Solutions Aimed at Enabling Work to Be Done Anytime, Anywhere, from Any Device
Enterprises are being challenged to provide an “omnipresent workplace” that enables employees to be productive wherever they are, and providers are responding with new digital workplace solutions that support more flexible, collaborative, cloud-based and automated work environments, according to a new report from Information Services Group , a leading global technology research and advisory firm.
The ISG Provider Lens™ Digital Workplace of the Future report for Brazil says forward-looking enterprises are re-examining how work gets done and reinventing the roles that support the business. They are hiring consultants that use design thinking, analytics and automation to map work to specific user personas. The goal is to enhance productivity and creativity and improve business outcomes by expanding cloud-based access to the information and tools that allow employees to work anytime, anywhere, from any device.
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“The workplace is no longer a location, it is omnipresent,” said Esteban Herrera, partner and global head of ISG Research. “Workers need to be productive wherever they are, and the workplace needs to move with them. Current solutions are smartphone-centric, but the digital workplace is being extended to the Internet of Things (IoT) and wearable devices.”
Workplace services are being reconfigured to leverage virtual assistants or chatbots to resolve problems. “Shift left” – resolving or preventing an issue before it requires human intervention – is becoming a new priority. Augmented Reality and Virtual Reality, meanwhile, are being leveraged to enhance user experience, while reducing the cost of deploying humans for onsite support.
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With more automated, self-service and mobile workplaces, ISG sees a gradual elimination of field services, but notes humans are still needed to train AI bots, review and approve machine-learning algorithms and design service improvements, among other higher-level assignments.
Device-as-a-Service is growing in popularity, ISG found, with providers handling the entire procure-dispose-refresh lifecycle, streamlining the process through kiosks and vending machines, in some cases. Enterprises also are aiming for “device neutrality,” with app stores allowing users to choose any device and self-install business applications, supporting the growth of the Bring Your Own Device (BYOD) movement.
The ISG report also cites the use of integrated workplace management tools to dynamically monitor location, application use and data access, with real-time analytics triggering automated configuration to allow or deny access and even wipe data off of lost or stolen devices.
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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, ISG says. Social collaboration, too, is taking center stage, with instant messaging replacing email and file-sharing platforms being used in place of attachments.
The ISG Provider Lens Digital Workplace of the Future Quadrant Report evaluates 24 providers serving the Brazilian market across five quadrants: Digital Workplace Consulting Services; Managed Digital Workplace Services (Large Accounts); Enterprise Mobility Management Services (Large Accounts); Managed Digital Workplace and Mobile Enterprise Services (Midmarket); and Unified Communication and Collaboration Services.
Global provider IBM and Brazilian multinational Stefanini stood out by being named leaders in four of the five quadrants. Leaders in three of the quadrants were DXC Technology, Unisys and Wipro. Other leaders are Accenture and Brazilian- and Chilean-heritage firms Algar Tech, ilegra, Sonda and TIVIT. Other Brazilian-heritage firms evaluated in the report are ConnectCom, Dedalus Prime, NetExperts, Nexa, SantoDigital, TenoComp and Vexia.
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