If there is one constant about technology is its ever-changing nature. Within a year, what was so modern may be obsolete. That is why there are always new software trends to watch out for. The high adoption rate could explain why developers stay on top of innovation. As of 2020, 60% of companies were already implementing cloud computing.
Software as a Service (SaaS) takes the largest cloud computing market share. The revenue generation in 2019 was at a staggering $100 billion. AI, Machine Learning, blockchain, Augmented reality, and big data are other examples. Such software is changing how we work and live.
Chatbots, AI, and omnichannel contact centers are streamlining customer service. With the increasing internet penetration, tech innovation is not going to slow down.
Our article explores some software trends to watch out for in 2022.
Omnichannel Contact Center Solutions
In the modern world, a business must meet customers wherever they are. There are so many touchpoints customers use to interact with businesses. This includes phone, email, social media, SMS, and more. That has led to the concept of multichannel marketing. The company uses various channels to reach customers.
But getting to customers on many channels is one thing. Ensuring a seamless, customer-centric experience is crucial. And that is the main focus of omnichannel marketing.
One software that will transform customer experience is the omnichannel contact center solution. Some of the benefits include:-
- Seamless integration of the multichannel platforms
- Better personalization of the customer experience
- Quality management and real-time reporting tools
- 3rd party integrations like CRM, AI chatbots, video chat, and voice
- Smart call routing and interactive voice response, etc.
With the omnichannel contact center software, agents can better handle customer issues. No more delays in response time or service provision because of outdated technology.
Blockchain is a rather new entrant in the tech field. Indeed, it wasn’t until 2008 that the world took real notice. But since then, there have been massive strides, with adoption rates increasing.
The strength of blockchain lies in the decentralized distribution network. There is no oversight or authority figure involved. The peer-to-peer network is self-driven and has tons of potential outside of finance.
Imagine being able to track the exact origin of a product you want to buy. This could reduce fraud or counterfeits that flood the market.
Companies can use blockchain traceability to manage supply chain logistics. Blockchain immutability means no one can tamper with the data. The blockchain ledger stays in a permanent and unalterable state. The history of transactions stays as is for eternity.
The immutability is an excellent benefit for companies that deal with sensitive client information. Think finance, healthcare, or, indeed, any other organization. Further, it can help with processes like auditing. There will be higher efficiency, integrity, and trust.
The emergence of NFTs (non-fungible tokens) is also worth noting. You can now sell or trade in videos, audio records, images, etc.
As of 2021, the NFT market share was $4.36 billion. Industry predictions are pretty optimistic at a CAGR of 23.9% by the end of 2022.
We can expect blockchain adoption and implementation to continue rising. The sector will also become a significant employer. The need for skilled developers is on the rise.
Artificial Intelligence (AI) and Machine Learning (ML)
In 2022, AI and ML are nothing new. But they make it to our list because of the continuous improvements to the software. Innovations keep popping up, bringing in tons of functionalities.
Image and speech recognition are helping with security. Voice assistants and navigation programs bring such convenience to life.
Businesses are also adopting the use of AI and ML. For instance, omnichannel contact software solutions use the software to learn customer behavior. They can then recommend products, respond to queries and help with service personalization.
Conversational AI solutions are also helping with customer service. They incorporate machine learning, natural language processing, and speech-based technology.
The result is faster responses to customer issues. That is a critical component for businesses operating in the competitive modern market.
Cloud computing has led to massive savings for businesses. There is no longer a need for on-premise infrastructure. Neither does the business need to buy hardware or worry about installation and maintenance costs.
Cloud computing is a third-party service. All you do is sign up for a package and enjoy the facilities. Servers, networks, software, and hardware is not your concern.
Cloud computing also allows for scalability. As the business grows, the service providers give more resources. The reverse applies if, for some reason, you need to scale down.
Cloud computing service providers ensure top-notch cybersecurity as a value-add. It is a critical consideration for companies that collect a lot of data.
Remote working capabilities are another notable advantage of cloud computing. With remote working, ensuring quick and easy access to information is key. All the teams need is internet-connected devices and access privileges.
Edge computing reduces latency and bandwidth. It does this by bringing computing closer to the source of data. It can be through a sensor or the Internet of Things (IoT).
It is an excellent technology for the processing of time-sensitive data. The data does not need to travel through several servers, thus faster processing. With cloud computing, there may be delays in communication relay due to latency.
Edge computing is ideal where there is poor/no connectivity to centralized locations.
Edge computing is a cheaper option than cloud computing. This is due to the use of local area networks for data processing purposes. Companies get higher bandwidth, and the storage cost is much lower.
You also don’t need internet connectivity like you would in the case of cloud computing. It is possible to use local data processing. It makes edge computing excellent for areas that do not have internet access.
Keeping an eye on software trends is always exciting. It is not always about new technologies. Rather it is about the Increasing sophistication of some of the innovations. Artificial intelligence, for example, has been around for some time. But, every day, it expands its reach to new horizons.
AI in omnichannel contact center solutions and conversational AI revolutionizing customer service. That will have a direct impact on the company’s bottom line. Happy customers are return customers who remain loyal forever.
Cloud computing and edge computing are changing how we manage data. Blockchain may be the answer to counterfeits due to product traceability, and more. Indeed, watching software trends in 2022 and beyond is quite exciting.