Digital Contact Centre Bring Your Own Device Strategy

  • 25 July 2016
  • 1.24 MB
  • Version: 1.0
  • Author: Kevin Grant
Digital Contact Centre Bring Your Own Device Strategy

The Device Mesh

  • An expanding set of endpoints people use to access applications and information, or interact with people, social communities, governments and businesses.
  • Moves beyond the traditional desktop computer and mobile devices (tablets and smartphones) to encompass the full range of endpoints with which humans might interact.
  • Devices are increasingly connected to back-end systems through various networks, but often operate in isolation from one another.
  • As the device mesh evolves, we expect connection models to expand and greater cooperative interaction between devices to emerge. and greater cooperative interaction between devices to emerge.

We expect significant innovation in new types of devices during the next five years. This will create many new digital business opportunities, but also pose significant IT security and management challenges.

The device mesh includes:

  • Traditional computing and communication devices, including desktop and mobile devices
  • Wearable devices, including head-mounted displays that enable virtual and augmented reality
  • Home electronics and other consumer devices, including appliances
  • Transportation devices — including the automobile — that become digital endpoints
  • Environmental devices, including objects, cameras and other sensors in the IoT