AI, Unified Platforms Shape Australia’s Future Workplaces

Rhea-AI Summary

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.

Technology helps companies transform traditional work with collaboration tools, automation, service desk intelligence, ISG Provider Lens™ report says

SYDNEY--(BUSINESS WIRE)-- A growing number of enterprises in Australia are using AI and analytics in digital workplace solutions to become more productive and competitive, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2024 ISG Provider Lens™ Future of Work Services report for Australia finds that many companies are applying these tools to decision-making, process automation, predictive analytics and other requirements. Enterprises are replacing legacy applications to reach new levels of flexibility and productivity, often with solutions using AI, ML and generative AI (GenAI).

“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 Australia and elsewhere, enterprises are adopting a platform-centric mindset that lets them smoothly integrate best-of-breed workplace technologies with existing systems and processes, ISG says. Such an integrated strategy is necessary to maximize workforce performance through technology.

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 Australia, including the growing push for sustainable workplaces with energy management systems and the rising importance of environmental, social and governance (ESG) goals.

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 Australia evaluates the capabilities of 37 providers across five quadrants: Workplace Strategy and Enablement Services, Collaboration and Next-gen Experience Services, Managed End-user Technology Services, Continuous Productivity Services (including Next-gen Service Desk) and Smart and Sustainable Workplace Services.

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 Australia is available to subscribers or for one-time purchase on this webpage.

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 Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

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 Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

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.

FAQ

How are Australian companies using AI in workplace solutions according to the ISG report?

According to the ISG report, Australian companies are using AI in workplace solutions for decision-making, process automation, predictive analytics, and enhancing collaboration experiences. They're also exploring large language models (LLMs) in service desks for ticket resolution and improving agent productivity.

What is the significance of GenAI in transforming Australian workplaces?

GenAI is transforming Australian workplaces by automating both routine and complex tasks, speeding up processes, and enhancing collaboration experiences. It's the latest innovation helping companies reach new levels of flexibility and productivity in their digital workplace solutions.

How are Australian enterprises addressing the challenges of hybrid work?

Australian enterprises are addressing hybrid work challenges by investing in collaboration tools that allow seamless connection between remote and on-site employees. They're also engaging with unified communication as a service (UCaaS) providers for integrated contact center tools to streamline communication across all departments.

What trends in service desk operations are highlighted in the ISG report for Australia?

The ISG report highlights that automation is becoming the cornerstone of service desk operations in Australia. Companies are using AI-enabled automation to streamline routine tasks, shorten response times, and allow agents to focus on more complex issues. The focus has shifted from cost control to improving productivity.

Which companies were named Leaders in the ISG Provider Lens™ Future of Work Services report for Australia?

The report named Capgemini, HCLTech, Infosys, and TCS as Leaders in all five quadrants. Fujitsu, NTT DATA, Unisys, and Wipro were named Leaders in four quadrants each. Other companies named as Leaders in various quadrants include Accenture, Datacom, DXC Technology, Deloitte, EY, Kyndryl, and PwC.