The following industry research reveals five key trends which suggests an urgency for organizations to adopt digital transformation and quickly.
Global market trends are converging to accelerate the speed at which commercial and government organizations need to move from experimenting with discrete customer-facing digital projects to implementing enterprise-wide digital transformation. This is the overall finding of the CGI Global 1000, an annual outlook conducted by CGI through in-person conversations with business and technology leaders in 10 industries and 20 countries.
"In this year’s CGI Global 1000, we saw tremendous alignment around organizations’ need to implement more expansive digital transformation by modernizing and connecting their legacy systems to a digital business and operating model," said CGI President and Chief Executive Officer Michael E. Roach. "We have not seen such clarity of market dynamics since Y2K, which was a system-centric, point-in-time event that did not create competitive business value. Today, there is a need to create sustainable business model change that will help organizations better run, change and grow over the next decade."
In the CGI Global 1000, organizations identified five key trends that are intensifying their need to transform:
1: Over 70% of leaders cite the rising influence of consumers’ digital behaviors. Customers expect personalized and seamless digital experiences across channels, with banking, retail and consumer services, and communications leaders citing a digital-only trend.
2: Security is starting to become a differentiator for 62% of organizations. Organizations’ cybersecurity programs are maturing from reactive and compliance-based to proactive and focused on integrating security into part of the value proposition.
3: Half of organizations across industries feel the burden of relentless regulatory demands. This perennial trend continues to accelerate, with leaders focused on material business impacts of privacy and data protection laws.
4: One-third of executives note structural change of their business models is needed. For the first time, leaders said they must transform the way their organizations are structured to serve their stakeholders and spur growth.
5: Nearly 30% of organizations are experiencing the emergence of IT as a driver of business change. Technology’s role is shifting from being an enabler to a driver for achieving new business and operating models. Over 70% of leaders said they plan to increase or maintain their IT budgets to accelerate digital transformation.
As organizations address these global dynamics and start to implement more enterprise-wide digital efforts, over 70% of leaders noted that implementing change internally is their top challenge.
"This year represents a digital inflection point for many organizations," said Doug McCuaig, Executive Vice-President, Global Client Transformation Services, and the executive responsible for the CGI Global 1000 outlook. "The timeframe organizations thought they had to address digital transformation has compressed and they must accelerate their digital agenda. Leaders recognize they must address their most complex challenges, such as changing the cost structure for running legacy platforms to invest in digital transformation. These are CEO-level decisions that result in business executives leading more and more technology initiatives and at a faster pace than traditional IT modernization."
Posted by Veronica Silva Cusi, news correspondent
About CGI Group:
At CGI, we are in the business of satisfying clients. For more than 35 years, we've partnered with U.S. defense, civilian and intelligence agencies to support their mission-essential needs at every stage of program, product and business lifecycle. As a global leader in information technology, our portfolio of services is customizable to meet the unique needs of our federal clients. We deliver end-to-end services and solutions including application management, infrastructure management, systems integration and consulting, business process services, and cloud computing.
Published: Monday, December 26, 2016
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.
Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.
Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.
Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.
Our Applications support en...
Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...