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Posts Tagged ‘OVUM’

Ovum warns BYOD is here to stay as 70% of employees use personal devices to access corporate data

June 17th, 2013 No comments

London, 6 June 2013 – Bring-your-own-device () is here to stay, states , as it reveals the findings of its 2013 multi-market BYOX (bring-your-own-anything) employee study*. With corporate activity by full-time employees (FTEs) remaining steady at almost 60% over the past two years, the global industry analysts warn business leaders to respond and adapt now to this change in employee behaviour, rather than being steamrollered by it.

Launching the research at its BYOX World Forum today in London, Ovum revealed that the BYOX phenomenon shows no signs of disappearing, as nearly 70% of employees who own a smartphone or tablet choose to use it to access corporate data. The personal tablet market continues to grow, and with personal tablet ownership by FTEs rising from 28.4% to 44.5% over the last 12 months, more businesses will see these devices on their networks. Moreover, this activity will continue whether the CIO wants it to or not. Ovum’s study shows that 67.8% of smartphone-owning employees bring their own smartphone to work, and 15.4% of these do so without the IT department’s knowledge and 20.9% do so in spite of an anti-BYOD policy.

“Trying to stand in the path of consumerized mobility is likely to be a damaging and futile exercise,” says Richard Absalom, consumer impact technology analyst at Ovum. “We believe businesses are better served by exploiting this behaviour to increase employee engagement and productivity, and promote the benefits of enterprise mobility.”

Ovum’s research also depicts the rise of the bring-your-own-application (BYOA) trend. While email and calendar remains the most commonly used application on both corporately provisioned and personally owned devices, the usage of new-generation cloud productivity applications, such as enterprise social networking, file sync and share and IM/VoIP, is growing fast. Worryingly, Ovum found that these types of apps are increasingly being sourced by employees themselves and not through managed corporate channels – 25.6% of employees discovered their own enterprise social networking apps, while 22.1% and 30.7% of employees discovered their own file sync and share apps and IM/VoIP apps, respectively.

“The thread that runs through all of the data is that IT is not keeping up with the changing demands and behaviour patterns of the new mobilized, consumerized workforce. Nowhere is this clearer than in the BYOA data. If employees are sourcing their own applications to do their job, then IT is not delivering the right tools or a good enough user experience for its employees,” concludes Absalom.

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Smart devices and social media to drive new culture of online, always-connected customers in 2013

November 21st, 2012 No comments

Melbourne, 21 November 2012 – New analytics solutions, multichannel metrics, and better collaboration tools will be crucial in 2013, as enterprises feel the pressure to understand and pre-empt the needs from the always-connected customer, says . Vendors will need to step up and add these capabilities fast, or else risk losing business.

As part of its 2013 Trends to Watch series, Ovum explores the important changes in the customer experience and interaction market, detailing how technologies are evolving to meet new consumer demands and providing recommendations for both enterprises and vendors.

According to Ovum’s report,* response teams will move into the contact center, driving the need for better management tools, and the global analyst firm forecasts** high growth (21% CAGR) for monitoring within the customer service function in the next five years. Mobile self-service will become more intelligent, customers will have the ability to request a callback from within a mobile application, and it will become easier to transfer a query from a self-service application to voice, chat, or email.

Traditionally siloed applications such as performance management, business intelligence, and customer feedback will be merged into voice-of-the-customer (VOC) analytics suites that help enterprises view and compare data across different stages of the customer lifecycle. Many enterprises will have a mixture of cloud- and premise-based customer service solutions, although, for most companies, core automated call distribution (ACD) functionality is likely to remain on-premise for the foreseeable future because of existing investments and mentality.

“Enterprises need to support today’s customers by providing timely and accurate responses via mobile, web, and voice channels. In order to succeed, they must address customer needs at every stage of the customer lifecycle, and support and integrate data internally. It makes sense for enterprises to create collaborative customer experience teams in order to align technology and data strategies across product, IT, marketing, and customer support,” says Aphrodite Brinsmead, senior analyst at Ovum.

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