May 17, 2020

What 2018 trends does IDC forecast for Australia’s IT industry?

IDC
Australian IT industry
Data-as-a-Service
Digital Transformation
Tom Wadlow
3 min
Aus at night
Digital transformation (DX) and the rise of data services lay at the heart of Australia’s IT industry development, according to a new study.

The Inte...

Digital transformation (DX) and the rise of data services lay at the heart of Australia’s IT industry development, according to a new study.

The International Data Corporation (IDC) has revealed its 2018 predictions in its report titled IDC FutureScape: Worldwide IT Industry 2018 Predictions — Australia Implications.

DX is a key feature throughout the analysis, which is broken down into 10 key trends. Among the standout figures is that 80% of Australia’s largest companies will be generating revenue from data-as-a-service, while 50% of the top 500 companies will be in full DX mode by 2021.

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The 10 trends identified by IDC are as follows:

1. DX economy tipping point

IDC:By 2021, at least 60% of Australia's GDP will be digitised, with growth in every industry driven by digitally enhanced offerings, operations, and relationships; by 2020, investors will use platform/ecosystem, data value, and customer engagement metrics as valuation factors for all enterprises.”

2. DX platforms 

IDC: “By 2020, 50% of AU500 will have fully articulated an organisationwide digital transformation platform strategy, and will be in the process of implementing that strategy as the new IT core for competing in the digital economy.”

3. Cloud 2.0 — distributed and specialised 

IDC: “By 2021, enterprises' spending on cloud services and cloud-enabling hardware, software, and services will more than double to over A$9.8 billion, leveraging the diversifying cloud environment that is 35% at the edge, over 15% specialised (non-x86) compute, and over 65% multicloud.”

4. AI everywhere 

IDC: “By 2019, 50% of digital transformation initiatives will use artificial intelligence services; by 2021, 85% of commercial enterprise apps will use AI, over 65% of consumers will interact with customer support bots, and over 60% of new industrial robots will leverage AI.”

5. Hyper-agile apps 

IDC: “By 2021, enterprise apps will shift towards hyper-agile architectures, with 85% of application development on cloud platforms (PaaS) using microservices and cloud functions (e.g., AWS Lambda and Azure Functions) and over 90% of new microservices deployed in containers (e.g., Docker).”

6. HD interfaces 

IDC: “By 2020, human-digital interfaces will diversify, as 25% of field service techs and 20% of info workers use augmented reality, nearly 35% of new mobile apps use voice as a primary interface, and nearly 55% of the consumer-facing AU500 organisations use biometric sensors to personalise experiences.”

7. Blockchain and digital trust 

IDC: “By 2021, at least 25% of ASX organisations will use blockchain services as a foundation for digital trust at scale. By 2021, at least 25% of Australian financial service providers, 40% of supply chain, 40% of agribusiness, and 20% of healthcare organisations will use blockchain networks in production.”

8. Everyone's a data provider 

IDC: “By 2020, 80% of large enterprises in Australia will generate revenue from data as a service — from the sale of raw data, derived metrics, insights, and recommendations — up from nearly 35% in 2017.”

9. Everyone's a developer 

IDC: “Improvements in simple ("low-code/no-code") development tools will dramatically expand the number of nontech Australian developers over the next 36 months; by 2021, these nontraditional developers will build 20% of business applications and 30% of new application features.”

10. Open API ecosystem 

IDC: “By 2021, more than half of the ASX companies will see an average of 45% of their digital services interactions come through their open API ecosystems, up from 10% in 2017 — amplifying their digital reach far beyond their own customer interactions.”

Sabharinath Bala, Senior Research Manager IDC Australia, commented: “The pace at which organisations generate digitally enhanced products and services will amplify their reach in the market and be key to their success.

“The ability to deliver digital at scale and across the enterprise is critical to win in the DX economy. The increased complexity in measuring the success of DX outcomes will force the C-suite and the digital leadership teams to establish unambiguous metrics and KPIs as part of their DX road map.”

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Jul 26, 2021

Five9: the cloud software industry leaders acquired by Zoom

five9
Cloud
contact centre
Catherine Gray
2 min
Following the announcement of Zoom buying cloud company Five9 for almost $15billion, we take a deeper look into the company’s history and success

Five9 is the leading provider of cloud contact centre software. Driven by a passion for transforming contact centres into customer engagement centres of excellence, Five9 have a deep understanding of the cost and complexity of running a contact centre.

Founded in 2001, Five9 help contact centres of every size create powerful connections. 

The company has over 20 years of cloud contact centre experience, reaches over 2,000 customers worldwide, and annually reaches over 7 billion customer interactions. 

Built on a highly reliable, secure and scalable cloud platform, Five9 makes it easy to rapidly trial and deploy new services. Its software also future proofs businesses by supporting AI and other emerging technologies.

Utilising cloud capabilities for improved customer experience

Offering software that creates more successful customer interactions, Five9’s cloud contact centre software increases contact centre productivity. This is without the capital expense and maintenance costs of premise-based systems.

Built on flexible architecture that adapts to a company’s changing needs, Five9 customers benefit from a secure, reliable and scalable contact centre.

Five9’s cloud contact centre platform also gives customers access to an extensive ecosystem of partners. Its platform can be enhanced with leading customer relationship management, analytics, workforce management, performance management solutions and telephony providers.

By utilising cloud technology, Five9 customers have access to the latest capabilities through no-touch, non-disruptive real-time upgrades.

Five9’s recognition for industry-leading software

As a leading cloud contact centre software provider, Five9 has been recognised by leading industry publications and organisations for its success and innovative solutions.

For the fourth consecutive year, Five9 has ranked as a global leader for The Aragon Research Globe for Intelligent Contact Centres 2021. 

Five9 was also one of only three providers to earn the MetriStar Top Provider award when evaluated as part of Metrigy’s global 2021-2022 Workforce Optimisation and Engagement research study.

Five9: Zoom’s first major acquisition

Zoom Video Communications has agreed to buy Five9 for about $14.7bn, marking the company’s first major acquisition.

This deal with Five9 will help expand the company’s Zoom Phone offering.

“I believe the combination of Zoom and Five9 will be a game-changer. Joining forces will create a transformative opportunity for two strong companies with complementary capabilities and shared values,” said Five9’s CEO, Rowan Trollope.

With Zoom’s reach and brand, the acquisition will help Five9 propel forward and help the company deliver on its goal of significant international expansion

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