact centers are moving from being mere call centers to becoming true centers of customer knowledge through the adoption of cloud-based solutions and tools that enable rapid and efficient analysis of large amounts of data. The more customer knowledge, the more business and growth opportunities we will have. Thus, knowledge is becoming more and more valuable. A recent study by the consulting firm Gartner ...

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57% of CIOs change their strategies to take advantage of digital transformation

Most CIOs (Chief Information Officers) are redefining their strategies in order to get the most out of the benefits of adopting new digital technologies in business, especially with regard to Cloud Computing, Internet of Things (IoT) and Mobile Solutions which, together with the greater interest in knowing and understanding the customer, will have the maximum prominence during the next five years. From trad ...

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Customer service will lead the business strategy in 2017

Competitive markets continue to move and generate profound changes, despite political instability, cybercrime or economic recovery. Customers and customer service are the driving force behind these changes: banks strive to innovate before digital banks become serious competitors, retailers adopt mobile solutions and omnichannel, and public utility companies focus their efforts in customer service (CX). Thus ...

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