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Marlin Equity Partners to Acquire LiveOps Cloud Platform Business

Marlin Equity Partners to Acquire LiveOps Cloud Platform Business

LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform.

Venture capital firm Presidio Partners, an existing investor in LiveOps, participated in the acquisition alongside Marlin. Current LiveOps CEO, Vasili Triant, will remain at the helm of the newly acquired SaaS-based company, which will continue to operate as an independent entity focused on the ongoing development and innovation of its cloud contact center platform.

The LiveOps Agent Services business, formally split from LiveOps, Inc. in 2014, will continue to be a separate organization led by current General Manager of Agent Services, Greg Hanover. It has not been acquired as part of the agreement with Marlin, and will remain an active LiveOps Cloud Platform customer.

The award-winning LiveOps Cloud Platform has seen 84 percent growth in the last two years. The platform is a pure cloud offering that allows businesses of all sizes to rapidly deploy an instantly scalable, true multi-tenant contact center solution for unmatched quality of service, flexibility and business results. LiveOps Cloud Platform’s success is built on the company’s understanding that customer service isn’t just one of a brand’s primary differentiators, it’s the only one that matters.

Vasili Triant commented, “LiveOps has undergone a significant business transformation in the last few years that has seen us gain strong market share in both our contact center and agent businesses.

We’ve built a strong software platform based on our 14 years of experience, taking the lessons learned from our contact center agents, and the brands that employ them, to create the most comprehensive cloud contact center offering on the market today. Marlin shares our vision of creating outstanding experiences for brands and their customers via cloud-based services and we’re excited to take the next step in our evolution with them as our partner.

We believe that this acquisition positions both LiveOps businesses to refine and focus on their individual strategic objectives to accelerate growth. LiveOps has undergone a significant business transformation in the last few years that has seen us gain strong market share in both our contact center and agent businesses. 

We’ve built a strong software platform based on our 14 years of experience, taking the lessons learned from our contact center agents, and the brands that employ them, to create the most comprehensive cloud contact center offering on the market today. Marlin shares our vision of creating outstanding experiences for brands and their customers via cloud-based services and we’re excited to take the next step in our evolution with them as our partner. We believe that this acquisition positions both LiveOps businesses to refine and focus on their individual strategic objectives to accelerate growth.

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Next-Generation Customer Experience Chief Customer Officer

New REPORT: Leading the Thought Paradigms in Future of Work

New REPORT: Leading the Thought Paradigms in Future of Work

People spend more waking hours at work than anywhere else. So it’s no surprise that in a fast-changing world, the workplace is transforming. As part of the larger digital transformation of business, the future of work is being discussed as a wide range of developments in both technology and culture. It is already driving massive innovation and become an opportunity for competitive advantage.

This report, from influencer marketing platform Little Bird, identifies the top 20 thought leaders on the Future of Work that the business world is paying attention to. It also identifies the top 20 companies paying the most attention to conversations about this topic.

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According to LittleBird, the following 20 people don’t just talk about the Future of Work, they are among the smartest, most-connected people in the world talking about it. They won the respect of their peers through connecting and participating in social conversations. By observing who the community watches most, we can discover some of the best sources for intelligence and perspective in the future.

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A new way for companies to keep ahead of market trends and gain a competitive advantage is to pay attention to the things thought leaders are saying on social networks. There’s incredible potential for companies to seize new competitive advantages, and grow their bottom line, all while benefitting the people who work for them. The next section shows the top 20 companies that are paying attention to the things that Future of Work experts are saying.

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While my main coverage is not Future of Work, it is very related to this because bad customer experience comes from what employees implement- strategy, process, people, resources, technology –and if the people don’t have a good work experience they can’t create can amazing experience for customers. Just can’t happen.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering the Future of Customers, Work and Engagement

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Future of Work Chief Customer Officer

Microsoft Convergence EMEA Conference Announces New Innovations in #IOT and Digital Transformation Solutions

Microsoft Convergence EMEA Conference Announces New Innovations in #IOT and Digital Transformation Solutions

The purpose of the digital transformation capabilities? So companies can reach out and better connect with customers. Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. Their focus has been on transforming their CRM offerings to leverage the full power of Microsoft – harnessing the strength of the intelligent cloud to help companies deliver amazing customer experiences across the breadth of sales, service, marketing and social engagements. Dynamics CRM’s strategy is clear: to enable organizations to personalize customer experiences – engaging customers at the right time, in the right place and with the right content; to give them the tools to be more proactive, and to empower them with the intelligence to be able to predict trends and identify patterns — to know what the customer needs and wants before they do.

Dynamics CRM 2016 is bringing the advanced analytics and machine learning capabilities of the Cortana Analytics Suite to preview their first intelligent, adaptive processes for sales, customer service and social:

  • Intelligent selling with cross-sell recommendations so sales reps can predict which products and services a customer will need during the sales cycle.
  • Intelligent customer service with knowledge articles recommendations to empower service agents with answers to questions so they can more effectively resolve customer cases and solve problems on the spot.
  • Intelligent social with machine learning capabilities powering sentiment analysis, as well as the ability to process significant streams of data to detect social posts that are most likely to be customer service cases or new leads.
  • Intelligent collaboration with Delve functionality to surface trending content that is most relevant to what a person is working on.

In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service:

  • Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365. In CRM 2016, they’ve enhanced the CRM app for Outlook, delivered templates for their immersive Excel experience, simplified the creation of personalized sales documents in Word and enabled seamless access to contextual CRM documents across SharePoint, Office 365 Groups and OneDrive for Business.
  • Mobility – CRM 2016 features full offline mobile capabilities for phones and tablets, the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and next generation Cortana integration that surfaces CRM data for key sales activities, accounts and deals, and mobile marketing with SMS capabilities available with Dynamics Marketing in four countries.
  • Unified Service – CRM 2016 delivers a single, unified solution for Customer Service across self-service, agent assisted service and field service. Building on the integration of Parature knowledge management in spring 2015, they now have a new role driven agent experience with the Interactive Service Hub, native Knowledge Management, surveys to capture voice of the customer and field service capabilities with our recent acquisition of FieldOne.

The future? They look to the future, and will continue to combine the strength of the intelligent cloud platform to their business application service where organizations will be empowered and proactive – saving costs, increasing customer loyalty and even saving patient lives. For example, combining the field service capabilities from FieldOne with the power of the Azure IoT suite, will be able to deliver predictive maintenance right to the user, so companies can move away from a break-fix model to actually provide service before a breakdown.  This will save time while creating efficiencies and predictability and increasing customer loyalty.

Intelligent customer engagement is here with Dynamics CRM 2016. This comprehensive release further strengthens their position as a leader in the CRM market and most importantly, brings even more value to our customers.

Interesting developments continue to come from Dynamics CRM. Looking forward to 2016.

Dr. Natalie Petouhoff

VP and Principal Analyst, Customer Facing Applications and IOT

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Next-Generation Customer Experience Chief Customer Officer

New Research: Retail Customers Continue to Gain Power

New Research: Retail Customers Continue to Gain Power

As a result of the proliferation of digital technologies, the power in the retailer-consumer relationship continues to shift from the retailer to the consumer. New research by Constellation identifies five trends indicative of this shift. Retail supply chains must respond to these trends to maintain relevancy as customers continue to gain power. 

Download an excerpt of this research here

DOWNLOAD EXCERPT

Five Trends Shifting Power to Retail Customers

These five trends represent true disruptions that grant the consumer greater power in the retailer-consumer relationship. Retail and CPG supply chains seeking to serve digitally empowered consumers must change their standing inventory, logistics and access models. 

Read more about the shift in retail power in the research report, "Five Trends Shifting Power to Retail Customers"

Matrix Commerce Next-Generation Customer Experience Sales Marketing Revenue & Growth Effectiveness Innovation & Product-led Growth Tech Optimization Data to Decisions B2B B2C CX Customer Experience EX Employee Experience business Marketing eCommerce Supply Chain Growth Cloud Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP Leadership finance Social Customer Service Content Management Collaboration M&A Enterprise Service AI Analytics Automation Machine Learning Generative AI Chief Customer Officer Chief Marketing Officer Chief Supply Chain Officer Chief Data Officer Chief Digital Officer Chief Executive Officer Chief Financial Officer Chief Growth Officer Chief Information Officer Chief Product Officer Chief Revenue Officer Chief Technology Officer

Microsoft announcements at Convergence Barcelona - Office365. Dynamics CRM and Power Apps

Microsoft announcements at Convergence Barcelona - Office365. Dynamics CRM and Power Apps

Microsoft is currently having its European Convergence conference in Barcelona - and has unleashed three major announcements, my colleague Alan Lepovsky and me take a first stab analyzing them.


 
So let's take a peek:
 
 
If you don't have a chance to watch - here are some of my takeaways - check for Alan's on his blog here:
 
 
  • Office365 becomes secure and analytical - It looks like Microsoft is (finally) bringing together its Skype, Lync, Analytics, Cortana, Machine Learning capabilities to the benefit of the Office 365, a good development.
      
  • MSFT Dynamics CRM now GA - Good to see Microsoft extending its CRM capabilities, bringing together its Machine Learning and Analytics capabilities for the benefit of CRM users, also good to see.
     
  • PowerApps now enable business users - Good to see empowerment of end users - there will be a steep learning curve for business users building apps. But they are now in charge of their 'App Destiny' and are likely to step up to the task over time. IT leaders should not stop the ability - but find scalable ways of enabling business users to build their next generation Apps with e.g. Microsoft PowerApps. 

MyPOV

It's good to see Microsoft executing faster and bringing together new capabilities. Of course it helps to have a scalable and successful underlying infrastructure with Azure. And Azure innovations trickle through to Microsoft offerings higher in the technology stack - like Office 365 and Dynamics. Also good to see  brand new offerings leveraging this infrastructure, like PowerApps (who re-use capabilities announced to developers at the Build conference in spring) which is key for the future of many established vendors. 
 
End user programming is likely to disrupt the enterprise software landscape, so it is key for the established vendors like Microsoft to have an offering in place. What will help Microsoft is that it has a strong 'higher ground' in its ecosystem - with millions of Office users. And again can leverage industry partnerships it has put in place before with a large diversity of vendors - like SAP, Oracle and Salesforce.com - which allows richer end user applications than other similar platforms. 
 
Exciting time at Microsoft - we will be watching. 
 
Future of Work Tech Optimization Data to Decisions Innovation & Product-led Growth New C-Suite Next-Generation Customer Experience Microsoft PaaS Chief Information Officer Chief Experience Officer

Industry Disruption - Healthcare Company Goes to 0 Data Centers in 12 months

Industry Disruption - Healthcare Company Goes to 0 Data Centers in 12 months

During Constellation Research's Connected Enterprise event in Half Moon Bay last week, I had the chance to catch up with Shawn Wiora, CIO and CISO of Creative Solutions in Healthcare.

 


Creative Solutions in Healthcare is the largest independently owned and operated provider of skilled nursing facilities in Texas. But let's take a look:


 

If you don't have a chance to watch - here are the key takeaways:

 
  • Start with a security audit first when taking over a new IT landscape. Wiora and the team developed a "Framework first, toys second" approach as a mantra for the next steps.
     
  • Often HIPAA is used as an excuse for not being able to move to the cloud, but Wiora has read the law a few times, and there is nothing in the law that prevents healthcare companies from going to the cloud. As of today Creative Solution in Healthcare is the first healthcare company to have made the leap to the public cloud, to the best of our knowledge.
     
  • Creative Solution in Healthcare used VMware vCloud Air, going from physical servers to a virtualized environment and moved from on premise data center to a public cloud data center.
     
  • Wiora and the team had to move a lot of loads, but also used SaaS vendors like Ceridian Dayforce, Pointclickcare, in total over 40 different software vendors were involved, taking about a year for the whole process to virtualize loads and move them to the public cloud.
     
  • Start small - Wiora started with IT servers, then moved on to the rest of the loads, virtualizing first and then moving to the public cloud.
     
  • Security and Operations are handled better in the public cloud data centers than what Creative Solutions in Healthcare could have done on premises.
     
  • Wiora and the team were aware of the cultural impact and provided members of the IT team a career road map, how they could guide their career onward. Training was offered to all IT team members, and all employees took advantage of the offer.
     
  • One of the key benefits was that the IT team is now spending more time with the business, effectively being more engaged with the business as the need to take care of technology has gone down from 80% to 50% of the overall work time.

MyPOV

    All to often we hear that legislation and compliance holds back innovation for enterprises. Kudos to Wiora and team for not believing on hearsay but reading the relevant law - and having the guts to then decide to act in an innovative way, moving all systems from on premises to the cloud. My hope is that this will inspire other IT executives to take a new and fresh look at the legislative burdens, hearsay is not a good best practice to run enterprises. For the healthcare industry this should act as both an inflection point and a wake up call. We will be watching. 
    Tech Optimization Innovation & Product-led Growth vmware SaaS PaaS IaaS Cloud Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP CCaaS UCaaS Collaboration Enterprise Service Chief Information Officer Chief Technology Officer Chief Information Security Officer Chief Data Officer Chief Executive Officer

    Will Digital Driver licenses make driving without a mobile an offence?

    Will Digital Driver licenses make driving without a mobile an offence?

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    Given my job of watching, advising and progressing digital transformation, a technology savvy wife, and three digital native to the core children aged 10-13 it is no surprise that the impacts, both foreseen and unforeseen, of digital are a regular discussion point at the dinner table in our house, (a device free dinner table, I might add).

    Tonight the discussion centered on the impact of the digitization of driver licenses, and other related identification forms. New South Wales, and Australia for that matter, has been way to slow at a commercial and government level for digital, but it is changing in an accelerated fashion due to increasingly strong leadership particularly from new Australian Prime Minister Malcolm Turnbull.

    On Nov. 24th, 2015, after months of speculation and discussion the NSW government announced that digital licensing for fishing and responsible service of alcohol will commence in 2016, with driver licenses to follow in 2018.

    Clearly the technology is so close, yet so far away from reality.

    The deep and complicated levels of security, intergovernmental legislation and cooperation that will be required to ensure the program works in a secure fashion are still far from consideration, let alone being settled. Will all Australian states accept digital licensing? Will it be accepted as a valid form of identification overseas, for example when renting a car or checking into a hotel?

    One of the great discussion points that arose today from the Sydney Morning Herald was the possibility that drivers could be fined for not having their mobile charged. https://t.co/6gjZsRdy6Q – whilst Service NSW informed the SMH that drivers would not be charged for failure to produce a driver license with a flat mobile, it is clear that if the digital license is the default then a flat or lost phone will be a critical potential issue. Driving without a mobile could well be an offence in some jurisdictions let alone make any transaction virtually impossible as physical money dies a slow death.

    It is also worth noting the issue of digital equity at this point. There can be no mandate to go digital to reflect that whilst the majority of Australian residents are able to enjoy premium personal technology, not everyone is. For government the digital solution cannot be the only solution.

    Hopefully this type of transformational, but predictable outcome of digital integration can convince Apple in particular to improve the battery life of the iPhone by 2018.

    Each day there is examples of the benefits of digital transformation for local and global communities. These are typically of significant benefit, but just as a flat mobile will challenge the ability to present identification to authorities, the downsides of digital need to be explored through trial deployments and clear thinking of the unknown outcomes as well as the known outcomes.

    If you require further information, please contact Phil Hassey, Founder capioIT. capioIT is an advisory firm focused on helping organisations to understand emerging technology as the world becomes Digital. Phil may be contacted easily in the digital and real world.


    New C-Suite Chief Customer Officer

    How to Avoid Busy Brain

    How to Avoid Busy Brain

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    There is no doubt that we all feel overwhelmed from time to time. It’s natural. But a few years ago I noticed that the pace of change had markedly accelerated to the point where it was changing other things. It was changing our capacity to create and innovate. It was crippling our ability to effectively “spend time” with people that we care about. And it was skewing our sense of entitlement and investment.

    What we all seemed to be suffering from as the state of “busy brain”.

    Think, for example, how many times you have done the following in the last week:

    • Shared a link without checking it first
    • Stayed awake too late at night doing work
    • Relied on alcohol or drugs to slow your body rhythms
    • Avoided exercise because there is not enough time in the day
    • Were impatient with a child or a colleague

    Because we are consistently rushing from meeting to meeting, task to task and tweet to tweet, we forget.

    We forget the reason. The purpose. The force of the activity that drives us.

    And we do so because we have given over to busyness rather than focusing on business. Sometimes it seems that we are barely in the business of living.

    We are not just distracted but alerted. Buzzed and connected. We hurry between places, spaces and events not because we fear missing out but because our presence is marked on a hidden scale of check-ins, appointments and leaderboards. We have given over to the machine and it keeps its own counsel.

    So what are we to do?

    I like these simple suggestions from Deepak Chopra. And like everything simple, they require us to forego complication. Here’s to a less busy brain. Sleep well.

    Marketing Transformation Chief Marketing Officer

    The Final Mile – Part 2; The Complexity of IoT Protocols and APIs The importance of APIs has grown recently with IoT increasing the diversity of Protocols.

    The Final Mile – Part 2; The Complexity of IoT Protocols and APIs The importance of APIs has grown recently with IoT increasing the diversity of Protocols.

    IoT Devices broadly require a network transport to match the physical network characteristics and a data protocol able to communicate specialized data descriptions such as vibration, or pressure.  Sometimes the two may be combined for simple types of sensor deployments, or specific data extensions can be made to an existing recognized protocol, either from the IT Industry, or the Industrial Sector. An accelerating number of protocols has seen a huge growth in the requirements for API integration or translation capabilities often offering reusable API libraries.

    Research report now available: The Foundational Elements for the Internet of Things (IoT)

    Protocols are the last of the three key element of the so-called IoT ‘Final Mile’, along with Asset Digitation and Data Stream switches (add URL). IoT sensor and solution developers are focused on what, and how, IoT protocols should be able to have specific data definitions for different sensing types, functions, even different industry sector requirements. The use of multiple and specialized Protocols also introduces the need for well-defined APIs with toolsets for integration leading to the topic of APIs becoming a topic of increasing importance.

    The use of various forms of sensors is well established for ‘shop floor’ Operational Technology, or OT, in many manufacturing plants in small scale closed deployments. As such it’s a good working example of the development of a specialized sensor protocol into a common standard, one that today may be part of any manufacturing enterprise shift to large scale interactive IoT. In 1995 the popularity of the physical networking media of Ethernet led to the establishment of the ODVA as a formal industry body with hundreds of members to define suitable standardized common protocols. Amongst other work the ODVA developed the widely used, popular industrial network protocol CIP, standing for Common Industrial Protocol for Industrial use.

    CIP is a mature example containing many factors of the type that will need to be considered to communicate the special data descriptions for the vast range of different monitoring situations arising from full scale IoT. CIP provides Sensors and Sensing systems with definitions for various types of industrial data describing Motion, Motors, Transducers, etc., even extending these into functionality services to cover common types of Operational Technology, OT, requirements such as Energy Optimization, Synchronization or Motion Control.

    Whilst CIP is immensely popular in OT, it’s scarcely known, or applicable, to IT due to its specialized industrial data descriptions. This is the beginning of a new challenge in IoT’s ‘Final Mile’ as wider deployment of sensors to combines with wider numbers of types of sensor leading to new Protocol types, or unrecognizable extensions to existing Protocols. This same diversity will lead to the need for extensive API libraries with translation and integration platforms that may also include IT Process integration.

    Most references to IoT protocols will refer to four currently widely recognized and used protocols albeit with countless extensions that require different API support. There are also seven similarly recognizable new protocols under development by different consortiums around specialized features. Beyond these there is a long, and seemingly growing longer, list of other Protocols with various claims as to their benefits and selective use. Before listing these most recognizable protocols it might be useful to consider the particular interactions in an IoT systems that Protocols may have to be able to support;

    D2D        The requirement for communication and interaction of IoT Devices 2 IoT Devices

    D2S         The dedicated relationship between an IoT Device 2 an IoT Server usually locally

    S2S          Server 2 Server sharing of Data often at the level of virtual machines on Clouds

    Four Commonly Used and Extended Protocols

    Listing these four protocols in outline suggests that there is some considerable overlap, even standardization, and this may well be true in core functionality but in practice it there are many different implementations, or extensions, built on each. However it is their simplicity that makes them simple to use and has led to their popularity for relatively small-scale closed IoT deployments.

    MQTT     - A popular easy to use TCP based choice that offers both request/response and publish/subscribe features for Device to Servers, now an OASIS standard.

    XMPP     - Similar capabilities to MQTT, also using TCP transport, but with Security making it popular for Smart Phones where a person can interface to Security element

    DDS         - A more specialized protocol based on UDP rather than TCP that provides a fast Bus usually used to interconnect machines in Industrial IoT

    SNMP     - Also UDP transport based providing a simple request/response service suitable for Device to Server

    Seven Specialized Protocols being developed for IoT by Industry Consortiums

    In contrast the following group of seven consortiums are developing protocols with a particular focus on large-scale sophisticated IoT applications. Each is backed by a significant collection of powerful Enterprises including sector market leaders, however the diversity of these Enterprises own businesses means that their are often backing more than one consortium;

    Open Interconnect - Aims to provide an Open Source Protocol with a Wireless specification that will offer the necessary scale and capabilities to handle the billions of Devices interacting by 2020. Initially will offer Smart Home and Office capabilities. Promoted by General Electric and Intel.

    Industrial Internet A very powerful group of Global Players predominantly USA based focused on the Industrial Internet and Operational Technology rather than the consumer goods market present in other consortiums. I.I. is looking to select and combine other useful standards under the leadership of the Object Management Group, OMG. Promoted by General Electric, IBM and Intel.

    Internet 4.0A term used to describe the connected IoT environment as the third wave of the Internet. Initially promoted by the German Government in support of key German Manufacturing companies’ initiatives to develop competitive IoT connected smart manufacturing. Its format is more of an alliance for R&D under the IOT@work title effort to develop a long term comprehensive IoT stack. Promoted by EU, German Government, Siemens, and SAP.

    Thread  - A low power Mesh network protocol already in use for NEST Smart Homes on the 2.4Ghz unlicensed wireless spectrum with the advantage of being based on common existing transport protocols. Promoted by Google and ARM.

    Allseen AllianceA substantial consortium with the support of many large Consumer and White Goods enterprises based on Qualcomm AllJoyn free to use protocol. Promoted by Linux Foundation, Qualcomm and Microsoft.

    HomeKit A further wireless based protocol, but incompatible with other wireless protocols, such as Thread, driven by Apple to allow a single Device (Smartphone/Tablet/PC) to control many Devices including IoT group based services, (such as lock up home), with a single command. Promoted by Apple, and Qualcomm.

    Hypercat A UK Smart Cities centric consortium aiming to provide a sophisticated protocol that allows searching for Devices around functionality and uses self-describing metadata to define resulting data flows. Promoted by UK Government and British Telecom

    Three existing widely used API Integration Vendors who have added IoT capabilities

    It is obvious that with so many different protocols already in use, and the promise of others coming into use, that there is an interoperability/integration challenge hence the considerable amount of interest recently in APIs. Unsurprisingly on seeing the opportunity several startups have moved to launch products using a variety of descriptions for their API engines or Platforms aimed specifically at the IoT market. The following list identifies three IoT API market contenders, and is the followed by three established integration vendors who have mature capabilities extended to include the IoT and Social Marketing environments.

    XivelyLaunched by LogMein, an established Technology Vendor, aimed specifically at integrating different IoT Devices using different protocols via a centralized Web Service. Xively provides easy configuration to a standardized API over HTTP, Sockets and MQTT to allow interaction and connectivity to existing IT.

    Zetta Provides a hub and spoke architecture to link to their Cloud where the intelligence for the processing of events is provided as a managed service together with API integration and protocol conversion. Apigee is the company behind Zetta.

    TembooDescribed as an API Arbitration Platform this cloud based service sits over a wide range of third party APIs to offer developers a common Temboo format that hides individual API details using code elements within their cloud to bridge the differences. Function calls and Complex Event processing can take place in the same process no matter what Device with what Protocol is connected.

    Three Vendors with IoT Additions to their Integration and Processing Platforms

    SnapLogic The SnapLogic Elastic Integration Platform with sub toolsets was developed specifically to integrate Cloud based Services, be they public, private or hybrid of any type using a stream architecture for quasi real-time, low latency responses to events. A library of more than 300 ‘snaps’ cover analytics and big data sources, identity management, social media, online storage, ERP, databases and technologies such as XML, JSON, Oauth, SOAP and REST plus IoT protocols. New Snaps are easily built and added to the library, with operational scalability claimed as a major advantage together as a central Cloud service architecture provides unlimited scale up power.

    Automic are a long established provider of process automation across disparate environments who entered both the Cloud and Social Media markets some years ago, and are now adding IoT integration. Automic have a very rich set of features and capabilities covering all aspects of not just protocol integration, but security, process automation and data analysis all with continuous nonstop service updates. Loose coupled ‘final mile’ IoT diversity can be integrate with close coupled Enterprise IT Applications, quasi real-time Interactive Device groups can operate and interoperate with near real-time IT transactions. Automic is sophisticated solution for large-scale mission critical integrations that allows IoT to extend the value of existing processes.

    Mulesoft – started as an Open Source project in 2003 for quick assembly of Enterprise components and is now supported by over 200000 developers who have recently been added IoT integrations. The MuleSoft AnyPoint Platform provides API based integration and recent developer led projects have added, and are continuing to add to the library of specialized APIs for various IoT purposes.

    Currently the IoT market is awash with different protocols, and there is a substantive risk that, as with PC operating systems, the choice will be tactical/accidental driven by the choice of a particular sensor vendor for a first small scale deployment. API integration may well enable the flexibility to allow sensor driven protocol choices, and this may well be necessary given the wide spread of IoT device types in an Enterprise.

    However once a Protocol is adopted it is difficult to remove, accordingly even for first IoT pilots adding a selection criteria as to the protocol requirement is a recommended step. Similarly it is important to understand that selection of an API integration tool/platform is a long term strategic question, particular when integration with existing IT systems and processes is also required.

    Resource

    Research report now available: The Foundational Elements for the Internet of Things (IoT)

    Footnotes

    An excellent summary of the main features and uses for a list of protocols;

    Kim Row; Internet of Things Protocols.

    A case study on the Enterprise business benefits of API based protocol integration of Industrial Manufacturing Operational Technology, OT, with Information Technology IT.

    Stanley, Black and Decker cases study

    New C-Suite

    SAP User Base In The UK and Ireland Ready For Digital Transformation But Organizations Remain Cautious Of Vendor Claims To Assist

    SAP User Base In The UK and Ireland Ready For Digital Transformation But Organizations Remain Cautious Of Vendor Claims To Assist

    Recent UK & Ireland SAP User Group Report Shows Growing Prioritization Of Digital Transformation In The Boardroom

    At the 2015 UK & Ireland SAP user group meeting, over 1000 delegates attended the annual event in Birmingham, UK.  Amidst the organization’s own digital transformation, a new website and new logo were unveiled as well as a key survey of 107 user group members on digitalization. Summary of the findings show a growing importance of digital transformation as a board room priority:

    IMG_3760

    Summary of the findings show:

    • 30% of SAP user organizations have a digital strategy in place, with 36% in progress of digital initiatives without a confirmed strategy
    • 69% stated that digital transformation is a priority for their organizations
    • 87% noted they digital transformation of front/or back office functions
    • 69% plan to digitalize front and back office functions

    Point of View (POV): Boardrooms Sense Urgency In Digital Transformation

    With the average organization facing a challenge from non traditional competitors, Constellation believes these findings reveal a strong push from  boards to their executive teams to take action before it’s too late.   In fact, digital darwinism is unkind to those who wait!

    Success in digital transformation requires leadership from the top and these survey results provide a leading indicator of digital transformation efforts in the UK and Ireland.   One factor could be a more progressive base of companies belonging to the UK and Ireland SAP user group than in the past.  Another factor could come from the selection bias of respondents to the survey.  In any case, these results are surprisingly above an average of 25.8% in other Constellation surveys on adoption of digital transformation.

    Despite Vendor Hype On Digital Transformation, SAP Users See SAP As A Potential Partner

    Vendor hype remains a key concern by user group members.  The survey showed:

    • 58% thought vendors hyping digitalization and digital transformation
    • 80% see little value as vendor repackage offerings
    • 53% expect growth of data from digital initiatives
    • 82% concerned about related security risks
    • 47% see use or plan to use IOT
    • 67% see SAP as a potential partner in digital transformation
    • 53% have begun efforts with SAP
    • 18% thought SAP was an innovator

    (POV): SAP Has A Role To Play, But Much More Innovation Beyond SAP’s Portfolio

    As with other trends in the past, Constellation sees massive and growing vendor hype in not only capabilities, but also in repackaging offerings as “digital”.  Given the demand, and the need to move fast, many organizations must pay back technical debt in the transition to digital transformation requirements.  Despite the fact that 18% of the respondents see SAP as an innovator, 53% have begun efforts with SAP with the goal of paying back technical debt and aligning longer term strategies with existing infrastructure.  Conversations with user group members show that they seek assistance in shoring up and leveraging existing SAP investments.  However, most organizations are evaluating whether SAP has a role in broader business model innovation.

    Recommendations: How User Group Members Seek Path To Digital

    In conversations with over 100 organizations at the Birmingham event, five key lessons learned match Constellation’s experience in guidance to clients:

    1. Identify the board level business cases for digital transformation.  Users seek design thinking sessions to revisit future business models and gain strategic advice.  Organizations must revisit new business models and anticipate non-traditional challengers.
    2. Rebalance talent to address digital transformation requirements.  Users recognize a need for not only skills in data scientists, but also in design thinking and user experience.  The global war for talent at the upper end requires smart planning to recruit top talent.
    3. Drive down cost of existing tech ownership to pay for digital transformation.   Organizations look to independent support options to drive down maintenance and fund new projects.  Customers also seek to optimize their existing investments.
    4. Improve business and IT collaboration.  Success requires organizations to apply dev ops principles to accelerating innovation.  Business leaders must take responsive and decisive actions so that IT can deliver on clear requirements.
    5. Understand the role of SAP in digital transformation initiatives.  Whether to optimize existing investments or to consider SAP in future investments, customers should map the SAP road map to an organizations’ business priorities.

    Get All 10 Lessons Learned From Disrupting Digital Business

    As with the beginning of every revolution, those in the midst of it can feel it, sense it, and realize that something big is happening. Yet it’s hard to quantify the shift. The data isn’t clear. It’s hard to measure. Pace of change is accelerating. Old rules seem not to apply.

    Sometimes when you are in the thick of it, it’s hard to describe what’s happening.  In the case of digital business, these models have progressed over the past 20 years.  However, non-traditional competitors have each exploited a few patterns with massive success. However, as the models evolved, winners realize there are more than a handful of patterns.

    Lesson 1 – Transform Business Models And Engagement

    Lesson 2 – Keep The Brand Promise

    Lesson 3 – Sell The Smallest Unit You Can

    Lesson 4 – Know That Data Is The Foundation Of Digital Business

    Lesson 5 – Build For Insight Streams

    Lesson 6 – Win With Network Economies

    Lesson 7 – Humanize Digital With Digital Artisans

    Lesson 8 – Democratize Distribution With P2P Networks

    Lesson 9 – Deliver Intention Driven, Mass Personalization At Scale

    Lesson 10 – Segment by Digital Proficiency Not Age

    Get The Book Now Before Digital Darwinism Impacts You

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