SmartCom Summit discusses how a novel virus is forcing us to work from home, almost eliminates business travel, and creates a huge opportunity for Cloud/API integrators.
Is the new next a world run by Big Tech, or is it the fruit of local Service Providers and Integrators? Whoever is writing the code, we need an infrastructure and tools that are available to all. Cloud is the new normal, and the shift to digital delivery of the customer experience is in full swing, creating opportunities for businesses to take matters into their own hands using no-code or low-code tools, and for Cloud/API integrators.
The key Cloud & API takeaways from the SmartCom Summit 2020 trend report are:
- Covid-19 has caused organisations to anticipate a long period of altered working conditions past 2021. Nearly half plan to reduce office space while two-thirds do not expect they will resume business travel this year. [451 Research, Voice of the Enterprise Coronavirus Flash Survey June 2020].
- Most respondents (66%) expect that digital transformation initiatives related to shifting to digital delivery of the customer experience in their organisations will remain unaffected or accelerate, while only 7% report that these initiatives have been delayed [451 Research, Voice of the Enterprise Coronavirus Flash Survey June 2020].
- As much as 88% of SmartCom Summit community believe that digital applications will be built to fit in the future, not provided by the Big Five tech players [SmartCom Summit Talk Show Jun 30 2020].
- And 50% think everybody will become developers!
Integrations and CX
As one of the pioneering cloud communications service providers in the Netherlands, and even in Europe, Speakup has already seen and adopted many innovations. The world of telecommunications is currently facing one of the biggest changes ever, with the telephony center being transformed into central communication software in which smart links are made based on APIs and integrations. Voice is only one of the channels enterprises small and large need nowadays to connect with their customers, and integration with other channels, such as chat and video, is key. And APIs are key to those integrations.
As customer experience (CX) is becoming the most important driver for success in the new normal, especially in rapidly changing environments we’ve seen this year, the ability to quickly and easily create workflows and applications specific to the task at hand is crucial. Customer interaction should be customised and optimised quickly, without a team of developers.