What's ahead for 2015? Avaya asked leading thinkers from across their organization to offer ideas about what IT departments, contact centers, and enterprises can expect in 2015 for communications support services. They identified six key trends. Some of the highlights:
- While mid-size enterprises still value the simplicity and total-cost-of-ownership offered with premise equipment, they are increasingly moving to cloud-based solutions.
- Video will become a formidable interaction channel. Businesses that haven’t begun to make the move to video will be challenged to catch up with their competitors.
- As omni-channel support matures, Web chat plays a pivotal role. Businesses are beginning to offer a true “omni-channel” support experience to customers.
Other trends Avaya executives discussed included how businesses will use social media and crowd-sourcing and how support services transparency will evolve with a high-accountability support model for support organizations.
On a separate topic, Steve Taylor (who was previously the co-author of this newsletter) offered some insights recently on the concept of "Net Neutrality," discussing in a Webtorials tech note the question of exactly what is "neutral." Specifically, he asked if neutrality is not maintained, then in what way(s) will one flow of traffic be distinguished from another?
As Taylor points out, Internet protocols have been built with set priorities. For example, voice packets might need priority processing to lower latency. However, these packets are also more likely to be discard-eligible. He continues, discussing how IPv6 adds the option of a "flow label," also noting that the IPv4 header includes a protocol field to prioritize one traffic type over another.
His conclusion is “that for an Internet service that is provided over a single network, it's possible to have a large number of factors come into play that would remove neutrality from the net. Saying that Net Neutrality will be removed from the Internet is one thing. Defining exactly how this will be accomplished is another.”
If you’d like to read more on Avaya’s insights on 2015 trends, or for additional discussion from Taylor on how protocols can affect net neutrality, please click here.