AI, Unified Platforms Shape Australia’s Future Workplaces
The 2024 ISG Provider Lens™ Future of Work Services report for Australia reveals that Australian enterprises are increasingly adopting AI and analytics in digital workplace solutions to boost productivity and competitiveness. Companies are replacing legacy applications with AI, ML, and generative AI (GenAI) solutions to enhance flexibility and productivity.
Key trends highlighted in the report include:
- Exploration of large language models (LLMs) in service desks
- Adoption of platform-centric mindsets for seamless integration
- Investment in collaboration tools for hybrid work environments
- Growing interest in unified communication as a service (UCaaS)
- Increased use of AI-enabled automation in service desk operations
- Focus on sustainable workplaces and ESG goals
The report evaluates 37 providers across five quadrants, naming several companies as Leaders in various categories. It also addresses challenges such as cybersecurity concerns in remote work settings.
Il rapporto 2024 ISG Provider Lens™ Future of Work Services per l'Australia rivela che le imprese australiane stanno sempre più adottando l'IA e l'analisi nei soluzioni per il luogo di lavoro digitale per aumentare la produttività e la competitività. Le aziende stanno sostituendo le applicazioni legacy con soluzioni di IA, ML e IA generativa (GenAI) per migliorare flessibilità e produttività.
Le principali tendenze evidenziate nel rapporto includono:
- Esplorazione di modelli di linguaggio di grandi dimensioni (LLM) nei desk di assistenza
- Adopzione di mentalità centrate sulla piattaforma per un'integrazione senza soluzione di continuità
- Investimento in strumenti di collaborazione per ambienti di lavoro ibridi
- Interesse crescente nelle comunicazioni unificate come servizio (UCaaS)
- Maggiore utilizzo di automazione abilitata all'IA nelle operazioni del desk di assistenza
- Focus su luoghi di lavoro sostenibili e obiettivi ESG
Il rapporto valuta 37 fornitori in cinque quadranti, nominando diverse aziende come Leader in varie categorie. Affronta anche le sfide come le preoccupazioni per la sicurezza informatica negli ambienti di lavoro remoti.
El informe 2024 ISG Provider Lens™ Future of Work Services para Australia revela que las empresas australianas están adoptando cada vez más la IA y el análisis en soluciones de lugar de trabajo digital para aumentar la productividad y la competitividad. Las empresas están reemplazando aplicaciones heredadas con soluciones de IA, ML y IA generativa (GenAI) para mejorar la flexibilidad y la productividad.
Las principales tendencias destacadas en el informe incluyen:
- Exploración de modelos de lenguaje grande (LLM) en los escritorios de servicio
- Adopción de mentalidades centradas en la plataforma para una integración sin problemas
- Inversión en herramientas de colaboración para entornos de trabajo híbridos
- Interés creciente en la comunicación unificada como servicio (UCaaS)
- Aumento del uso de la automatización habilitada por IA en las operaciones del escritorio de servicio
- Centrarse en lugares de trabajo sostenibles y objetivos ESG
El informe evalúa 37 proveedores en cinco cuadrantes, nombrando a varias empresas como Líderes en diversas categorías. También aborda desafíos como las preocupaciones de ciberseguridad en entornos de trabajo remoto.
2024년 ISG Provider Lens™ 미래의 업무 서비스 보고서는 호주에서 호주 기업들이 디지털 작업 공간 솔루션에서 AI 및 분석을 점점 더 많이 채택하고 있다고 밝혔습니다. 이 기업들은 AI, ML 및 생성 AI(GenAI) 솔루션으로 레거시 애플리케이션을 대체하여 유연성과 생산성을 향상시키고 있습니다.
보고서에서 강조된 주요 트렌드는 다음과 같습니다:
- 서비스 데스크에서 대형 언어 모델(LLM) 탐색
- 원활한 통합을 위한 플랫폼 중심 사고방식 채택
- 하이브리드 작업 환경을 위한 협업 도구에 대한 투자
- 서비스로서의 통합 커뮤니케이션(UCaaS)에 대한 관심 증가
- 서비스 데스크 운영에서 AI 지원 자동화의 증가된 사용
- 지속 가능한 직장 및 ESG 목표에 대한 집중
이 보고서는 5개 구역에서 37개 공급자를 평가하여 여러 회사를 다양한 카테고리에서 리더로 지정합니다. 또한 원격 작업 환경에서의 사이버 보안 우려와 같은 문제를 다루고 있습니다.
Le rapport 2024 ISG Provider Lens™ sur les services futurs du travail pour l'Australie révèle que les entreprises australiennes adoptent de plus en plus l'IA et l'analyse dans les solutions de lieu de travail numérique pour améliorer la productivité et la compétitivité. Les entreprises remplacent les applications héritées par des solutions d'IA, d'IA générative (GenAI) et de ML pour accroître la flexibilité et la productivité.
Les tendances clés mises en avant dans le rapport comprennent :
- Exploration de modèles de langage de grande taille (LLM) dans les services d'assistance
- Adoption de mentalités centrées sur la plateforme pour une intégration fluide
- Investissement dans des outils de collaboration pour des environnements de travail hybrides
- Intérêt croissant pour la communication unifiée en tant que service (UCaaS)
- Utilisation accrue de l'automatisation habilitée par l'IA dans les opérations de service d'assistance
- Concentration sur des lieux de travail durables et des objectifs ESG
Le rapport évalue 37 fournisseurs dans cinq catégories, désignant plusieurs entreprises comme Leaders dans différentes catégories. Il aborde également des défis tels que les préoccupations en matière de cybersécurité dans les environnements de travail à distance.
Der Bericht 2024 ISG Provider Lens™ Zukunft der Arbeitsdienste für Australien zeigt, dass australische Unternehmen zunehmend KI und Analytik in digitalen Arbeitsplatzlösungen übernehmen, um die Produktivität und Wettbewerbsfähigkeit zu steigern. Unternehmen ersetzen ältere Anwendungen durch KI-, ML- und generative KI (GenAI)-Lösungen, um Flexibilität und Produktivität zu verbessern.
Wichtige Trends, die im Bericht hervorgehoben werden, sind:
- Erkundung von großen Sprachmodellen (LLM) an Service-Desks
- Annahme einer plattformzentrierten Denkweise für nahtlose Integration
- Investitionen in Kollaborationstools für hybride Arbeitsumgebungen
- Steigendes Interesse an Unified Communication as a Service (UCaaS)
- Erhöhte Nutzung von KI-gestützter Automatisierung in Service-Desk-Operationen
- Fokus auf nachhaltige Arbeitsplätze und ESG-Ziele
Der Bericht bewertet 37 Anbieter in fünf Quadranten und nennt mehrere Unternehmen als Führer in verschiedenen Kategorien. Auch Herausforderungen wie Cybersecurity-Bedenken in Remote-Arbeitsumgebungen werden angesprochen.
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Technology helps companies transform traditional work with collaboration tools, automation, service desk intelligence, ISG Provider Lens™ report says
The 2024 ISG Provider Lens™ Future of Work Services report for
“Economic forces, geopolitics, work modes and advances in technology will significantly change Australian workplaces in the next few years,” said Jason McAuliffe, workplace experience lead for ISG Asia Pacific. “Managed workplace solutions and services are evolving to address these changes.”
GenAI is the latest innovation to transform traditional workplaces, the report says. It can automate routine and complex tasks, speed up processes and enhance collaboration experiences. For example, Australian firms are exploring the use of large language models (LLMs) in service desks for ticket resolution through AI recommendations and to improve agent onboarding and productivity.
In
Integration is especially crucial for collaboration, especially with the rise of hybrid work, the report says. Enterprises are investing in tools that let remote and on-site employees seamlessly connect, regardless of location. New collaboration platforms offer greater flexibility and ways to communicate over multiple digital channels, and more Australian companies are engaging with unified communication as a service (UCaaS) providers for integrated contact center tools.
“The idea of a unified platform for communication across all departments is gaining traction,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Companies want to both streamline collaboration and give the help desk a cohesive view of operations.”
Automation is becoming the cornerstone of service desk operations, ISG says. Companies are turning to AI-enabled automation to streamline routine tasks, shorten response times and free up agents to focus on issues that require more attention. Service desk strategies have shifted from pure cost control and service delivery to improving productivity.
The report also examines other workplace trends in
For more insights into the workplace challenges facing Australian enterprises, including concerns over cybersecurity with remote work, plus ISG’s advice for addressing these issues, see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Future of Work Services report for
The report names Capgemini, HCLTech, Infosys and TCS as Leaders in all five quadrants. It names Fujitsu, NTT DATA, Unisys and Wipro as Leaders in four quadrants each. Accenture is named as a Leader in three quadrants, and Datacom and DXC Technology are named as Leaders in two quadrants each. Deloitte, EY, Kyndryl and PwC are named as Leaders in one quadrant each.
In addition, Lenovo and Wipro are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
A customized version of the report is available from Unisys.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 among Future of Work service providers. HCLTech earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, which is part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
The 2024 ISG Provider Lens™ Future of Work Services report for
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including AI and automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in
View source version on businesswire.com: https://www.businesswire.com/news/home/20241021738458/en/
Press:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978-518-4520
isg@matternow.com
Source: Information Services Group, Inc.
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