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Contact Center Modernization: Crucial in the Age of Instant Gratification

Oru Mohiuddin — Tue, 07 May 2024 04:00:00 GMT

This IDC Market Perspective discusses the need for modernizing contact centers in today's fast-paced world where customer expectations for instant gratification are high. The integration of advanced technologies, unification/aggregation of data, and advanced AI capabilities — particularly GenAI — hold immense power in transforming customer and employee experience.

"Modernizing contact centers is not just a tech upgrade, but also a strategic move toward creating 'magical' customer experiences in the instant gratification era," said Oru Mohiuddin, senior research manager, IDC's European Contact Center.

Huawei's "All Intelligence" Strategy for an AI-Driven Future — Highlights from the Huawei Analyst Summit 2024

Wilson Xavier, Tolga Yalcin — Tue, 07 May 2024 04:00:00 GMT

This IDC Market Note presents highlights from the Huawei Analyst Summit 2024 (HAS 2024) took place in Shenzhen, China on April 17–19, 2024. The summit included keynote presentations from Huawei executives on the company's overall strategy and its outlook for global technology markets, while a series of parallel track sessions explored topics such as AI for RAN, 5.5G Core, Huawei Cloud, 5G New Values, 5G Industry Evolution, Microwave, and Inclusive Digital World. Exhibition halls and showcase tours demonstrated how Huawei is supporting carriers and businesses via the presentation of real-life use cases around IoT, AI, and other innovative technologies.

IDC Market Glance: Telecom Network Infrastructure, 2Q24

Ajeet Das, Patrick Filkins, John Byrne — Fri, 03 May 2024 04:00:00 GMT

This IDC Market Glance provides an overview of the current telecom network infrastructure landscape, describes the structure and segments of the market, and illustrates the vendors participating in each segment.

Comcast Continues to Intensify Its Service Offering and Approach to Gain Business Services Market Share

Jitesh Bhayani, Ghassan Abdo, Denise Lund, Paul Hughes, Peter Chahal — Fri, 26 Apr 2024 04:00:00 GMT

Comcast Business continues its strategic efforts to move upmarket and become a key player of secure connectivity and communications solutions that will drive scale, automation, and business outcomes as an agile, trusted strategic partner for business customers. This progression involves transcending its established small and medium-sized business (SMB) market to encompass midsize companies and large-scale enterprises that have a global footprint.

IDC：电信行业大模型有望率先实现商业化

Sun, 21 Apr 2024 04:00:00 GMT

北京，2024年4月17日——近日，IDC发布了《中国电信行业大模型应用场景和展望，2024》（Doc# CHC50967324 ,2024年4月）报告，聚焦于中国电信行业大模型应用情况，探讨了新的市场发展动态，介绍了当前典型的三类中国电信行业大模型产品，并分别对电信运营商、通信设备商、软件和服务提供商提出了行动建议。

OFC 2024: Optical Innovation Fueled by AI and Sustainability Takes Center Stage

Ajeet Das — Wed, 10 Apr 2024 04:00:00 GMT

Generative AI (Gen AI)/artificial intelligence (AI) has created tremendous excitement in the optical networking industry, which is propelled by the need for higher speed, lower latency, and higher bandwidth solutions for datacenter and service providers networks. The key themes for OFC 2024 were artificial intelligence/machine learning (ML), sustainability, and interoperability solutions to address the unprecedented demand for next-generation datacenter networking, rapid growth in network traffic, and innovation to reduce power consumption in datacenter and service providers optical networks.

European Enterprise Communications Services, 2024: Scope and Definitions

James Eibisch, Jan Hein Bakkers, Graham Fruin, Melissa Holtz-Fremeijer — Fri, 29 Mar 2024 04:00:00 GMT

This IDC Market Perspective provides an overview of the markets covered in IDC's European Enterprise Communications Services. IDC's European Enterprise Communications Services CIS analyzes the connectivity and communications services markets, detailing changing requirements, trends, and competitive dynamics while providing actionable advice to providers in this space.

"Enterprises are fast becoming digital businesses, with cloud and data/AI at the core. Everything organizations are using to make this transition relies on connectivity and communications services; these services themselves are evolving rapidly in response." — Research Director James Eibisch, IDC

Generative AI Readiness: Are Telcos Geared Up for the Generative AI Revolution?

Swathi Arunaa, Nikhil Batra — Fri, 29 Mar 2024 04:00:00 GMT

This IDC study evaluates the readiness of communication service providers (CSPs) for their generative AI (GenAI) journey. It delves into key considerations they must consider before embarking on this journey. Furthermore, it offers a strategic road map to kick-start their transformation using GenAI.

CSPs are methodically exploring feasible business use cases by leveraging GenAI, conducting trials, and allocating funds toward GenAI solutions. However, prior to embracing GenAI, it is crucial to assess their readiness for its adoption.

This presentation leverages data from the IDC AI Council and Future Enterprise Resiliency & Spending Survey, Wave 1, January 2024.

Highlights from LEAP 2024 in Saudi Arabia

Jawairia Asif — Fri, 29 Mar 2024 04:00:00 GMT

This IDC Market Note presents highlights from the 2024 edition of Saudia Arabia's LEAP — a top-tier conference that also plays a key role in the wider tech ecosystem of the region. LEAP 2024 attracted 215,000+ attendees, 1,800 exhibitors, 1,000 speakers, and 600 start-ups. Attendees were treated to a range of thought-provoking addresses, industry-specific sessions, and live demonstrations around tech transformation. LEAP 2024 presented initiatives whose financial commitments amount to more than $13 billion, including significant investments from Amazon Web Services, DataVolt, IBM, and ServiceNow.

IDC Market Glance: Behavioral Health, 1Q24

Lynne Dunbrack — Fri, 29 Mar 2024 04:00:00 GMT

This IDC Market Glance provides a glance at the current makeup of the behavioral health landscape, illustrates the participating vendors, and depicts the segments and structure of the market.

Nearly 1 in 5 U.S. adults live with a mental illness or 57.8 million adults in 2021.More than half of adults (54.7%) with mental illness (or 28 million U.S. adults) do not receive treatment. More than 1 in 10 youth in the U.S. experience depression that impacts their ability to function at school or work, or with friends or family. Nearly 60% of youth with major depression do not receive any mental health treatment," states Lynne A. Dunbrack, group vice president, IDC Health Insights. "These alarming statistics point to a need for technology that addresses the many barriers to receiving adequate care, including an acute shortage of behavioral and mental health professionals."