Learning how to make the future do what you want

The best way to predict the future is to be a participant in the creation of what comes next. Nevertheless, we can learn a lot from the past, and how the “old guard” sometimes manages the new. If you were around in the Dotcom days, we simply did not have a reference model to look at for technical tools. In fact, everything was totally new and un-expected in the business world and change came fast, hard and “all of a sudden” it was just “like that”.

Today Unified Communications is quickly coming to the Contact Center. Yes, for the statisticians in all of us, we still cling to the phone as the “reference model”. But, we should not forget how quickly change comes. Have you talked to anyone recently from say 13 to 19 years old? Ask them what they think about using a phone to talk to somebody, or what an email address is used for other than setting up some account or giving to the cashier at the store when they press you for it. Putting the Contact Center into the hands of the consumer on the most prolific entity currently known makes not only good business sense, but is perhaps yesterdays news.

While it is true that the Contact Center does have telephonic media channels that are still considered “king of the hill” we can learn a lot about the behaviors of the market by looking at communications trends. When we were in Silicon Valley in the late 90’s, for us email and portable phones were our standard. Yet, anyone will tell you that in those days we did not have “40+ year old” executives that had this in their blood because they simply never grew up around technology as we did.

If you took funding off Sansome street in Palo Alto, the first thing they would do is send you a pack of suits (advisors) to join the management team. Well, these guys (and some girls) would show up with pencils and big thick note pads (looking like a bounded book) and scribble all day and look at us in scorn….. and even in some cases ban email usage in the meeting rooms! For the “suits” the method of working entailed meetings, discussions of SAP, and “processes” that were mind boggling. But, our work, over email and sometimes from home or in the car was scandalous.

FACT: today the amount of phone traffic has plummeted in contrast to the traffic over chat or images shared as a “message”. When the phone rings in my house and I look at my kids to pick it up; they say “it cannot be for me as my friends would never use the phone”. As bizarre as it was for the “suits”, because my parents could not keep us off the phone. So, if they will be taking over the old guard (us) in short order, does it not mean as they communicate to the support, billing or purchasing department their methods and demands will require change?

 

 

Working with our partners in the network operator segment we have developed Unified Communications for Contact Centers. Our unique focus on mobile loyalty application and WebRTC  that works for todays media choices of voice and email, yet also has chat, video and Biometrics that makes authentication “a touch” not “a snap” of the finger easy! Partner with us today to build a Cloud based Contact Center for your region and be a part of the future not the history.

Great partners make life more fun

For over 17 years, our partner Mauritius Telecom has been delivering the cutting edge Unified Communications services. Together with the CommuniGate Pro multi-tenant platform our partnership has evolved into a core B2B offering for subscribers. At CGS we have adapted to market changes and waves of innovation over the years; but one thing that has never changed is that we keep our partners close and use their insight for the development of the product roadmap. This week we spent some time with our colleagues and partner learning how their National Cloud will be a leading example of Unified Communications in the Cloud with regulatory compliance demands met.

Of course at an average 32c in the day and 30C at night we had to dress light and carry small bags!

Sometimes geeks take things too far and bring their briefcase to the beach thinking maybe there are great wifi signals around!

What does one do when in Mauritius Island with good friends and colleagues? Diving of course!

Searching for a Cloud near Nemo….

Alcatraz never looked so pretty; but defiantly bring a boat with you either way!

At CommuniGate Systems we like to keep in touch with our partners and take a close look on how our platform benefits their business, always looking for ways to strengthen our relationships and develop even further.

Stay tuned to see who we will visit next!

2017 – the year the Cloud becomes a National asset

This last year (2016) we saw a global surge and race to move business applications to the Cloud with new development models like dockers, containers and all sorts of new languages and frameworks. Plus, we also began to see businesses starting to realize, and take advantage of the movement to WebRTC capable systems; such as Contact Center products! However, in the last year we had no peace when it came to hacks, attacks, and large scale “outages” that wrecked havoc and made us soberly realize growing pains will trip us up here and there.

Security risks and governance of the Cloud model has been a controversial area for the FinTech and healthcare market segments by the very nature of their preceding regulatory nature. However “the move” to the Cloud has extended the “call for control”, regulation and of course protection of IPR and trade secrets for all of us; even the local pizza delivery shop does not want their website hacked and pizzas delivered to wrong places by the hands of pranksters.

One of the fastest growing demands for technology platforms  like CommuniGate Pro which supports the Cloud or SaaS provider market segment models is a drive towards a “National Cloud” model.  For many of the countries in the EU, Africa and the Middle East regions there is a “slam on the brakes” sense of urgency to control the move to the Cloud. This “reaction” is somewhat based on “justifiable” response to the control of content and/or property rights dealing with the “physical” location and extension of laws governing everything from metadata to “just being in the wrong place at the wrong time”.  I had a client whom had their systems taken offline simply because their “portion” of the “shared” architecture happened to reside on servers and systems that were under investigation for illicit behaviors by a totally un-related customer “sharing” such systems on the providers data center in the USA whilst this particular company was based in Belgium. Once the systems were “seized” there was no “recourse” for this “collateral victim” that fell into a hole of darkness (website offline) simply because they were “situated” next to a “bad neighbor”.

Our view is that we rationally expect most countries in 2017 will begin to see that it must own, control, and often times regulate the private versions of a Cloud within their country to mitigate risks. This will start with industries that are regulated, such as previously mentioned banks or healthcare systems, but that move will quickly encompass any business that wants to be under the umbrella of National laws and not the hosting providers country of origin laws. Of course, on the positive side we see and believe that the exploitation of these regulations are morphing to the values of having a National Cloud as an asset.