CV_Fall_21

AT YOUR SERVICE: XaaS CHANNEL V ISION | July - August 2021 Honeywell recently unveiled a new mobility application that enables deskless workers in the manufactur- ing, real estate, aviation and industrial process industries such as mining, refining, chemicals and oil and gas to receive remote assistance in the field. Honeywell Forge Worker Assist is a software-as-a-service (SaaS) based application that accelerates the resolu- tion of issues, increases efficiency with tasks such as inspections and quality audits, and aims to empower employ- ees to further develop job competen- cies, said the company Honeywell Forge Worker Assist was designed to provides a collabora- tive environment for deskless workers to interact with remote peers and experts as they perform activities in the field. The cloud-based software allows for video and audio peer-to- peer and multiparty communications enhanced with media, file sharing, screen sharing, remote camera control and text messaging. Braskem Idesa, a Brazilian and Mexican manufacturer of thermoplas- tic resins and petrochemicals, imple- mented Honeywell Forge Worker Assist at its Petrochemical Complex, the largest in Latin America for the production of ethylene, high- and low-density polyethylene in Veracruz, Mexico. Honeywell Forge Worker Assist bridges the communication gap between Braskem Idesa’s operational and field teams, allowing them to interact and share information. It also enables frontline workers to receive assistance from remote colleagues to learn on the go as they perform their daily tasks, said the companies. The hardware agnostic applica- tion can work on most Android or iOS devices – including tablets, smartphones, intelligent wearables, laptops or ruggedized mobile computers – allowing companies to deploy with existing technology infra- structure and scale quickly to accom- modate new users. “Using Honeywell Forge Worker Assist as a communications channel between field personnel and control rooms enables collaboration between deskless workers and remote experts to improve overall productivity,” said Anand Vishnubhotla, chief product officer, Honeywell Connected Indus - trial. “It integrates field workers into a company’s digital transformation by providing an environment to develop and sustain their skills.” Honeywell Forge Worker Assist is part of Honeywell Forge, the compa- ny’s enterprise performance manage- ment software. Honeywell Forge is purpose-built on a native edge-to- cloud with data-driven architecture meant to accelerate digital transfor- mation in a wide array of industries. Honeywell Launches SaaS Offering to Support Deskless Workers Gartner: CCaaS Adoption to Hit Mainstream by 2023 Contact center as a service (CCaaS) is expected to hit mainstream adoption in less than two years, according to researchers at Gartner, as early adopters of CCaaS have overcome the initial hurdles and the work-from-home trend pushes demand. “The adoption of WFH agent technology has passed 50 percent across organizations thanks to the move to remote work during the preliminary stages of the pandemic,” said Drew Kraus, a vice president in Gartner’s customer service and support practice. “Many leaders are now reviewing technologies and processes to optimize what is becom- ing a mainstream business practice of supporting flexible work environments for customer service agents, in addition to what will become standard practice for maintaining business continuity during future disasters.” All the while, the proliferation of digital engagement channels has reinforced customers’ expectations of instantaneous, seamless and effortless service experiences. The customer’s need for self-service, combined with the emergence of conversational artificial intelligence (AI), has led to an evolution of most engagement models. As such, Gartner sees the emergence of a new area of customer care referred to as “digital customer service.” Digital customer service offer- ings focus on seamless conversation orchestration across digital channels. “Customer-centric organizations that embrace digital customer service will reap the benefits of customer satisfac - tion, loyalty and advocacy, and mitigate the risk of disconnected conversations with less procedural structures,” said the research firm. o $400 Billion Expected 2025 revenues of public cloud IaaS and PaaS market, according to IDC estimates, representing a CAGR of 28.8% during the 2021-2025 forecast period. 42 Fall 2021