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8×8, a leading integrated cloud contact center and unified communications platform provider, announced findings from its 2023 State of Conversational AI in the Contact Center report. Key findings reveal that contact center and IT leaders believe conversational artificial intelligence (AI) is the future of the contact center with 80% saying these capabilities will be a must have in the near future, and 41% agreeing that if companies don’t adopt these capabilities they will fall behind. Further findings highlight how they are thinking about applying conversational AI through automation.

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.@8×8 has announced recent findings from its 2023 State of Conversational AI in the Contact Center report. #conversationalAI #CCaaS

Key findings from over 300 IT and contact center business leaders surveyed include:

• Investing in Contact Center automation is a top priority: 99% of organizations plan to dedicate more spending on contact center operations over the next year, with much of that investment going towards adopting or increasing automation. Interestingly, in the United States, respondents were more likely to consider automation extremely important (27%), versus their UK (8%) and Canadian counterparts (16%).
• Conversational AI for the win: the expectations and the stakes for conversational AI are high, with 87% of respondents believing that conversational AI/chatbots increase productivity, 76% that conversational AI/chatbot capabilities are revolutionizing business communications, and 72% believe these capabilities will increase company profitability and revenue and lower company risks.
• Automation improves CX: contact center and IT leaders are turning to AI and automation to assist with key challenges such as increasing support volume, staffing challenges, and the need to be more cost-efficient. In fact, 52% of organizations say they have already invested in conversational AI for the contact center. Of those already using the capabilities, 92% report it has resolved customer issues faster and reduced effort for agents (87%) and the overall cost of contact center operations (53%). Respondents in the UK are taking it a step further, with 94% rating voice chatbots as a top two priority for AI-based capabilities for contact center and customer support operations, compared to 68% in the US.
• Conversational AI complements the human touch, it doesn’t replace it: organizations currently using conversational AI in the contact center are doing so to improve customer service capabilities (62%), streamline internal workflows (42%), improve customer satisfaction (36%), and reduce customer wait times. Only 6% of adopters are actually using it as a means to reduce employee and agent headcount.
• Trust is still an issue for Generative AI: even though almost one third of organizations reported that they are currently using generative AI in the contact center, with an even greater number experimenting with it, 8×8’s research shows that organizations still struggle with fully trusting generative AI at this stage. 64% of respondents said they would very much or completely trust generative AI to answer customer questions, but from there, percentages dropped significantly, with just 24% putting their full trust in the technology to directly engage with customers and 23% trusting generative AI to guide their contact center agents.

Supporting these findings, Metrigy’s Customer Experience Optimization: 2023-24 report found that 51% of CX leaders say Al investment in customer engagement is a high priority. The research also shows successful companies using Al for customer engagement increase revenue by 38% and agent efficiency by 36%, improve customer ratings by 46%, and decrease operational costs by 6%.

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“At 8×8, we understand how the contact center industry can shift and change—especially as new technologies are introduced, tested, and standardized—and we are proud to always be at the forefront of that changing technology landscape,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “As we can see from the findings of the ‘State of Conversational AI in the Contact Center’ report, it’s important to understand the needs and requirements of organizations, including how they actually use the different technologies available to them. We are committed to working closely with our customers to deliver AI-driven tools and resources, such as 8×8 Intelligent Customer Assistant, to help drive their digital transformation and business success initiatives.”

For the report, 8×8 surveyed more than 300 business leaders in Contact Center, Customer Support, Customer Experience, Customer Care, Customer Success, IT, IT Help Desk, IT/Vendor Procurement, and Operations. The survey was administered in the United States, the United Kingdom, and Canada between May and June 2023, through Hanover Research. Survey respondents included employees from organizations with more than 250 employees and included managers and above.

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Couchbase, Inc., the cloud database platform company, released the findings from its sixth consecutive digital transformation survey of global IT leaders. The research shows that, despite shifting digital transformation goals, enterprises are still investing heavily in IT modernization and implementing new projects. A focus on operational efficiency is influencing how global enterprises invest in digital transformation initiatives. Nearly 60% of enterprises surveyed reported that their key modernization goal is to improve business resilience and efficiency in the face of the evolving global economy. And findings revealed that enterprises’ top IT investment priority in 2023 is empowering developers to build modern applications.

The survey of 600 senior IT decision makers found that enterprises plan to invest on average $33 million in the next 12 months. At the same time, digital transformation priorities have shifted.78% of IT decision makers confirm their main priorities for transformation have changed in the last three years. 54% say their digital transformation focus has become more reactive to market changes and customer preferences in order to help the wider organization stay agile.

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While these changes in digital transformation goals have helped businesses build resilience and weather a dynamic economy, they have not drastically slowed transformation. More than half (53%) of enterprises are either on target or ahead of their planned progress.

“IT modernization and digital transformation are vital strategic initiatives for an enterprise – whether helping to adopt new technologies like generative AI, creating new services or building resilience in times of uncertainty,” said Ravi Mayuram, CTO at Couchbase.” These survey results show how an efficient approach to digital transformation, taking full advantage of advances in data, cloud and AI can help with business resiliency, and at the same time pursue new growth opportunities.And rightly so, empowering developers has emerged as a key priority for enterprises, demonstrating their commitment to innovation.”

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Other key findings include:

• Modernization enhances business resilience: 57% of respondents said their enterprise’s key digitization goal is to improve business resilience and efficiency in the face of an evolving global economy. Increased business resilience was the most common benefit from digital projects in the past 12 months, while increased profitability, employee productivity and application performance are the expected benefits for the next 12 months.
• Pressure to embrace new technologies: IT leaders are most commonly under pressure from the wider business to adopt serverless computing (identified by 42% of respondents), edge computing and IoT (40%) and low- or no-code technologies (39%). And while AI demonstrates a huge promise in accelerating and transforming businesses, it is still early days.IT teams are under less pressure today to adopt large language models (LLMs) such as ChatGPT, with 35% under pressure to adopt this technology.Web 3.0 and augmented or virtual reality were less of a priority.
• Developer productivity in the spotlight: Digital transformation projects are a key focus for developers. Pressure from developers on their organizations to support agile development and innovation (44%), and empowering developers to build more applications to meet customer needs (44%) were the top two drivers behind individual transformation projects. Furthermore, enterprises’ top IT investment priority switched from improving application performance in 2021 to empowering developers in 2023.
• IT spending under increased C-level scrutiny: 49% of respondents say their CFO is managing budgets in more detail and asking more questions about IT investment, while 37% say the pressure to achieve transformation with less budget and staff resources has increased in the last 12 months. And 35% say their IT department is under more strain than at any point in the last five years. This suggests that IT leaders are looking for ways to show cost efficiencies and reduce total cost of ownership.
• Enterprises report project challenges and delays: Issues such as a lack of buy-in within the business, an inability to secure or stay within budgets and reliance on legacy technology meant enterprises experienced projects failing, suffering delays or being canceled.This cost organizations on average $4.4 million and forced 68% of organizations facing modernization challenges to push digital transformation goals back by more than three months.
• High expectations and hopes for creative modernization projects: While there have been challenges, research showed that 38% of IT teams are focusing on tangible modernization projects that will provide immediate results. Furthermore, 100% of enterprises have implemented or identified opportunities for creative digital transformation projects that seemed impossible at the end of 2021. This suggests that modern tech continues to push the boundaries of what is possible for business transformation, drive innovation and inspire new next-gen apps.

“It’s clear that IT and business leaders recognize the importance of investing in modernization to drive transformation and achieve their short- and long-term goals efficiently,” continued Mayuram. “Organizations must make sure they are giving development teams the tools required to build modern, powerful and innovative applications to meet any use case in a cost-effective way. This will help them meet their customer demands faster and continue to maintain their leadership position.”

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New research from Cloudera, the hybrid data company, provides insights into the struggles of IT leaders across EMEA as they strive to get more value from their data. There is lots of change happening within EMEA enterprises, indicating IT decision makers (ITDMs) must be agile and prepared for change. For instance, the study has revealed the complexities of operating in the cloud: nine-in-ten ITDMs surveyed (92%) plan to migrate more data to the cloud over the next three years, while 76% plan to repatriate data back on premises in the next 36 months. Data and compliance concerns (55%), cloud lock-in fears (54%) and non-compliance related cybersecurity concerns (52%) are cited as the main reasons for organizations not moving more of their data to the cloud.

The survey polled 850 ITDMs across the EMEA region regarding their organization’s cloud and data management practices, and the challenges they face in making all their data actionable. The results of the Evolve Data Study were published at the data conference, Evolve London, on June 21.

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More than two-thirds (68%) of organizations currently store data in a hybrid environment, meaning they utilize both on-premises/private cloud and the public cloud.Additionally, seven out of ten respondents (72%) work in organizations that currently have a multi-cloud model, and are working with two or more hyperscalers.

“With data sitting across a mosaic of hybrid cloud environments, many organizations are finding it difficult to fully extract value from their data assets,” says Romain Picard, Senior Vice President EMEA at Cloudera. “Organizations need the capability to securely extract value from their data, regardless of where it resides. But with the emergence of modern data architectures, organizations can drive more value from their data and optimize their cloud costs at the same time.”

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To extract more value from their data, organizations are increasingly embracing data analytics.But almost three quarters (72%) of respondents agree that having data sitting across different cloud and on-premises environments makes it complex to extract value from all the data in their organization. ITDMs currently estimate they are not using a third (33%) of their data effectively.

“At a time when most enterprises are looking for benefits from Artificial Intelligence, they need to stay ahead of the curve by using modern data architectures,” continues Romain Picard. “This approach enables all of their data to be ‘in play’ to deliver benefits to the organization while maintaining needed governance and security.”

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More than four in 10 IT leaders surveyed globally (42%) believe their existing IT infrastructure is not fully prepared for the demands of artificial intelligence (AI) technology, despite its widespread adoption across industries, according to the Equinix 2023 Global Tech Trends Survey. The survey, which examined IT leaders’ responses to AI advances in their organizations, comes after a year of significant AI breakthroughs that saw the technology rapidly deployed in applications across both the business-to-business and business-to-consumer sectors.

“Tech leaders globally are expediting AI’s integration into their organizations, and it is increasingly becoming a critical capability to enable intelligent and autonomous systems that power a modern business. Those who fail to maximize its use could fall behind,” said Kaladhar Voruganti, Senior Technologist at Equinix.

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The survey confirmed AI uptake is on the rise across all industry sectors, with 85% of the 2,900 IT decision-makers polled worldwide seeking to benefit from the advantages of AI and already using or planning to use it across multiple key functions. Organizations are most likely to be using AI, or planning to do so, in IT operations (85%), followed by cybersecurity (81%), and customer experience (79%).

“Successful development of accurate AI models depends upon secure and high-speed access to both internal and external data sources that can be spread across multiple clouds and data brokers,” added Voruganti. “For example, as enterprises embark on creating their own private generative AI solutions, they may want to process their confidential data at a private and secure location with high-speed access to external data sources and AI models. Furthermore, we are entering an era where more data is being generated at the edge. Hence, AI processing has to move to the edge for performance, privacy and cost reasons. In order to satisfy the above requirements, tech leaders can implement hybrid solutions where AI model training and model inference can occur at different locations. Ultimately, to create scalable AI solutions, businesses must consider whether their IT frameworks can accommodate the required data ingestion, sharing, storage and processing of massive and diverse data sets, while keeping sustainability in mind.”

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On implementing complex AI strategies, Aengus Tran, CEO & Co-Founder at harrison.ai, noted: “Secure hosting of our compute and data storage platforms is our highest technical priority as we build AI solutions for clinicians across the world. We rely on an extremely fast and direct connection to enable hybrid cloud models as required to move remarkably large data sets on which we train and develop our AI solutions.This digital infrastructure enables us to tackle bigger healthcare problems—from medical imaging solutions, to new AI healthcare solutions requiring more data and processing—helping to improve the standard of global healthcare and achieve our vision to impact one million lives per day.”

IT leaders in EMEA had the most uncertainty about the ability of their infrastructure to accommodate the needs of AI (49%), compared to leaders in Asia-Pacific (44%) and the Americas (32%).

In addition to digital infrastructure updates, the survey also highlighted the need for education and collaboration to enable IT teams to optimize the deployment of this infrastructure, with AI and machine learning expertise being sought by 37% of those growing their IT teams.

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Kagool’s latest research finds that senior IT leaders have concerns over their SAP S/4 data migration. The main concerns are data quality, data strategy, complexity of data landscape and data governance.

Data migrations are often fraught with issues, complications and delays, causing projects to run massively overbudget. According to Gartner, 83% of data migrations fail or exceed their allotted budgets and schedules.

One particular issue, is how late in the delivery cycle data migration problems surface – many programmes become unstuck at the User Acceptance Testing phase, which is often too late to recover in time for the planned go live date.

Dan Barlow, Group CEO of Kagool, explains, “Programmes appear as green throughout the delivery and quickly flip to red without enough time to rescue, and this normally comes with a multi-million pound bill to delay the programme!”

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Dan has seen many FTSE250 companies call-in Kagool for data migration health checks & rescue missions, as their transformation programmes have hit major problems very late on in the delivery.

SAP support for ECC ends in 2027. Organisations need to think about their migration to S/4 HANA immediately.

Kagool, a consultancy of SAP data professionals, are hosting a webinar on Tuesday 28 March for CIOs, CTOs and Data Managers to guide their data management journey to S/4 HANA avoiding the main pitfalls resulting in programme failure & delay. The webinar brings Kagool’s best and brightest SAP Data experts together discussing common Data Migration & Data Management challenges and approaches to solve them. Kagool will look deeper into people, processes and tooling as key enablers for success and contributors to failure.

Kagool’s data experts Sean Warner, Head of Data Management / Business Change and Lawrence Vinicombe, Principal Data Consultant will be hosting this webinar among other experts.

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Lawrence has 10+ years in the manufacturing and consulting sector leading many enterprise SAP data initiatives enabling business growth. Sean has 20 years of experience leading business and data change programmes, supporting data transformation journeys across multiple industries including manufacturing and automotive.

Lawrence highlights, “System integrators will only look to support the Loading of data into a target system, leaving the Extraction, Transformation, Validation and E2E Reconciliation to the business who are not equipped with the tooling, methods and governance to support such a complex requirement. Also the lack of a full and comprehensive preload cross object Data Integrity Validation process is a major cause for surprises, delays and unpredictability impacting many programmes. CIOs & Programme Directors don’t recognise how much programme risk and dependency is created on the Data Migration/MDM workstreams.”

The data migration webinar explores Kagool’s approach to avoiding the pitfalls that cause major delays to data migration programmes. By putting the right people, processes, and tooling in place at the start of a SAP migration, organisations can ensure a smooth programme, avoiding data migration rescue missions.

Joe Elliott MBE will also be joining as a guest speaker, to give insights from his significant executive expertise, based on his roles in the automotive industry and within Football Clubs. Joe has been a major part of Coventry City Football Club. In 2014, Joe was awarded the MBE for his ‘services to museums’.

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UiPath  a leading enterprise automation software company,announced significant upgrades to allow customers to modernize their software testing practices by migrating testing to the UiPath Business Automation Platform. With migration streamlined and comprehensive software testing natively available to all customers, UiPath provides CIOs and IT decision makers the opportunity to save costs by consolidating and automating testing in a single platform.

“One reference equated the time saved using UiPath for both RPA and Test Suite to a savings of $2.5 million for the company”

UiPath Test Suite combines the world’s leading robotic process automation (RPA) technology with omni-channel testing capabilities to sustainably accelerate scaling through continuous testing, cross-enterprise collaboration, and a consistent approach to create and deploy automations. Test Suite benefits practitioners who create automations and stakeholders who depend on automations, including transformation leaders, business users, customers, and partners.

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New UiPath Test Suite capabilities include:

• Migration accelerator service: migrates both Test Management and Automation assets from commonly used legacy solutions for customers looking to standardize testing on UiPath. Large enterprise customers using legacy solutions for application lifecycle management (ALM) can use this tool for easy migration to UiPath.
• Test Manager Hub: UiPath Test Manager connectors for ALM and testing tools for tighter collaboration and management across the software delivery team to support new test automation use cases.

Test Suite now integrates with more than 40 of the most popular ALM tools on the market after working in collaboration with Tasktop by Planview. With these new capabilities, UiPath customers can apply production-grade test automation on both modern and legacy applications, maximizing automation coverage of testing by automating what was previously difficult and complex.

“Customers are seeking to connect UiPath to their development toolchain, and these two new features of the UiPath Business Automation Platform are the latest innovations in automated testing,” said Dr. Gerd Weishaar, Senior Vice President of Product Management at UiPath. “CIOs and IT leaders can achieve software testing outcomes faster at a lower cost with our intuitive and scalable testing solutions included in the market’s only end-to-end automation platform. Organizations can leave disparate legacy testing tools behind and consolidate on the UiPath platform to modernize how teams manage and execute delivery of their software.”

Orica, one of the world’s largest mining and infrastructure solutions providers, is planning to use Test Suite to enable successful upgrades of its SAP S4 HANA software. “As we scale our automation program and build complex automations that will accelerate our business, the ability to automate testing within the UiPath Business Automation Platform will be critical,” said Chris Crozier, Chief Information Officer, Orica.

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“Digital innovation demands faster software deployment times which rely on continuous testing approaches to enable quality application delivery as part of DevOps pipelines,” said Melinda Ballou, research director of IDC’s Agile ALM Quality and Portfolio Strategies service. “Software testing tools that enable ease of access and coordination with RPA environments such as UIPath’s and broadly used development environments bring opportunities to execute more quickly to improve software velocity and business execution.”

Earlier in 2022, UiPath was named a Leader in the IDC MarketScape: Worldwide Cloud Testing 2022 Vendor Assessment – Empowering Business Velocity.* The report, which includes UiPath for the first time among traditional software quality tools, examines cloud testing adoption trends and their influence on organizational success through the development of secure, high-quality software.

The IDC MarketScape report recognizes UiPath for capitalizing on its RPA technology and dominant position in the enterprise automation market to help enable timely, needed coordination and synergy for the testing of automations. “One reference equated the time saved using UiPath for both RPA and Test Suite to a savings of $2.5 million for the company,” the report states. To download a complimentary excerpt of the IDC MarketScape: Worldwide Cloud Testing 2022 Vendor Assessment.

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While investments in cloud migrations have surged, organizations now must shift their focus to an ongoing journey in order to achieve expected outcomes at higher rates, according to new research from Accenture.

The report, titled “The race to cloud: Reaching the inflection point to long sought value,” is based on proprietary research as well as a global survey of 800 business and IT leaders. Building upon similar research Accenture conducted in 2020 and 2018, the report identifies where companies are on their cloud journeys and how much value they’re getting from their cloud investments across five areas: cost savings; speed; business enablement; improved service levels; and resilience / business continuity.

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“Companies have raced to cloud and they see clear value there, but may be encountering harder terrain than they expected. Getting the full value potential out of cloud requires a mindset shift — a focus on cloud as a continuous and constantly evolving journey, not a destination,” said Karthik Narain, global lead of Accenture Cloud First. “It’s a commitment to continuous reinvention — learning new skills, embracing new technologies, with cloud strategies that optimize operations, accelerate growth and open up new business models.”

Accenture’s research revealed the following four major findings:

1. Cloud commitment has surged. Cloud is now fundamental to achieving strategic business goals, as 86% of companies report increasing the scope and volume of their cloud initiatives since 2020. Additionally, the vast majority of cloud users now have hybrid cloud environments (public and private) and a large percentage use multiple public cloud providers (multi-cloud).
2. Organizations achieving greater outcomes are the ones further along in their cloud journeys. Heavy adopters continue to fully achieve their outcomes more frequently, 47% on average, than medium (36%) or low adopters (21%). Not surprisingly, higher achievement levels also correlate with greater use of third-party managed services. Almost half (45%) of companies fully achieving their outcomes are using managed services to a great degree.
3. Ambitions expand beyond cost savings as the cloud journey continues with more complexity. Companies are investing more in the cloud, but nearly 7 in 10 (68%) still consider their cloud journeys incomplete. Having picked the low-hanging fruit — i.e., with lifting and shifting an application from an on-premise host to a cloud service — they are now migrating more complex and business-critical systems but haven’t yet realized the full value of their investments. Cloud environments are growing more complex. Businesses that consider their cloud journeys complete (32%) are putting themselves at risk in a dynamic market environment as those that stand still get left behind.
4. Stubborn barriers from past years remain. To unlock further cloud value, companies must move more complex and business-critical systems. When asked to identify the top barriers to achieving value from [their] cloud [investments], respondents cited “security and compliance risks” and “complexity of business and operational change,” with 41% of respondents placing them in their top three barriers overall. “Legacy application modernization” was close behind, with 39% of respondents listing it in their top three barriers.

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“The challenge ahead will be in how companies can build a strong digital core. The opportunity ahead will be in how we can help our clients use the cloud as their operating system to bring together data, AI and applications, and optimize their operations and accelerate growth,” Narain said.

With myriad technologies and greater complexity, Accenture recommends five key practices for companies to unlock more cloud value. Organizations should look beyond technology adoption and change the way they think and act. Pursue business and industry advantage. Focus on designing and operating in the Cloud Continuum to combine the vast capabilities from public and private to edge and everything in between. This includes transforming IT estates and complex business-critical systems and tapping into trapped data for total enterprise reinvention. Most importantly, organizations also need to reimagine their operating model and talent to thrive in the Cloud Continuum. Skilled architects are essential to navigate the plethora of technical decisions. Finally, managing the dynamic, variable costs requires new forecasting mechanisms and processes. It’s paramount to master cloud economics to optimize cloud spend.

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DataDome, a leading provider of AI-powered online fraud and bot management, is proud to announce that for the second reporting period in a row, it has been recognized as a Leader in the G2 Grid Report for Bot Detection and Mitigation, receiving the highest satisfaction score among products in the market. DataDome was also recognized as a leader in the G2 Grid Report for DDoS Protection Software, again receiving the highest satisfaction score, with users reporting  they would be likely to recommend DataDome at a rate of 97%.

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Touting more than 60 reviews from security and IT leaders, DataDome was celebrated for its ease of use,  ease of setup, and quality of customer service across both categories.  As the Chief Technology Officer at an e-commerce company stated, “DataDome is easy to manage. It provides an intuitive interface to assess the bot traffic.” Other users agree, with one praising DataDome for its “full coverage and easy to setup solution with great onboarding staff.”

“We are so appreciative to our users for again recognizing DataDome.  We have always set out to be a force multiplier, empowering our customers to focus on revenue driving activities, instead of bot attacks. It’s inspiring to see how well received our efforts are to deliver frictionless, reliable protection,” says Benjamin Fabre, CEO of DataDome. “It’s no small feat to provide the most accurate protection in the market, and it wouldn’t be possible without the trust our customers place in us.”

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DataDome’s award-winning bot and online fraud solution detects and mitigates attacks  on mobile apps, websites, and APIs in real time, protecting 250+ enterprises from account takeover, scraping, payment fraud, DDoS, credential stuffing, and more.

Today’s announcement comes on the heels of DataDome being ranked no. 247 on the 2022 Deloitte Technology Fast 500, as well as being  ranked the 21st cybersecurity company on the 2022  Inc. 5000 list. The Great Place to Work certified company was also recently named a “Strong Performer” in bot management in The Forrester Wave: Bot Management, Q2 2022 report, and has won several industry awards, including  the CNP Customer’s Choice Award for Best Anti-Fraud Solution,  Global Business Technology Award for Best Application of Tech – Security, and the Cybersecurity Excellence Award for Bot Defense.

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