Posted by Kevin Mertz on Aug 20, 2019 10:00:00 AM
When you think of any one of these technologies – Internet of Things (IoT), Web Services, or WebRTC – by itself, each is a bright and shiny object that catches our attention. The capabilities of each of these technologies stand on their own and are very cool.
But when you start thinking of these technologies in tandem, and how they mesh with the technologies you may already be very familiar with, like Unified Communications or Customer Experience, you find the key to understanding how they can help solve your business problems. This becomes part of your digital transformation strategy, and may likely be intertwined with your cloud strategy, as well.
How can you take advantage of these solutions?
- IoT can work with sensors, or mobile phones, to incorporate a dataset, or increase efficiency and automation, which can be useful towards solving the business problem – but not by itself.
- Web Services is the application development work and integration between systems that touch the internet, including mobile phones. It’s how apps work on a smartphone. It can also be a workflow design. These capabilities can help solve business problems – but again, not on their own.
- WebRTC is what allows voice, video, and other data to be passed over the internet. In a contact center environment, if most of your customers are calling in from a mobile phone or accessing a website where the WebRTC capability exists, does your existing customer experience model take advantage of all the metadata that’s available via a mobile or web interaction? This technology can help solve business problems – but once again, other technology is needed to make this work.
You start getting somewhere when you tie these technologies together—but you need to have developed an effective strategy to get there. For example, your strategy may be centered around automation or customer experience. It may address one or more cloud pillars, such as right-sizing, cost reduction, risk mitigation, or future-proofing. It may be completely intertwined with your phone system, completely separate from the phone system, or any point in between.
When you address all of these considerations, the result is a finely tailored digital transformation strategy that can solve your collaboration and customer experience challenges. The possibilities are endless. This may make digital transformation seem overwhelming, but it shouldn’t. These technologies have been around for a while and are fully baked. You just need to put the pieces together to solve your specific business challenges.
Topics: Unified Communications