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The Latest

2 Dec 2020: DXC Technology is partnering with Microsoft to create modern workplace experience. This effort is aimed at addressing the demand by enterprises to improve workplace agility, which has come into sharp relief during the pandemic.

Why it’s Important

This announcement clearly shows Microsoft’s strategy for securing not just segments of the enterprise architecture of the future but the lion’s share. 

Enterprise companies are driving the business transformation to enhance collaboration, increase mobility, and improve customer engagements. This announcement comes as competition such as Salesforce heats up through several acquisitions, and Microsoft’s long-time rival, Oracle, makes inroads into new models of SaaS.

Who’s Impacted

  • CIO / CTO
  • Enterprise software architecture team

What’s Next?

Microsoft, like all vendors, has a strategy to extract ever more revenue from its clients.  However, Microsoft's unique position in the market gives it huge power. Understanding how Microsoft will evolve its services and licensing models is essential for keeping budgets in control.

As explored in this week’s Salesforce Slack announcement, IBRS sees that one option for the future digital workplace architecture is based on five platforms.

  1. A platform consisting of central systems of record (e.g., CRM, ERP, etc.) in the Cloud or Cloud-like environments
  2. An integration platform that surrounds the mentioned platforms 
  3. A one (or likely two) low-code platform(s) 
  4. A platform that provides the needed collaboration tools  
  5. A federated information management platform.

Indeed, Salesforce is buying the platforms it needs and integrating them then, leveraging its strength in selling it to both technical and non-technical executives. On the other hand, Microsoft is starting from a position of technical strength and deep connection with the systems integrators. 

This is evident with the DXC agreement, which is a classic strategy. Leveraging larger SIs as a strategy to deliver a future digital workplace architecture, with Microsoft 365 and Teams (collaboration), Dynamics 365 (core systems), Power Platform (low code and automation), and Power BI (business intelligence).  

Related IBRS Advisory

The Latest

CommsChoice Group has announced expanded Centre functionality for Microsoft Teams Direct Routing. The new service allows companies to implement a call centre natively within the Teams environment, leveraging Direct Routing.

Why it’s Important

Many Australian organisations - in particular public sector and local government - are in the process of re-architecting customer engagement from traditional ‘centralised call centre’ models to multichannel and then to omnichannel. The introduction of collaborative telephony solutions with rich API support, such as Teams, brings the possibilities of accelerating the move to true omnichannel services. Direct Routing allows contact centre agents to make and receive calls within Microsoft Teams, while also engaging in mixed mode communications, such as chat (potentially assisted by chat bots) and video meetings.

Who’s Impacted

  • Call centre managers and architects
  • Sales managers
  • Telephony teams
  • Office365 teams

What’s Next?

While CommsChoice is not the only vendor offering call centre integration with Teams, its announcement shows the likely future of calls centre architecture: a blend of collaborative tools and telephony, linked to internal and external-facing service channels. However, IBRS cautions organisations against rushing to adopt omnichannel call centre architectures. We have noted that the most successful organisations take a measured, phased approach, moving first to a multichannel operating model and only then to omnichannel. Many organisations have departmental processes that struggle to support true omnichannel. Staging through a multichannel model first allows organisations to identify and address the internal departmental silos before making the biggest step to omnichannel.

Related IBRS Advisory

  1. Omnichannel Customer Service must be more than Multichannel done properly
  2. Improve the customer experience within a digitally transformed world
  3. Modern telephony: Considerations