Communication systems and tech have 7 main trends

Communication systems and tech have 7 main trends

Communication systems and tech have 7 main trends

Information and communication technologies are a set of objects, actions, and rules that are used in the process of preparing and transmitting data necessary for personal, mass, or industrial communication. The purpose of such technologies is to provide people with an information base for making certain decisions.

Features and types of information and communication systems

Depending on the type of information being processed, communication systems can be designed to process specific data (for example, algorithmic languages or programming systems). Another option is communication systems for processing: text information (for example, hypertext systems); graphics (these include tools for processing vector graphics); animation, including video images and sound (systems for creating multimedia applications);

knowledge.

Information and communication technologies are classified according to the degree of their interaction with each other. They can be carried out using special technical means.

There are systems in which interaction takes place at the level of media and systems in which concepts for processing and storing information are applied. There are integrated systems that handle different types of information.

Information technology and computer communication systems

Information technology is a set of processes and methods for searching, collecting, processing, and broadcasting various data. Information technologies also mean various computer facilities that can be used to process and store information. The main characteristics of modern information technology are the widespread use of computer technology for storing and transmitting data in the desired format over long distances through digital technologies. Information technology is inextricably linked with computer networks. Computer communication systems are designed to solve a whole range of tasks, including providing high-quality communication through the use of high-speed networks. Information technology has become a part of the practice of most educational institutions. With the help of information and communication technologies, using multimedia applications, teachers conduct presentations and experiences. Another obvious advantage of information and communication technologies used in education is the ability to combine material resources with computational algorithms. This, in turn, allows you to find simpler solutions to complex problems.

Communication engineering systems

Engineering communications are complex systems that include all those elements that are necessary to ensure normal human life. Communication engineering systems can be applied in areas such as landscape design and construction. Communication engineering systems include heating, water supply, video surveillance systems, and more. Systems can be both external and internal. Designing such systems is a responsible and time-consuming task since it involves the development of a detailed action plan and knowledge of the conditions in which the engineering systems will be operating

Aviation electronics and communication systems

Communication systems are actively used in aviation. In this industry, they are necessary for the design of power supply systems for spacecraft, the creation of power supply systems. Special software is used to simulate electronic control systems for aircraft engines. Modern computer technology allows you to create models in the computer-aided design model.

Communication systems at the exhibition

New products in the field of information technology and telecommunications are presented by various companies at specialized exhibitions and forums. At such events, innovative developments are demonstrated in the field of satellite and fiber-optic communications; television broadcasting systems internet technologies; data transmission networks.

One of such events is the Svyaz exhibition held by the large exhibition complex Expocentre Fairgrounds.

Visitors to the Svyaz exhibition can get acquainted with the achievements of various innovative enterprises and the main trends in the information and communication technologies industry.

Communication technologies have changed forever: 7 main trends

The coronavirus pandemic has significantly accelerated the digitalization of the world. Companies immediately launched transformation projects and transferred employees to remote work formats. This has boosted the popularity of video applications and reshaped the communications technology and channel market. When planning a competent multichannel strategy in the interests of their customers, it is important for executing companies to take into account not only the current state of the market but also future trends in the field of communications. Regina Akhmetzyanova, Deputy Head of Service Desk at ICL Services, spoke in an article for CNews about the key trends in this segment that need to be taken into account today to remain successful tomorrow.

Trend # 1. A holistic approach to customer communication

Digital transformation has accelerated the transition to the cloud. Companies have built dedicated teams and launched cloud-based initiatives to keep up with the times, but in many cases, these efforts have had the opposite effect. Likewise, integrators have tried to expand digital channels and introduce communication technologies. But this was done without a clear description of the processes and without the use of individual solutions to meet the needs of specific customers. Service improvement is directly related to whether the integrator's processes are adapted to the new digital channels. This is why it is imperative to seek partners and solution providers who are focused on providing a holistic approach. This will help ensure multi-channel interactions, automate your processes, and align your support strategy with communication solutions. Takeaway: Digital transformation combined with truly digital strategy is bound to drive growth and success.

Trend # 2. The backbone of communication ecosystems are chat applications

Even before the pandemic, traditional channels were replaced by digital ones, including email and SMS. People began to communicate with companies as with their friends and family, and this will sooner or later lead to the evolution of OTT channels with a strong migration towards chat applications. The pandemic also increased the need for them, at the same time aggravating the situation with the ubiquitous remote. What does this mean for business? Everything from customer support and payments to browsing product catalogs must henceforth be implemented in the chat app. Takeaway: Start building your chat app portfolio using local and global channels to deliver the best CX all the way to your purchase. Or contact a company that can provide such a portfolio as well as ongoing support.

Trend # 3. The Foundation for True Multichannel - Customer Data Platforms

Omnichannel means you can switch communication lines between each other or optimize conversations using multiple channels. For example, when buying a banking product, after talking with a sales manager, the customer receives additional information to the email address, and an automatic stream of notifications is sent to the preferred chat application. The other side of omnichannel is the ability to automatically switch to the messenger in cases when the queue of callers to the contact center is too long. This is the secret of omnichannel - pairing the right channel and the optimal time. But personalization is essential to delivering true omnichannel service, and this is where customer data platforms come in. With their help, not only the channel is actually personalized, but also the content itself, and even the time. Takeaway: To be successful, companies need to take a holistic approach that combines the right mix of channels, CX solutions, and customer data platforms.

Trend # 4. SaaS and CPaaS - the new CX stack

The rise in the number of chat applications integrated with SMS, email, and voice assistants has led to an increase in the popularity of the CPaaS (Communication Platform as a Service) approach. But other strategies will bring companies closer to market success. Among them, it is worth highlighting the use of our own IT systems and the integration of channels into existing systems; and the search and application of platforms that include a communication solution and a channel in one place. The second option is the most advantageous. Sometimes, however, it is not enough just to have a channel. For example, a company needs a contact center to offer customer support and marketing automation; or it needs a communication automation interface built on a chatbot platform and a customer data platform. In other words, channels create new use cases, but additional tools are needed to empower channels. Conclusion: the key impact of SaaS and CPaaS is already pointless to deny.

Trend # 5. Transformation of contact center channels

The transformation of a classic call center into a digital one is becoming more and more popular. The reason is that customers are looking for support not only through voice communication, but also through social media, chat apps, and email. In the future, voice will gradually be converted to video, and this process has already begun, and traditional IVR will give way to intuitive voice bots. As a result, all channels will be available on a single platform with a single view for agents.

Trend # 6. Artificial intelligence support

If we accept that chatbots and voice bots will be replaced by simple IVR, then it is worth remembering the emerging solutions based on artificial intelligence, which will one day completely supplant bots that operate with keywords and IVR. The two main applications will be a virtual assistant to assist with sales and marketing, and contact center bots that try to solve problems or set the stage for an agent to provide a faster solution. To easily switch to an agent, a bot must be able to analyze sentiment. If the client looks upset or feels that he is walking in a circle, and the issue is not resolved, it must be immediately referred to a live specialist. AI allows chatbots and voice bots to track customer mood and behavior. In addition to automating support, agents can also be assisted with intelligent routing based on the history of past and current conversations and the content of existing ones to route to the most appropriate agent. Going forward, AI can be used to leverage event-driven customer data to personalize messaging, intelligent segmentation, and select the right channel.

Trend # 7. Easy to integrate and deploy communications solutions

Having a single platform for handling communications and channels is essential. But in addition to functionality, it must also have high integration abilities. For example, some platforms give customers the ability to choose channels to create a communication strategy. But they always have the option to add any solutions, be it a contact center or a marketing automation tool. That being said, it's important to partner with a trusted SaaS and CPaaS provider. Takeaway: Choose a platform that allows you to easily integrate existing and third-party solutions into your CX stack. Despite all these trends, when choosing a communication channel with customers, it is important to remain honest and admit to yourself: a consumer contacts a supplier because he is interested in his services. Today there are many different ways to communicate with companies, and a business needs to choose the option that is most convenient for the client. If the organization has already decided on the communication channels, it is important to check how logical the strategy for their use is, and the interaction within it is coherent and effective. It is also worth considering the demographic data of the customers. If a company can manage a small number of channels, it is worth examining the customer base to determine which ones will perform better. The most important thing is that the easier it is for customers to contact the company, the less hassle for all participants in the process, and the less negative feedback the business will receive.