Enterprise Connect has always been an important place for ideas, collaboration and networking within the enterprise IT community. This year was no exception, and it was particularly interesting to see how the theme of the conference moved beyond discussing classic features and functions and really went deep into real productivity promises.
Everyone already knows that Microsoft Teams, Zoom and Cisco are the platforms most companies are using, so the conversation was really able to focus on what’s next.
Of special interest was the buzz around the fresh topic of AI and ChatGPT. As I listened to various speakers, a common theme that emerged was a focus on what’s real and happening now in the world of AI, with presentations on new and exciting ideas that are more than just buzzwords. The acceleration of AI capabilities was showcased in various exhibitor booths, and it’s evident that significant use of the technology won’t be far off.
“A More Connected Enterprise”
Another theme that quickly became apparent was the need for “a more connected enterprise.” There were many conversations about how the current work experience is very fractured, forcing people to constantly switch gears as they navigate three or four different platforms between e-mail, various messaging apps and online meeting solutions.
The keynote speaker on the first day of the conference talked about “the ask to break free of routines” when searching various repositories of information and the need to make it much easier and simpler to forge connections between the enterprise and clients.
How do we simplify this process?
One way is to reduce the barriers to adoption of new modes of communication workflows. In other words, make it easier for enterprises to onboard tools that enable their clients to connect with them using the platforms of their choice.
A way to do this is with “mobile fixed convergence,” or by providing a single phone number which connects the enterprise to clients no matter what platform they use. This will lead to a single client experience which can be archived and searched, assisted by AI when needed. Gone will be the days of searching multiple systems to find that one piece of client information that becomes relevant down the line.
Turning a Vision into Reality
What technologies are needed to turn this vision into reality?
- Carriers need to drive mobile convergence
- System integrators must drive user adoption and transformation
- Applications have to support integration
- AI needs to mine data effectively in order to provide assistance in a meaningful way
- Data must be secured and archived responsibly
- There must be orchestration to support the various modes of collaboration.
This simplification will bring a reimagined workplace where enterprises can add value and help people become more productive in their day to day lives. We will be able to better manage and extract value from conversations while serving customers more effectively.
Best of all, we will start to experience something I heard quoted more than a few times at the event – “magnet not a mandate.” Employees will be drawn to these new workflows and will want to adopt them because of how easy it will be to please customers, not simply because it is mandated by some corporate policy.
As I think of my own journey and move to hybrid work, flexibility is key to facilitating connections and allowing users (employees and clients alike) to choose the applications they want to use rather than be forced to adopt certain ones.
As we navigate the world of hybrid work, we’re gaining insights into how to overcome its challenges, such as fostering a stronger sense of connection between remote workers and company culture. By focusing on context and participation, we can enhance the quality of those connections and ultimately improve the overall hybrid work experience.
The future is an ecosystem where we are all much better at connecting people-to-people while simplifying engagement.
For all these reasons, LeapXpert is at the center of the UC universe and ready to drive enterprises into their next phase of growth. I look forward to checking back in a year to review the progress made and see what comes next!
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