ISG Provider Lens Report Sees Companies Focused on Virtual Assistants, Bring-Your-Own-Device Policies and Work-From-Home Benefits
Enterprises across Latin America are looking for ways to better enable employees through workplace technologies, and they are turning to digital workplace providers to help them move forward, according to a new report published today by Information Services Group , a leading global technology research and advisory firm.
The 2019-2020 ISG Provider Lens Digital Workplace of the Future Report for Latin America finds many enterprises in the region looking for assistance in implementing work-from-home and bring-your-own-device programs. Enterprises are also moving toward algorithm-based decision-making processes, virtual assistants to support workers and other artificial intelligence-based tools.
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“Companies and employees in Latin America see the workplace changing from being a hierarchical, office-centric, physical space to an egalitarian, flexible, mobile and always-connected one,” said Jan Erik Aase, director and global leader, ISG Provider Lens Research. “Success in an enterprise’s digital transformation comes from recognizing the importance of the people affected by technology and enabling workplace changes.”
The report finds many digital workplace providers in Latin America are using consultants to demonstrate how to use apps and tools and validate the benefits for customers. Consultants also are enabling providers to quickly implement virtual agents and bots to monitor and use data to create intelligent support that continuously learns with each interaction.
Enterprises, meanwhile, are demanding their service providers deliver end-to-end digital workplace consulting and advisory services to drive successful employee experiences. Microsoft products, including Windows 10 and Office 365, are a big part of the digital workplace strategy for many companies, the report says.
In the area of managed services, most service providers are building capabilities to measure user experience, based on technology use and other factors, the report says. Managed services providers are using their definitions of user experience and users’ ways of working as differentiating factors.
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Among customers in Latin America, there is a growing interest in moving to leading enterprise mobility management solution vendors, the report adds. Customers are also seeing value in the device-as-a-service model. Many enterprises don’t want to own hardware and are asking managed services providers to manage device lifecyles.
Old, in-house, self-managed solutions, however, are still prevalent in Latin America, the report says. Service providers are increasing their market share by packaging email, collaboration and videoconferencing through Microsoft Office 365 or Google G Suite.
In addition, traditional telephony is being replaced by office productivity applications like Skype for Business and Google Hangouts, the report says. Enterprises are overwhelmed by the growth in the enterprise social collaboration space, but they see value in modern communication and collaboration tools that provide voice over IP, video and chat services across channels and devices.
The 2019-2020 ISG Provider Lens Digital Workplace of the Future Report for Latin America evaluates the capabilities of 27 providers across four quadrants: Digital Workplace Consulting Services, Managed Services – Workplace Support, Managed Services – Mobility Support, and Unified Collaboration & Communication Services.
The report names DXC Technology and IBM as leaders in all four quadrants and Stefanini as a leader in three. Accenture, Atos and Unisys are named as leaders in two quadrants, and Cisco, HCL, Microsoft, TCS, TIVIT and Wipro are named as leaders in one.
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