CLOSING THE I.T. DELIVERY GAP IN GOVERNMENT WITH SECURE, HYBRID CLOUD [OG PARTNER]

EXECUTIVE SUMMARY

In this digitized age, with decisions increasingly driven by data and consumers who expect that there’s always an “app for that,” it’s not easy to be a CIO. Nowhere is this truer than in government, where budgets are shrinking while public sector IT departments are being asked to deliver more value every year — whether by building shared services, increasing security, being prepared to react to emergency situations, or just being more responsive to constituents.

In fact, the gap is widening between what public sector IT is expected to deliver and what business-as-usual can provide. Closing this IT services gap, this IT delivery gap, is not optional. And it’s happening with or without IT involvement. In a recent survey, 43 percent of US federal government respondents answered that their employees’ use of cloud apps and mobile devices was already making their organization move faster to the cloud.1 Unless IT can simultaneously make procure outside services on their own—bringing increased cost, complexity…..

Exclusive! Navigating the Frontiers of Emerging Technologies in the Philippines

The Philippines, situated within the Pacific Ring of Fire, is uniquely susceptible to a range of natural disasters stemming from its geographical location, including typhoons, earthquakes, and volcanic eruptions, which render it particularly vulnerable. Nevertheless, in response to these formidable challenges, the nation has embarked on an impressive trajectory of resilience enhancement, strategically emphasising the convergence of technology and preparedness as key focal points in their efforts.

As the impact of climate and its cascading effects intensify, the Philippines’ exposure to natural hazards and the significance of resilience has surged. Recognising the limitations of traditional disaster responses, the country has shifted focus. Instead of relying solely on those methods, they’re embracing forward-thinking strategies that integrate proactive measures and technological advancements to effectively confront these challenges head-on.

The core of this transition lies in the effectiveness of the integration of technology with disaster preparedness. This fusion of innovation and readiness is indispensable in the face of ever more frequent and severe natural calamities. In an era where data analytics, artificial intelligence (AI), and early warning systems have reached new heights, the Philippines is leveraging these technologies to build a nation better equipped to withstand and rebound from disasters.

The Philippines’ journey towards resilience is characterised by progressive solutions built on technology. From early warning systems that provide timely alerts to communities, to advanced data analytics aiding in disaster risk reduction, the country is pioneering approaches that safeguard its people, infrastructure, and economy.

Moreover, this evolution is not contained within national borders. The Philippines acknowledges the interconnectedness of global resilience, actively participating in international collaborations and sharing its expertise to enhance global disaster preparedness.

Tech-Driven Resilience

Engr. Niñaliza H. Escorial, the Deputy Executive Director of the Philippine Council for Industry, Energy, and Emerging Technology Research and Development (PCIEERD) within the Department of Science and Technology (DOST), discusses their vision in response to the rapidly changing global landscape of emerging technologies with OpenGov Asia.

She highlights the agency’s commitment to fostering advancements in Quantum technology, agreeing that it is in a nascent development stage. In a bid to enhance capabilities, PCIEERD is actively seeking collaborative partnerships abroad, emphasising knowledge exchange and capacity-building initiatives. The first step in this endeavour involves establishing an innovation laboratory in collaboration with DOST-ASTI, dedicated to Quantum technology research and development.

Engr. Niñaliza underscores PCIEERD’s dedication to technological innovation, particularly in advanced manufacturing, which greatly supports industries engaged in prototype development. They know the significance of acquiring substantial equipment, considering it pivotal in fostering growth and bolstering competitiveness within the industrial sector.

Acknowledging the pivotal role of blockchain technology within the technological landscape, PCIEERD is actively embracing its integration into their initiatives. Their strategic adoption of blockchain aims to fortify and elevate capabilities, emphasising the assurance of heightened security, transparency, and efficiency across an array of applications and systems within their purview. This deliberate incorporation signifies a proactive step towards optimising technological frameworks and operations for enhanced performance and reliability.

Simultaneously, PCIEERD is delving into Artificial Intelligence (AI), moving beyond exploration to practical applications. The focus extends to improving administrative processes through diverse AI applications. The agency is actively seeking ways to enhance and streamline administrative functions, emphasising efficiency and effectiveness.

Engr. Niñaliza elaborates on PCIEERD’s expansive AI initiatives, spanning various sectors to highlight the transformative capacity of AI applications. The agency is actively leveraging AI to revolutionise weather forecasting, understanding the critical necessity for enhanced accuracy and timeliness in predictions. This strategic utilisation of AI underscores their commitment to addressing pressing needs through technological innovation.

“By integrating AI into weather prediction models, the agency aims to enhance preparedness and response to changing weather conditions, contributing to overall disaster resilience,” Engr Niñaliza explains.

The focus extends to the projection and management of river systems, where AI technology proves invaluable in analysing complex hydrological data. This initiative enables more accurate predictions of river behaviour, vital for mitigating the impact of floods and ensuring sustainable water resource management.

As they also see the pivotal role of AI in ensuring a stable food supply, PCIEERD is deploying innovative AI applications in agro-industry. This includes optimising resource allocation, enhancing agro-industry practices, and improving overall crop yield and quality. These initiatives align with the agency’s commitment to harnessing technology for the nation’s food security.

AI has emerged as a vital tool in traffic management systems, with PCIEERD harnessing AI algorithms for monitoring and controlling traffic. Their goal is to ease congestion, improve transportation efficiency, and play a role in creating sustainable, more livable urban environments.

Within the manufacturing sector, PCIEERD’s focus extends to the integration of sensors, a strategic move to expedite production processes. This innovative approach enhances efficiency and precision in manufacturing, ultimately increasing productivity and global competitiveness.

Engr. Niñaliza expands on PCIEERD’s deployment of AI in health monitoring projects, specifically tailored for students. This proactive strategy facilitates early intervention, fostering a healthier learning atmosphere. It underscores the convergence of technology and public health, prioritising well-being within educational settings.

She highlights their steadfast commitment to making science accessible and relatable, especially to diverse audiences, with a primary focus on students. PCIEERD’s engagement in science communication is evident in strategically designed initiatives that foster a deeper understanding of scientific concepts.

Curated exhibits and workshops serve as dynamic platforms where students actively engage with scientific principles in a hands-on and immersive manner. These initiatives aim not only to impart knowledge but also to cultivate a genuine interest in science, aligning with educational curricula while promoting curiosity and exploration.

Taking cognisance of the evolving landscape of communication, PCIEERD actively harnesses the power of social media as a dynamic channel for disseminating scientific information. Through various platforms, the agency strives to reach a broader audience, transcending geographical constraints and connecting with individuals from diverse backgrounds.

The approach to science communication on social media is characterised by clarity, simplicity, and engagement, ensuring that complex scientific concepts are presented in an accessible and understandable manner.

PCIEERD’s main objective is to democratise science communication, making it accessible to individuals at all levels of familiarity with scientific concepts. The agency aims to simplify science, translating intricate ideas into language and visuals that resonate with the general public. This approach fosters a culture of inclusivity, breaking down barriers between scientific knowledge and everyday understanding.

By prioritising science communication from the grassroots level, PCIEERD contributes to a broader societal understanding of the significance of science and technology. Through these initiatives, PCIEERD is actively bridging the gap between the scientific community and the public, fostering a more informed, engaged and scientifically literate society.

The efforts go beyond conveying information; they aim to inspire a sense of wonder and appreciation for the role of science in shaping the world.

PCIEERD’s international collaboration efforts extend to studying and benchmarking different food systems around the globe, particularly in terms of food technology. By exploring and learning from a wide range of methods, the agency seeks to integrate innovative food technologies that enhance productivity, reduce waste, and promote sustainability in agro-industry.

The primary focus lies in improving methods in agro-industry, streamlining supply chains, and strengthening a resilient food system capable of tackling the challenges presented by a swiftly evolving world. Insights gained will inform effective strategies, technological applications, and policy frameworks, tailor-fitted to strengthen the Philippines’ food security measures.

Acknowledging the environmental impact of waste, particularly its movement, PCIEERD is actively engaging in international collaboration on waste management. Through shared knowledge and best practices, the agency aims to minimise the environmental footprint of waste, emphasising sustainable waste disposal methods and embracing circular economy principles.

“One strategic avenue of international collaboration involves studying guidelines, especially during pandemics,” she elaborates.

They are keenly aware of the critical importance of understanding and adapting to global best practices in managing food systems amid pandemics, PCIEERD aims to examine diverse approaches worldwide. The emphasis is on collaboration to realise the goal of innovating food security initiatives through the use of advanced technologies.

Engr Niñaliza highlights the transformative potential of food technology as an essential in the fight against food hunger in the Philippines. The agency aims not only to develop solutions but also to craft comprehensive strategies that encompass both the preservation and consumption aspects of food.

By leveraging cutting-edge advancements in food technology, PCIEERD aspires to revolutionise the production, storage, and consumption of food, with the ultimate goal of significantly mitigating hunger on a large scale.

PCIEERD’s focus on preservation extends beyond traditional methods. The agency is actively seeking to harness innovative food preservation technologies to extend the shelf life of perishable goods, reduce post-harvest losses, and enhance the overall efficiency of the food supply chain.

“Through these efforts, PCIEERD aims to ensure that a greater quantity of nutritious food reaches those in need, contributing to the alleviation of hunger in local communities,” Engr Niñaliza asserts.

Simultaneously, PCIEERD recognises the crucial role of addressing consumption patterns as part of its strategy. The agency accentuates the importance of educating and engaging the public, particularly the youth, in a comprehensive awareness campaign.

This campaign aims to foster a deeper understanding of the role of food technology in daily life, making the public aware of the benefits of innovative food products and promoting sustainable and healthy dietary choices.

Considering the pivotal role of AI in shaping the future, PCIEERD is committed to fostering AI literacy, especially among the youth. Initiatives are underway to raise awareness among young stakeholders, ensuring they grasp the potential and responsible use of AI technologies.

PCIEERD aims to empower the younger generation with AI knowledge, cultivating a pool of innovators who can contribute to the development and implementation of AI solutions in diverse sectors, including addressing food security challenges.

In terms of AI, PCIEERD’s international collaboration efforts encompass discourses on AI guidelines. The agency aspires to ensure that its AI initiatives align with global ethical standards and technological norms. Addressing ethical concerns related to AI is paramount, and through international collaboration, PCIEERD aims to contribute to the development of comprehensive and universally applicable guidelines.

Transformative Journey

Engr Niñaliza envisions a unified roadmap for all DOST agencies, the goal is to harmonise efforts and resources, creating a symphony of innovation across science and technology.

This blueprint aims to streamline initiatives, eliminate redundancies, and optimise resource allocation. The strategy leverages the collective expertise of each DOST agency, fostering collaboration for a greater impact on a national scale.

“By aligning priorities, the roadmap addresses critical challenges, from industry development to energy security and emerging technologies,” she says emphatically. “The holistic approach ensures that advancements in one sector enhance progress in others, creating a ripple effect of positive change.”

This vision fosters interdisciplinary collaboration, breaking down silos to adapt swiftly to emerging trends. The goal is to position the Philippines as a dynamic force in the global scientific community.

Engr Niñaliza’s dream for DOST-PCIEERD is one of convergence, collaboration, and collective impact. Guided by a shared roadmap, the vision propels the nation forward into a future where the transformative power of science and technology uplifts every aspect of Filipino society. Through this unified approach, DOST-PCIEERD actively crafts a legacy of innovation for generations to come.

Being the first female deputy at PCIEERD, Engr Niñaliza sees her role as a testament to the agency’s strides in inclusivity and merit appreciation. With 35 years of dedicated service, her journey reflects a commitment to progress and witnessed significant improvements in the research and development system.

Rising through the ranks, she brings valuable insights, navigating the dynamic field with a comprehensive understanding of internal workings. Notable is the evolution in research and development, marked by a commitment to innovation. PCIEERD’s culture values forward-thinking approaches, staying at the forefront of technological advancements and expanding horizons in industry, energy, and emerging technologies.

PCIEERD embraces upskilling, ensuring the team remains adaptable and proficient in the latest tools and methodologies. Innovative processes, from project conceptualisation to execution, streamline approaches and position the agency as a dynamic entity within the DOST framework.

The collective journey strengthens PCIEERD, equipping it to fulfil its mandate with resilience. Engr Niñaliza takes pride in contributing to this positive trajectory and looks forward to advancements through continued innovation, upskilling, and excellence in research and development.

PCIEERD’s commitment to innovation and entrepreneurship is demonstrated by the ambitious goal of funding 20 startups annually with a dedicated budget of PHP5 million (SG$135,000). This initiative injects vitality into the local startup ecosystem, fostering technological advancements, economic growth, and job creation.

Inclusivity is a core focus, with dedicated programmes for women empowerment in entrepreneurship. Through Women Helping Women initiatives, PCIEERD addresses challenges faced by women entrepreneurs, providing support, mentorship, and financial assistance. Gender diversity is celebrated in STEM fields, breaking down barriers and inspiring the next generation of women.

PCIEERD’s commitment goes well beyond financial support, creating networking opportunities, mentorship programmes, and platforms for knowledge exchange. By addressing gender disparities and championing diversity, PCIEERD enriches the overall fabric of innovation and progress in society.

The advice given by Engr Niñaliza to anyone aiming for success, regardless of gender or background, is based on the conviction that dedication to ongoing learning and personal development is necessary to realise one’s greatest potential.

“It’s imperative to align your efforts with your strengths and passions, doing what you excel at and what truly ignites your enthusiasm,” she asserts. “Success often follows when we are dedicated to refining our skills and staying open to new knowledge.”

Engr Niñaliza has seen firsthand the transformative power of setting clear goals and persistently working towards S&T, as she progressed from a technical role to becoming the first female deputy of DOST PCIEERD. It emphasises the significance of having a clear direction and a road map for professional and personal goals.

Learning, according to her should be an ongoing process that is not limited by age or stage of career. The pursuit of knowledge and skill enhancement should be constant, whether in technical or administrative roles. Individuals who adopt this mindset are better able to adapt to changing challenges and remain relevant in their respective fields.

Engr Nializa understands the importance of recognising burnout and the need for periodic recovery. In the pursuit of success, it is critical to pay attention to one’s well-being and know when a break is required. Recovering from burnout enables rejuvenation and renewed focus, laying the groundwork for long-term success.

Her experience exemplifies the philosophy of pursuing excellence through passion alignment, continuous learning, and resilience.

“By maintaining a clear goal, staying dedicated to improvement, and understanding the importance of self-care, individuals can navigate their unique paths to success, contributing meaningfully to their fields and making a lasting impact on their personal and professional journeys,” Engr Niñaliza ends passionately.

Exclusive! Charting the Future: PCIEERD’s Strategies for Global Technological Leadership

As a vital arm of the Department of Science and Technology (DOST), the Philippine Council for Industry, Energy, and Emerging Technology Research and Development (PCIEERD) holds a pivotal role as one of the three sectoral planning councils within the organisation.

Founded on 29 June 2010, PCIEERD is distinguished by its unique commitment to driving research and development initiatives, particularly in the industries, energy, and emerging technology sectors.

Functioning as a pivotal agency, DOST-PCIEERD takes a central role in crafting policies, plans, and programmes, along with implementing strategies in the designated sectors. The execution of these initiatives is facilitated through a spectrum of Science and Technology (S&T) programmes designed to promote innovation and progress.

Encompassing a broad spectrum, DOST-PCIEERD extends research and development (R&D) support across 21 sectors, broadly categorised under industry, energy, emerging technology, and special concerns.

The council plays a crucial role in disseminating and promoting S&T information, undertaking sustained programmes for information dissemination. This proactive approach aims to enhance the accessibility and utilisation of information and research results by the diverse array of customers and stakeholders associated with the sectors.

In its commitment to fostering growth, DOST-PCIEERD dedicates efforts to developing and enhancing R&D and support capabilities. This forward-looking perspective ensures the fulfilment of present and future human resource and institutional requirements.

Moreover, the council actively contributes to technological advancement by adopting, transferring, and commercialising available technologies. In doing so, DOST-PCIEERD plays a vital role in propelling the nation’s scientific and technological landscape towards greater heights.

Driving Innovation and Industry Development

In an exclusive interview with OpenGov Asia, Dr Enrico C. Paringit, Executive Director of DOST-PCIEERD, sheds light on compelling projects that underscore the council’s significant influence on research and development in the realms of industry, energy, and emerging technology.

At the forefront of catalysing research and development in the Philippines, DOST-PCIEERD has been a driving force behind diverse programmes and initiatives. Launched in 2015, the Infrastructure Development Programme (IDP) has emerged as a cornerstone, playing a pivotal role in the expansion or modernisation of academic and research institutions.

Under the Infrastructure Development Programme (IDP), DOST-PCIEERD has actively spearheaded initiatives encompassing the acquisition of cutting-edge laboratory facilities, state-of-the-art equipment, and specialised software. Between 2015 to 2023, this strategic investment, totalling Php234.4 million (S$6.31 million), has yielded transformative outcomes, facilitating the establishment and enhancement of 49 laboratories across the nation. This concerted effort reflects the commitment to fortify research capabilities and foster innovation within academic and research institutions.

In line with the DOST Halal Policy, the DOST Halal S&T Programme was initiated to support the development of the Halal industry. This programme focuses on research and development, technology transfer, human resource development, and Halal verification through laboratory testing. Additionally, efforts have been directed towards fortifying the Filipino Halal sector to meet global benchmarks, enhance competitiveness, and improve research and development.

Dr Enrico explains that the Food Safety Programme, Food Innovation Centres, and Natural Dyes facilities have been established to strengthen the food industry and improve the living standards of Filipino people. The commitment extends to bolstering the country’s manufacturing industry by providing cutting-edge facilities for specialised testing, designing, and research and development in key sectors like food, electronics, and materials.

Under the OneLab Programme, regional testing facilities have been consolidated into a unified network, providing easy access to a global network of public and private laboratories for analytical and calibration needs. This initiative promotes collaboration among students, researchers, and industry stakeholders, with information accessible through the onelab.ph website.

The National Metrology Laboratory (NML) leads metrology efforts in the Philippines and has achieved international recognition. However, continued support is required for the expansion of Calibration and Measurement Capabilities (CMCs) to maintain competence globally.

Dr Enrico reveals that the establishment of the Advanced Device and Materials Testing Laboratory (ADMATEL) marks the country’s first electronics design facility, aimed at reinforcing and upgrading failure analysis and materials testing facilities to attract potential investors and promote a conducive business environment.

The Electronics Product Development Centre (EPDC) serves as the national testing facility, providing design, prototyping, and testing facilities for printed circuit boards. The goal is to support companies and schools in developing hardware and software for electronics products.

The Advanced Manufacturing Centre (AMCen), on the other hand, has been established as the national centre of excellence in additive manufacturing, focusing on areas like Aerospace and Defense, Pharmaceutical/Healthcare, Novel Electronics, Agriculture, and Automotive.

In addition, the renewable energy projects include a micro-hydro turbine research and testing facility in Morong, Rizal, supporting off-grid electrification for communities. The Mindanao Renewable Energy Centre (MREC) focuses on Concentrated Solar Power (CSP) and Ocean Renewable Energy (ORE) facilities, aiming to harness energy from solar power and simulate tidal and wave characteristics.

To serve as a bridge between R&D and commercialisation, the Funding Assistance for Spin-off and Translation of Research in Advancing Commercialisation (FASTRAC) Programme supports technologies such as USHER, CharM, FISH_I, Smart Surface, CATCH-ALL, Marine Nanocoat, Monascus Red Colorant, Fruitect, HormoGroe, Gitara ni Juan, X-LIPAD, MapX, Vigormin, and others.

Embedded in the ethos of DOST, a circular economy mindset takes centre stage, underscoring a dedication to initiatives that champion environmental stewardship and optimal resource utilisation. Positioned as a key tenet within the DOST framework, this pledge manifests in the backing of projects geared towards converting waste materials into valuable and sustainable resources.

A notable example is the successful initiative led by the Industrial Technology Development Institute (DOST-ITDI), wherein an in-depth analysis of dredged material from the Tullahan River was undertaken to investigate alternative applications. This project exemplifies a forward-thinking strategy in tackling environmental issues by repurposing materials that would otherwise contribute to waste, showcasing a commitment to sustainable solutions and resourcefulness.

The University of Mindanao is leading another remarkable sustainable initiative, centring on the transformation of durian rinds into 3D printing filaments. This inventive project not only addresses waste reduction but also taps into the potential of agricultural by-products, underscoring a steadfast commitment to sustainability and resource optimisation.

“At the core of our mission, we prioritise environmental sustainability, ensuring that our operations, activities, and programmes are conducted with a steadfast commitment to minimising adverse impacts on the environment,” Dr Enrico states.

Recognising the importance of ecological responsibility, PCIERRD incorporates environmental considerations as a pivotal metric in the assessment of proposals. This approach underscores its unwavering commitment to nurturing initiatives that adhere to the principles of environmental conservation and responsible stewardship.

Dedicated to environmental stewardship, the agency proactively pursues a science and technology roadmap for tackling and mitigating challenges related to waste management. Under the leadership of Dr Enrico, PCIERRD aims to assume a pivotal role in shaping sustainable practices that advocate for the responsible use and disposal of resources.

Demonstrating a responsible use of resources through its life cycle, PCIERRD fulfils its mandate to actively support the Clean Air Act (RA8749). By championing the implementation of this key legislation, the agency contributes significantly to promoting clean air standards and mitigating air pollution, aligning its efforts with broader initiatives that prioritise the health of both the environment and local communities.

“Through these multifaceted approaches, we strive to be proactive stewards of the environment, integrating sustainability principles into the fabric of the industrial operations; thereby promoting responsible practices within the realm of science and technology,” Dr Enrico emphasises.

The success of PCIERRD can be attributed in part to its ability to develop talent and inspire upcoming researchers and innovators to advance the country’s technological frontiers. In 2017, the country witnessed the launch of the Young Innovators Programme (YIP), designed as an inclusive platform for highly talented high school students aspiring to gain research experience.

The programme invites these young minds to gain experience in research under the guidance of mentors, facilitating hands-on learning and fostering a spirit of scientific inquiry. The objective of YIP is to equip and prepare these young researchers to undertake independent research endeavors, supported by funding allocated to innovative research projects.

Since its inception, the Young Innovators Programme has made significant strides in cultivating a new era of scientific exploration and inventive breakthroughs within the country. A total of Php37 million (SG$1 million) in funding has been disbursed across 56 approved projects, providing vital resources for these young innovators to bring their ideas to fruition.

The programme’s impact extends beyond financial support, contributing to the development of a vibrant community of budding scientists and researchers who are poised to make meaningful contributions to the scientific landscape in the years to come.

Nurturing Ingenuity Through Partnerships

According to Dr Enrico, engaging with diverse stakeholders is at the core of their approach as they strive to meet the evolving needs of the 21 sectors under its support. Through focused initiatives such as focus group discussions and consultation, they actively seek input from industry stakeholders, research institutions, and government agencies.

“This collaborative process allows us to gain valuable insights into the specific requirements and challenges faced by each sector, informing the direction of our research and development endeavours,” Dr Enrico explains.

Beyond external engagement, PCIEERD places considerable emphasis on internal feedback mechanisms. Tools such as the Research Fairness Survey and the R&D Customer Preference Survey serve as valuable means to directly collect insights from researchers. This two-way communication approach ensures that the perspectives and experiences of those actively engaged in the research process are taken into account, fostering an environment of continuous improvement and responsiveness within the organisation.

Collaboration remains a cornerstone of their strategy, and they actively cultivate partnerships with industry stakeholders. Through a range of programmes, such as the Expert Intervention for Scientific Engagement (ExperTiSE) programme, Regional Research Institutions (RRI), research attachments and expert visits, PCIEERD creates avenues for meaningful cooperation.

These collaborative initiatives not only enhance the effectiveness of the research but also contribute to the broader goal of fostering innovation and sustainable development across diverse sectors.

Furthermore, DOST-PCIEERD recognises the pivotal role of international alliances and partnerships, strategically emphasising their significance in advancing research and development in the fields of industry, energy, and emerging technology.

This concerted effort is driven by a commitment to contribute to the growth of scientific knowledge, facilitate technology transfer, spur economic development, and enhance the capacity to address global challenges effectively.

International partnerships provide a crucial avenue for knowledge exchange, where foreign counterparts and experts bring expertise that exposes Filipino researchers to cutting-edge technologies, methodologies, and the sharing of best practices.

Such exposure not only enhances the skills of local researchers, rendering them more competitive on the international stage but also unlocks new opportunities for commercialising innovative technologies in the global market. Consequently, it bridges the gap between research and market application, facilitating technology pathways that contribute to economic growth through income and job creation.

Several notable international engagements exemplify the commitment of DOST-PCIEERD to fostering global collaborations. Among them, the e-ASIA initiative stands out – a multilateral international joint effort involving public funding organisations from East Asia Summit (EAS) member countries.

Additionally, the Southeast Asia-Europe Joint Funding Scheme for Research and Innovation (SEA-EU JFS) facilitates joint funding of bi-regional, multi-lateral research and innovation projects, fostering cooperation between Southeast Asia and Europe.

Joint efforts such as the UKRI-NERC initiative address specific challenges, exemplified by the “Sustainable Mineral Resources in the Philippines” programme. This collaborative effort aims to fund research that offers a comprehensive perspective on mineral production in the Philippines and address environmental issues associated with legacy and abandoned mines.

Another noteworthy effort is the UKRI-JST-DOST ‘Science, Technology and Action’ Nexus for Development (STAND) Collaboration, which seeks to foster international research interaction and exchange among researchers in Japan, the United Kingdom, and Southeast Asia. This collaboration focuses on projects contributing to sustainable development in Southeast Asia, aligning with the broader goals of knowledge sharing and capacity building on a global scale.

Public-private partnerships have also contributed to the advancement of industry, energy, and emerging technology in the country. In June 2023, PCIEERD took a significant step forward in fortifying its collaboration with the mining industry by signing a Memorandum of Understanding (MoU) with the Chamber of Mines of the Philippines.

This partnership encompasses three key areas aimed at fostering advancements and sustainability within the mining sector.

Firstly, there is a focus on the collaborative drafting of a nickel roadmap, with active consultation involving both mining industries and key government agencies. This initiative aims to chart a strategic course for the nickel industry, ensuring alignment with industry needs and national development goals.

Another crucial facet of the partnership involves an increased emphasis on research related to green minerals, particularly in anticipation of their translation into components for Electric Vehicles (EVs). This forward-looking approach aligns with the global shift towards sustainable and environmentally friendly technologies, positioning the mining industry to play a pivotal role in the emerging green economy.

Additionally, the collaborative efforts extend to the improvement of energy efficiency and the promotion of renewable energy within the mining sector. By addressing these critical aspects, the partnership endeavours to enhance the sustainability and environmental impact of mining operations, aligning with broader goals of responsible resource utilisation and energy conservation.

PCIEERD maintains an ongoing and fruitful partnership with the Philippine Technological Council (PTC), a non-stock, non-profit private organisation. The collaboration with PTC unfolds through its accreditation service, serving as a mechanism to facilitate capstone projects and promote STEM (Science, Technology, Engineering, and Mathematics) initiatives.

This sustained partnership underscores PCIEERD’s commitment to advancing technological excellence, education, and innovation within the Philippines, fostering a collaborative ecosystem that transcends industry boundaries for the greater benefit of scientific and technological progress.

Unveiling Key Strategies

Dr Enrico reveals the key strategic priorities and initiatives he is focusing on as the Executive Director of PCIEERD to foster innovation and drive industry development in the Philippines.

“Guided by the Harmonised National Research and Development Agenda (HNRDA) for the period 2022-2028, our research initiatives are intricately woven into a framework that aligns with the broader vision encapsulated in AmBisyon Natin 2040,” Dr Enrico highlights.

Envisioning a promising future for Filipinos, the HNRDA is anchored in the pillars of Malasakit, Pagbabago, and Kaunlaran, which collectively advocate for inclusive growth, a resilient society, and the cultivation of a competitive knowledge economy.

In pursuit of these aspirations, PCIERRD has embarked on pioneering programmes aimed at revolutionising the local transport systems. Spearheaded by the ELECTROMOBILITY R&D Centre, and R&D Centre for Advanced Batteries, these initiatives focus on the development and implementation of electric vehicles and enhancing advanced battery technology.

These efforts align with the priorities of the Comprehensive Roadmap for the Electric Vehicle Industry (CREVI). Additionally, PCIERRD has several initiatives on maritime transport on the electrification of boats and ferries.

“This strategic move reflects our commitment to advancing sustainable and eco-friendly solutions in the domain of transportation,” Dr Enrico furthers. “Our commitment extends to the empowerment of local governance through the implementation of the Smart Cities initiative.”

Significant transformations have been realised in cities such as Baguio, Cauayan, Iloilo, and Butuan, where the integration of smart technologies has contributed to improved urban living. The success of these endeavours has prompted an expansion of the programme beyond cities, reaching into various communities as part of our ongoing efforts to create more inclusive and technologically empowered environments.

Recognising the critical role of startups in driving innovation, PCIERRD actively supports the startup ecosystem through the Startup Grant Fund. The comprehensive programmes assist startups throughout their journey, from the initial ideation phase to full commercialisation. By nurturing and facilitating the growth of startups, they contribute to the dynamism of the entrepreneurial landscape and the overall economic development of the region.

Dr Enrico underscores in the domain of Artificial Intelligence (AI), the DOST endeavours are guided by a comprehensive 2019-2029 R&D Programme Framework. This strategic blueprint delineates a path to ensure the Philippines remains a frontrunner in the global evolution of AI technologies.

The primary thrusts of this initiative span across National Infrastructure, where the DOST has distributed nine High-Performance Computing (HPC) machines to higher education institutions, catalysing the commencement of new AI projects.

The groundwork laid in 2014 with the establishment of the Computing and Archiving Research Environment (CoARE) further bolsters these efforts, providing free access to HPC and Cloud services. The overarching goal is to enhance connectivity and expedite digital transformation by 2024, with a specific target of elevating the PH e-government index to 0.85 by 2029.

The DOST’s dedication to AI extends beyond infrastructure to encompass Capacity Building, where initiatives are undertaken to nurture the skills and expertise necessary for meaningful AI contributions. Simultaneously, the focus on Research and Data initiatives accentuates the commitment to advancing the knowledge frontier in AI.

Additionally, the department actively engages in developing Policies and Stakeholder relationships, ensuring a holistic and forward-looking approach to AI development within the country. This multi-faceted strategy underscores the DOST’s commitment to positioning the Philippines as a key player in the dynamic landscape of AI innovation and progress.

“In our pursuit of ensuring the Philippines’ prominence in technological innovation and sustainable development globally, DOST-PCIEERD employs a multifaceted approach encompassing various strategic initiatives. One pivotal effort involves bridging the gap between academic research and industry through the establishment of Technology Business Incubators (TBIs),” Dr Enrico asserts.

With 54 members in the DOST TBI Network, including 32 industry-based and 22 agriculture- and aquaculture-focused TBIs across Higher Education Institutions (HEIs) and State Universities and Colleges (SUCs), the investments since 2018 have totalled Php411 million (SG$11.1 million).

These TBIs have incubated 1,359 startups, generated 5,696 jobs, attracted over Php1.87 billion (SG$50.49 million) in private investments, and produced Php907 million (SG$24.49 million) in startup revenue. Additionally, the TBIs themselves have secured Php118.3 million (SG$3.19 million) in private investments from various partners.

To promote science education in Geographically Isolated and Disadvantaged Areas (GIDA), they fund projects such as the Philippine Science Centrum Travelling Exhibit. This initiative, spanning 26 GIDA districts across Luzon, Visayas, and Mindanao, has reached 300,000 students and instructed 4,000 teachers in basic science experiments, enhancing education in these remote areas.

Acknowledging the vital role of women entrepreneurs, initiatives like Women-Helping-Women: Innovative Social Enterprises (WHWise) aims to support and acknowledge women driving economic growth and sustainable development in their communities.

Strategic planning is another cornerstone of the approach, with formulated roadmaps and sectoral strategies for the 21 supported sectors. These roadmaps not only guide the development of specific research programmes but also contribute to the realisation of sustainable development goals.

Collectively, these strategies underscore the commitment to enhancing the country’s competitiveness and productivity in the global landscape of technological innovation and sustainable development, fostering a comprehensive and impactful approach to propel the nation forward.

Nexus of Innovation by 2040

“Our forward-looking vision is rooted in becoming the Nexus of Innovation by the year 2040,” Dr Enrico shares his vision for PCIEERD’s position in the global context in the next three years. “Positioned as a leader in the country’s competitiveness and productivity, we aim to enable science and technology solutions across the industry, energy, and emerging technology sectors, all while upholding the principles of good governance.”

To realise this vision, global collaboration stands as a cornerstone of this strategy. They envision strengthening international partnerships and collaborations with funding institutions worldwide. By engaging with global counterparts, they seek to foster knowledge-sharing, promote cooperation and teamwork, facilitate mutual learning, and collectively drive innovation in the realms of industry, energy, and emerging technologies.

An essential aspect of their approach involves a dedicated focus on investment in Research and Development (R&D). By prioritising R&D investment, they ensure that PCIEERD remains at the forefront of technological advancements in the Industry, Energy, and Emerging (IEE) sectors. This commitment contributes to global innovation efforts and positions the nation as a key player in addressing pressing global challenges through technological solutions.

Their commitment extends to robust mechanisms for technology transfer and commercialisation. By effectively translating the R&D findings and innovations into practical applications and marketable products, they strive to bridge the gap between research outcomes and real-world impact.

“Knowledge dissemination forms another crucial element of our strategy. We are committed to sharing our S&T outputs, technological advancements, and success stories in technology transfer and commercialisation, both locally and globally,” Dr Enrico says emphatically. “This proactive approach ensures that the benefits of our innovations reach diverse audiences, contributing to the broader global knowledge pool.”

In all aspects of their operations, sustainability is a guiding principle. They are committed to using sustainable practices in everything they do, from research to innovations, technology transfers, and commercialisation.

Through their actions, they actively support the preservation of the environment on a global scale and are consistent with larger sustainability objectives, exemplifying a responsible and comprehensive approach to scientific and technological advancement.

“Embracing the role of a scientist is to willingly confront the mysteries of the unknown, and it is this very challenge that captivates me,” says Dr Enrico, who completed his doctorate at the Tokyo Institute of Technology and served as the principal scientist for DOST Project NOAH and the DOST DREAM LIDAR Programme.

Seeking out interesting and meaningful challenges brought him joy. His work at PCIEERD is similar to a large-scale experiment in which he develops theories and verifies them against reality.

He believes that this dynamic process fosters continuous innovation by pushing boundaries and revealing new possibilities. The core values of high integrity, innovation, and excellence serve as guiding principles, propelling the entire PCIEEED led by him to strive for excellence in all that they do.

“We are committed to exploring new ground in science and are constantly looking for ways to offer significant discoveries and solutions that have a long-term impact for the benefit of the whole nation,” Dr Enrico concludes.

Exclusive! Succeed in the Digital Era with Cloud Communications

In the age of digital transformation, effective communication stands out as a strategic investment crucial for organisational growth. Unified Communications as a Service (UCaaS) emerges as a cutting-edge concept in the realm of information and communications technology, offering integrated communication services through a cloud-based model.

This approach enables organisations to consolidate various communication tools such as voice, video, chat, web conferencing, and collaboration into a centralised platform, fostering seamless communication in the digital era.

The cloud-based nature of UCaaS provides organisations with flexibility, allowing teams to communicate and collaborate without geographical constraints or hardware limitations. By unifying communication tools, UCaaS simplifies infrastructure management and reduces IT burdens, empowering organisations to concentrate on their core activities.

One of the key advantages of UCaaS is its potential to enhance productivity by providing an integrated and user-friendly work environment. Features such as video conferencing, screen sharing, and live chat facilitate efficient communication among teams, regardless of their locations.

A robust UCaaS infrastructure should encompass voice calls, video conferencing, live chat, and cloud-based collaboration, ensuring that organisations can easily access and utilise various communication features. Integration with other business applications, such as email, calendar, and task management, further contributes to establishing a comprehensive communications ecosystem.

The successful implementation of UCaaS relies not only on selecting the right infrastructure but also on effective planning and adoption strategies. Organisations must carefully assess their communication needs and choose a UCaaS service provider capable of meeting those requirements. Involving end users in the implementation and training process is crucial for ensuring the optimal adoption of the UCaaS platform.

In response to the rise of remote work and increased team mobility, having a communication solution accessible from anywhere, at any time, and through various devices becomes paramount. UCaaS not only facilitates enhanced team collaboration but also boosts overall flexibility and productivity.

However, the adoption of UCaaS comes with considerations, particularly in terms of data security and privacy. Storing and accessing communication data via the cloud necessitates a robust focus on information security. Hence, selecting a UCaaS provider with a robust security policy and compliance with industry standards becomes critical for safeguarding sensitive information.

With the right UCaaS infrastructure and a well-planned implementation approach, organisations can optimise both internal and external communications. This not only cultivates a more connected and collaborative work environment but also provides a competitive advantage in navigating the ever-evolving landscape of business challenges.

The OpenGov Tech Day on 23 November 2023, at W Bangkok, Thailand served as an invaluable forum for in-depth discussions on accelerating communications in the digital transformation era. By bringing together organisational leaders from diverse sectors with UCaaS experts, this event aims to shed light on the transformative potential of UCaaS in fostering efficient and future-ready communication strategies.

Opening Remarks

Mohit Sagar∶ UCaaS serves as more than a technological solution – it’s a catalyst for organisational growth

Mohit Sagar, CEO and Editor-in-Chief of OpenGov Asia acknowledges that cutting-edge technology has accelerated a radical shift in the dynamics of the global workplace. The search for collaborative work environments has turned into a strategic imperative for organisations looking to stay ahead in a highly competitive landscape in this era of rapid digitalisation.

At the core of this transformative journey lies Unified Communications as a Service (UCaaS), marking not just the convergence of communication tools but a paradigm shift in the way individuals connect, collaborate, and innovate.

“The very nature of work has evolved – boundaries between physical and virtual spaces blur, diverse teams span the globe, and the speed of decision-making becomes a competitive advantage,” explains Mohit. “The role of unified communications takes centre stage as an enabler, transcending traditional communication barriers to foster a culture of collaboration that knows no bounds.”

UCaaS transcends the subtle technical nuances of unified messaging, video conferencing, and integrated collaboration platforms; it embodies a profound importance in the modern business landscape. Beyond being a merging of communication tools, UCaaS represents a strategic imperative for businesses, offering unparalleled flexibility to adapt to evolving work scenarios. It ensures a seamless experience that extends beyond geographical boundaries, facilitating unhindered communication and collaboration.

Mohit reiterates that more than just a technical solution, UCaaS creates an environment conducive to creativity and innovation. It acts as a catalyst for businesses to navigate the challenges posed by dynamic work situations, providing a framework for smooth and effective communication.

UCaaS emerges as a linchpin, fostering an atmosphere that encourages not just communication but the cultivation of ideas. It stands as a transformative force, empowering businesses to thrive in a landscape defined by change, ensuring they remain agile, connected, and primed for innovation. By enabling businesses to seamlessly navigate changing work dynamics, UCaaS becomes a strategic ally in ensuring operational continuity and workforce collaboration.

The flexibility inherent in UCaaS allows organisations to transcend traditional communication barriers, creating an interconnected workspace where geographical distances are no longer impediments. This not only streamlines workflows but also nurtures a collaborative ethos that is essential for sustained success.

Mohit believes that the collaborative potential embedded in UCaaS becomes a driving force, propelling organisations toward a future where adaptability, connectivity, and creativity converge seamlessly.

“As we navigate the intricacies of the digital age, the importance of UCaaS becomes increasingly evident,” Mohit concludes. “It not only transforms the way we communicate but becomes an integral component of a thriving, forward-thinking organisational culture – one that embraces change, encourages collaboration, and sets the stage for continuous innovation.”

Technology Insights

Nathan Guy∶ Zoom manages technical intricacies, so businesses can concentrate on employees and customers

Nathan Guy, Head of UCaaS, Asia Pacific at Zoom, acknowledges the ongoing challenges confronted by support leaders in diverse companies, ranging from SMBs to larger enterprises. These challenges revolve around the imperative to achieve more with limited resources and meet the growing demand for responsive and proactive customer service.

To overcome these hurdles, according to Nathan, support leaders strategically leverage a combination of technology and automation while maintaining agility to adapt to evolving business landscapes. Effectively scaling teams necessitates the integration of innovative tools and technologies that deliver enhanced outcomes without incurring exorbitant costs.

“The goal is to improve support operations, increase productivity, and maintain a high level of customer service, particularly during peak periods such as Black Friday or the holiday season,” Nathan asserts.

In the area of customer service, seamless support across multiple channels, such as phone, video, and webchat, is deemed paramount. Nathan emphasises the critical role of technology in enhancing user and customer experiences, citing a Gartner survey that highlights the potential risk for businesses if customers experience dissatisfaction.

Nathan elaborates on Zoom’s AI innovation that focuses on empowering individuals and teams responsibly with a federated approach. The Customer Experience portfolio, including Zoom Contact Centre, Zoom Virtual Agent, and the new Workforce Engagement Management (WEM) offering, accommodates the changing dynamics of the future workplace.

Amid economic uncertainty and budget reductions, Nathan stresses the importance of establishing a robust technology foundation for stability and growth. Key elements include a cloud and mobile-first approach, prioritising employee engagement, fostering flexibility, enabling real-time collaboration, and promoting emotional well-being.

Zoom’s commitment to a solid technology infrastructure is evident in its communication and collaboration solutions tailored to diverse needs. The integration of AI further enhances the collaboration experience across Zoom’s solutions, aligning with their ultimate focus on serving customers and employees to thrive in the new era of work.

Recognising the critical role of customer-facing teams, Nathan advocates for empowering these teams as subject matter experts to deliver personalised and delightful experiences. This approach aligns with Zoom’s overarching mission to facilitate success in the evolving landscape of work.

“Customer-facing teams need to address various challenges to provide an exceptional customer experience. By empowering these teams to become subject matter experts, businesses can deliver personalised experiences that delight customers,” Nathan explains.

Jayraj Nair∶ It’s vital to meet consumer needs and demands with personalised, thorough experiences

Jayraj Nair, Customer Experience Lead-ASEAN at Zoom, speaks to the primary objective of merging all product innovations into a unified solution. This holistic solution aims to empower knowledge workers and teams, fostering seamless collaboration internally and with external customers, ultimately propelling business growth.

The spectrum of employee collaboration activities spans calendar management, chat, email management, meeting collaboration, casual huddles, and task conclusion with phone calls. In contrast, customer collaboration encapsulates marketing events, webinars, sales processes, and delivering a unified customer experience, all within a singular interface.

Jayraj shares that the adverse impact of subpar customer experiences on businesses is substantial, particularly in today’s landscape where meeting customer needs demands personalised and insightful interactions despite limited resources. Studies underscore these challenges and highlight the escalating expectations of consumers.

A global Metrigy survey identifies “customer satisfaction” as the top business priority for 2022 and 2023, surpassing other concerns like product and service quality, information security, and revenue generation. Jayraj stresses the criticality of consistently delivering excellent customer experiences, as even a few negative encounters can result in a loss of 60% of customers.

Despite this, only 33% of customers believe that customer service organisations are improving. Recognising the need for digital engagement channels, customer service organisations are actively adapting to address emerging trends and priorities, aligning with Gartner’s predictions of increased spending on digital transformation, artificial intelligence (AI), and security.

Organisations providing a total experience connecting employees and customers are projected to outperform competitors in satisfaction metrics by 25% in both customer experience (CX) and employee experience (EX) by 2024. However, delivering a consistently excellent customer experience becomes challenging when EX and CX strategies are developed independently.

“Recognising the interconnectedness of EX and CX and aligning strategies accordingly can lead to more seamless and satisfying experiences for both employees and customers,” Jayraj explains. “The integration of employee productivity and customer experience is expected to emerge as a prominent trend for 2023.”

A significant challenge in delivering excellent customer experience is the presence of teams working in silos with different tools, hindering effective communication and collaboration. A report suggests that by 2026, around 60% of large enterprises will leverage the concept of total experience to transform their business models.

Zoom addresses these challenges by offering an end-to-end capability for both EX and CX through its cloud-based Zoom Platform. In 2022 alone, the company released over 1,500 new features and products, showcasing remarkable product innovation and expansion.

Zoom’s comprehensive collaboration solutions, including Zoom Phone, Zoom Events, Webinars, Meetings, Zoom Spaces, and developer tools, cater to both employee and customer experience. Their CX products, such as Zoom Contact Centre, Zoom Virtual Agent, and Zoom IQ, further emphasise their commitment to providing comprehensive solutions.

Jayraj reveals that Zoom’s Contact Centre, a video-first omnichannel Contact Centre-as-a-Service (CCaaS) solution, is included in the Zoom platform. It enables businesses to deliver prompt, efficient, and highly personalised customer experiences that drive loyalty and retention.

Zoom Contact Centre integrates unified communications with customer experience, allowing businesses to engage with customers naturally and efficiently. Advanced features like skills-based routing and an intelligent virtual agent enhance the ability to provide concierge-like experiences at scale.

Zoom Virtual Agent, operating 24/7 across multiple support channels, ensures fast and personalised customer experiences, reduces call volumes for human agents, and generates significant operational efficiencies. It can be seamlessly integrated with Zoom Contact Centre and other leading CRM and contact centre solutions.

“All these innovations showcase Zoom’s commitment to providing comprehensive solutions that cater to the evolving needs of organisations in enhancing both EX and CX,” Jayraj concludes.

Closing Remarks

Nathan expressed sincere appreciation for participants, recognising their inputs are underpinned by a shared aspiration and collective commitment to preparing for the digital era. Their unwavering dedication would serve them well as they navigate the ever-evolving landscape of the digital era.

Distilling the outcome of their discussions, he emphasises the pivotal role of communication in nurturing synergy and collaboration among team members, highlighting its critical function in aligning perspectives, cultivating trust, and averting misinterpretations. Effective communication, when coupled with clarity and efficiency, enables teams to overcome potential limitations, fostering a dynamic work environment.

Nathan stresses the significance of facilitating inclusive and sustainable communication for innovation and collective growth within the team, particularly as individuals with diverse backgrounds and experiences collaborate. By championing inclusive communication, they pave the way for a rich tapestry of ideas and perspectives, weaving together a stronger, more resilient team poised for groundbreaking achievements.

Addressing the evolving landscape, Nathan points to the increasing reliance on cloud infrastructure for communication in remote work environments. Ongoing digital transformation has significantly altered communication methods in the workplace, especially with the widespread adoption of cloud infrastructure.

He acknowledges the potential for maximising and optimising cloud systems to boost organisational efficiency, leading to heightened customer satisfaction. Cloud systems provide versatile access to work information and tools, fostering seamless collaboration among team members regardless of geographic constraints.

Mohit reiterates the increasing significance of equipping organisations with a UCaaS system in response to a dynamic communications environment. This approach, attuned to the shifting landscape of communication in the digital era, consolidates diverse communication services – encompassing voice, instant messaging, video collaboration, and document sharing – into a cohesive, unified platform.

His call for the adoption of UCaaS advocates for a deliberate and strategic effort directed towards ensuring that organisations are not only well-equipped but also proactively positioned to effectively address and overcome the communication challenges presented by the digital age.

This strategic outlook underscores the recognition of the transformative power of UCaaS in enhancing organisational communication, fostering collaboration, and navigating the intricacies of modern digital landscapes.

By embracing UCaaS, organisations position themselves to harness the full potential of integrated communication tools, streamline operations, and stay ahead in an evolving digital environment where effective communication is paramount for sustained success.

“Recognising the profound impact that integrated and efficient communications, the investment in a UCaaS system stands as a cornerstone in readying organisations for success in an era defined by constantly evolving modes of communication,” Mohit concludes.

Eksklusif! Sukses di Era Digital Menggunakan Cloud Communication

Dalam era transformasi digital, komunikasi menjadi hal penting sebagai salah satu investasi untuk mendukung pertumbuhan organisasi. Melalui komunikasi yang efektif dan lancar, organisasi dapat dengan mudah melakukan adaptasi di era digital.

Unified Communications as a Service (UCaaS) adalah sebuah konsep terkini dalam dunia teknologi informasi dan komunikasi yang menawarkan berbagai layanan komunikasi terpadu melalui model layanan berbasis cloud. Dengan pendekatan ini, organisasi dapat menggabungkan berbagai alat komunikasi seperti suara, video, obrolan, konferensi web, dan kolaborasi dalam satu platform yang terpusat.

Model layanan berbasis cloud memungkinkan akses yang mudah dan fleksibel dari berbagai perangkat, sehingga memungkinkan tim kerja untuk berkomunikasi dan berkolaborasi tanpa terkendala oleh batasan geografis atau perangkat keras tertentu. UCaaS tidak hanya mengintegrasikan alat komunikasi, tetapi juga menyederhanakan manajemen dan pemeliharaan infrastruktur komunikasi, mengurangi beban IT, dan memungkinkan organisasi untuk fokus pada kegiatan inti mereka.

Kelebihan lain dari UCaaS adalah kemampuannya untuk meningkatkan produktivitas dengan menyediakan lingkungan kerja yang terintegrasi dan mudah digunakan. Dengan fitur-fitur seperti konferensi video, berbagi layar, dan obrolan langsung, tim dapat berkomunikasi secara efisien, bahkan jika mereka berada di lokasi yang berbeda. Selain itu, kemampuan integrasi dengan aplikasi bisnis lainnya, seperti email, kalender, dan aplikasi manajemen tugas, juga merupakan faktor kunci dalam membentuk ekosistem komunikasi yang holistik.

Keberhasilan implementasi UCaaS tidak hanya tergantung pada pemilihan infrastruktur yang tepat, tetapi juga pada perencanaan dan strategi pengadopsiannya yang baik. Organisasi perlu mengidentifikasi kebutuhan komunikasi mereka dengan cermat dan memilih penyedia layanan UCaaS yang dapat memenuhi persyaratan tersebut.

Selain itu, terlibatnya pengguna akhir dalam seluruh tahapan proses implementasi dan pelatihan merupakan langkah krusial yang tidak dapat diabaikan. Dengan melibatkan mereka secara aktif, baik dalam pemahaman akan fitur-fitur yang ditawarkan maupun dalam mengikuti pelatihan yang komprehensif, dapat memastikan adopsi yang sukses dan optimal dari platform UCaaS. Pendekatan ini tidak hanya membangun pemahaman mendalam tentang kemampuan platform, tetapi juga menciptakan keterlibatan yang berkelanjutan, yang pada gilirannya dapat membentuk pengguna menjadi ahli yang percaya diri dalam memanfaatkan semua potensi yang ditawarkan oleh platform tersebut.

Dalam menghadapi tren kerja jarak jauh dan mobilitas tim yang semakin tinggi, memiliki solusi komunikasi yang dapat diakses dari mana saja, kapan saja, dan dari berbagai perangkat adalah kunci untuk mencapai kelancaran kolaborasi tim. UCaaS tidak hanya memfasilitasi kolaborasi tim yang lebih baik tetapi juga meningkatkan fleksibilitas dan produktivitas secara keseluruhan.

Perusahaan mengadopsi UCaaS juga perlu memperhatikan keamanan data dan privasi. Dengan data komunikasi yang disimpan dan diakses melalui infrastruktur cloud, menjaga keamanan informasi menjadi prioritas utama. Oleh karena itu, dalam konteks ini, pemilihan penyediaUCaaS dengan kebijakan keamanan yang kuat dan kepatuhan yang ketat terhadap standar keamanan industri sangat krusial. Menciptakan lapisan pertahanan yang kokoh untuk data komunikasi yang diakses dan disimpan di lingkungan cloud menjadi suatu keharusan, terutama mengingat meningkatnya kompleksitas ancaman siber saat ini.

Dengan infrastruktur UCaaS yang tepat dan pendekatan implementasi yang baik, organisasi dapat mengoptimalkan komunikasi internal dan eksternal mereka dengan sangat lancar. Hal ini tentunya tidak hanya menciptakan lingkungan kerja yang lebih terhubung dan kolaboratif, tetapi juga memberikan keuntungan kompetitif dalam menghadapi tantangan bisnis yang terus berkembang.

Acara OpenGov Tech Day telah digelar pada tanggal 23 November 2023 di W Bangkok, Thailand, merupakan sebuah forum yang sangat informatif. Dalam rangka memfasilitasi diskusi mendalam tentang percepatan komunikasi di era transformasi digital, acara ini berhasil mengumpulkan pemimpin organisasi dari berbagai sektor dengan para ahli Unified Communications as a Service (UCaaS).

Berbagai sesi diskusi dan presentasi dalam acara ini mencakup beragam topik, mulai dari pemilihan infrastruktur UCaaS yang tepat hingga strategi pengadopsian komunikasi yang sukses. Para delegasi dapat mendapatkan pemahaman yang lebih baik tentang bagaimana UCaaS dapat membentuk ekosistem komunikasi yang holistik dalam organisasi mereka.

Salam Pembuka

Mohit Sagar∶ UCaaS merupakan katalisator bagi pertumbuhan organisasi

Mohit Sagar selaku CEO dan Pemimpin Redaktur OpenGov Asia mengakui bahwa teknologi canggih telah mempercepat pergeseran radikal dalam dinamika tempat kerja global. Pencarian lingkungan kerja kolaboratif telah berubah menjadi imperatif strategis bagi organisasi yang ingin tetap unggul dalam lanskap yang sangat kompetitif di era digitalisasi yang cepat ini.

Pada inti dari perjalanan transformatif ini terletak Unified Communications as a Service (UCaaS), yang tidak hanya menandai konvergensi alat komunikasi tetapi juga pergeseran paradigma dalam cara individu terhubung, berkolaborasi, dan berinovasi.

“Sifat pekerjaan telah berkembang – batasan antara ruang fisik dan virtual kabur, tim yang beragam menjangkau seluruh dunia, dan kecepatan pengambilan keputusan menjadi keunggulan kompetitif,” jelas Mohit. “Peran komunikasi terpadu mengambil pusat perhatian sebagai penggerak, melampaui hambatan komunikasi tradisional untuk menumbuhkan budaya kolaborasi yang tidak mengenal batas.”

UCaaS melampaui nuansa teknis yang halus dari pesan terpadu, konferensi video, dan platform kolaborasi terintegrasi; ini memiliki kepentingan mendalam dalam lanskap bisnis modern. Di luar penggabungan alat komunikasi, UCaaS merupakan imperatif strategis bagi bisnis, menawarkan fleksibilitas yang tak tertandingi untuk beradaptasi dengan skenario kerja yang terus berkembang. Ini memastikan pengalaman yang mulus yang melampaui batas geografis, memfasilitasi komunikasi dan kolaborasi tanpa hambatan.

Mohit menegaskan kembali bahwa lebih dari sekadar solusi teknis, UCaaS menciptakan lingkungan yang kondusif bagi kreativitas dan inovasi. Ini bertindak sebagai katalis bagi bisnis untuk menavigasi tantangan yang ditimbulkan oleh situasi kerja yang dinamis, memberikan kerangka kerja untuk komunikasi yang lancar dan efektif.

UCaaS muncul sebagai kunci, menumbuhkan suasana yang mendorong tidak hanya komunikasi tetapi juga pengembangan ide-ide. Ini berdiri sebagai kekuatan transformatif, memberdayakan bisnis untuk berkembang dalam lanskap yang ditentukan oleh perubahan, memastikan mereka tetap gesit, terhubung, dan siap untuk inovasi. Dengan memungkinkan bisnis untuk menavigasi dinamika kerja yang berubah dengan mulus, UCaaS menjadi sekutu strategis dalam memastikan kelangsungan operasional dan kolaborasi tenaga kerja.

Fleksibilitas yang melekat dalam UCaaS memungkinkan organisasi untuk melampaui hambatan komunikasi tradisional, menciptakan ruang kerja yang saling terhubung di mana jarak geografis tidak lagi menjadi hambatan. Ini tidak hanya merampingkan alur kerja tetapi juga menumbuhkan etos kolaboratif yang penting untuk kesuksesan berkelanjutan.

Mohit percaya bahwa potensi kolaboratif yang tertanam dalam UCaaS menjadi kekuatan pendorong, mendorong organisasi menuju masa depan di mana adaptabilitas, konektivitas, dan kreativitas menyatu dengan mulus.

“Saat kita menavigasi seluk beluk era digital, pentingnya UCaaS menjadi semakin jelas,” pungkas Mohit. “Ini tidak hanya mengubah cara kita berkomunikasi tetapi juga menjadi komponen integral dari budaya organisasi yang berkembang dan berpikiran maju – budaya yang merangkul perubahan, mendorong kolaborasi, dan menyiapkan panggung untuk inovasi berkelanjutan.”

Technology Insights

Nathan Guy∶ Zoom menangani teknis kompleks, sehingga bisnis dapat fokus terhadap hal strategis

Nathan Guy selaku Head of UCaaS untuk Asia Pasifik di Zoom, menggarisbawahi terkait berbagai tantangan yang dihadapi oleh berbagai pemimpin perusahaan dari beragam tingkatan. Tantangan tersebut berpusat pada kebutuhan untuk mencapai lebih banyak hal dengan sumber daya yang terbatas dan tuntutan yang terus meningkat untuk layanan pelanggan yang responsif dan proaktif. Untuk mengatasi tantangan ini, pemimpin dukungan secara strategis menggunakan kombinasi teknologi dan otomatisasi sambil tetap menjaga kegesitan untuk beradaptasi dengan lanskap bisnis yang terus berkembang.

Dalam melakukan peningkatan kualitas tim secara efektif, para pemimpin memberikan prioritas dukungan terhadap integrasi alat dan teknologi inovatif yang dapat memberikan hasil signifikan tanpa menambah biaya (cost). Tujuan dari langkah tersebut adalah demi mengoptimalkan operasional, meningkatkan produktivitas, dan menjaga kualitas pelayanan pelanggan. Hal ini menjadi sangat penting terutama pada high season seperti Black Friday atau musim liburan. Pada masa-masa ini, permintaan pelanggan cenderung meningkat secara signifikan. Melalui pengoptimalan dukungan operasional dan produktivitas, perusahaan dapat lebih efisien menangani lonjakan permintaan tersebut, sambil tetap memberikan pelayanan yang baik kepada pelanggan.

Dalam sisi customer service, dukungan yang lancar dari berbagai channel, seperti telfon, video dan webchat adalah penting untuk dipotimalkan. Pengalaman negatif yang dialami oleh pelanggan memiliki potensi besar untuk mengarahkan mereka beralih ke layanan yang disediakan oleh pesaing. Pada saat pelanggan merasa tidak puas dengan pelayanan suatu perusahaan, mereka mungkin mencari alternatif yang dapat memenuhi kebutuhan dan harapan mereka dengan lebih baik. Dalam konteks ini, peran teknologi menjadi semakin krusial, karena kemajuan teknologi dapat menjadi kunci dalam meningkatkan secara signifikan pengalaman pengguna dan pelanggan.

Survei Gartner menyebutkan bahwa lebih dari 60% pelanggan mempertimbangkan untuk beralih kepada competitor akibat pengalaman pelanggan yang buruk. Oleh karena itu, perusahaan dituntut untuk tetap memahami dan memenuhi harapan pelanggan, serta secara proaktif memanfaatkan teknologi guna meningkatkan kualitas dan keseluruhan pengalaman yang diberikan kepada pelanggan.

Teknologi dapat memberikan dampak positif dalam berbagai aspek pengalaman pelanggan, mulai dari kemudahan akses, responsivitas, hingga kualitas layanan secara keseluruhan. Pemanfaatan teknologi dalam memberikan solusi yang efektif dan inovatif dapat menciptakan lingkungan yang mendukung interaksi yang lancar dan memuaskan antara perusahaan dan pelanggan. Oleh karena itu, investasi dalam teknologi yang dapat meningkatkan kualitas layanan dan respons terhadap kebutuhan pelanggan menjadi suatu strategi yang sangat penting bagi perusahaan.

Inovasi kecerdasan buatan (AI) Zoom berfokus pada pemberdayaan tim, guna memastikan penggunaan yang bertanggungjawab melalui privasi keamanan data. Portfolio User Experience Zoom sendiri mencakup Zoom Contact Centre, Zoom Virtual Agent, dan penawaran Workforce Engagement Management (WEM) baru, yang mampu mengatasi dinamika berubahnya tempat kerja di masa depan.

Ketika bisnis menghadapi situasi ekonomi yang tidak pasti dan mengalami pemangkasan anggaran, Nathan menyoroti pentingnya untuk menyusun dasar teknologi yang kokoh sebagai landasan bagi stabilitas dan pertumbuhan organisasi. Beberapa elemen kunci yang ditekankan melibatkan pendekatan cloud dan mobile-first, memberikan perhatian utama pada keterlibatan karyawan, mendorong fleksibilitas, memungkinkan kolaborasi secara real-time, dan mengedepankan kesejahteraan emosional.

Dengan membangun fondasi teknologi yang solid berdasarkan elemen-elemen ini, perusahaan dapat lebih baik mengatasi tantangan ekonomi dan melanjutkan pertumbuhan mereka dengan lebih baik.

Komitmen Zoom terhadap infrastruktur teknologi yang solid terlihat dalam solusi komunikasi dan kolaborasi yang disesuaikan memalui preferensi dengan berbagai kebutuhan user. Penggunaan Integrasi AI mampu meningkatkan pengalaman kolaborasi di semua solusi Zoom. Hal ini sejalan dengan fokus utama Zoom dalam memberikan pelayanan kepada pelanggan dan karyawan agar dapat berkembang di era lingkungan kerja yang dinamis. Dengan mengintegrasikan teknologi AI ke dalam solusi mereka, Zoom berhasil meningkatkan kualitas dan efektivitas kolaborasi, menciptakan pengalaman yang lebih canggih dan responsif untuk para user mereka.

Nathan menyadari bahwa tim yang berinteraksi langsung dengan user memiliki peran yang sangat penting dalam menciptakan user experience yang luar biasa. Dengan memberdayakan tim ini sebagai ahli dalam bidangnya, bisnis dapat memberikan experience yang tidak hanya dipersonalisasi sesuai dengan kebutuhan dan preferensi user, tetapi juga dapat memberikan kepuasan. Hal ini sejalan dengan misi Zoom untuk menciptakan kesuksesan di tengah perubahan kerja yang dinamis secara terus-menerus. Dengan memiliki tim yang memahami dengan baik kebutuhan user dan mampu memberikan pengalaman yang positif, Zoom bertujuan untuk menciptakan lingkungan kerja yang dapat mendukung pertumbuhan, baik bagi pelanggan maupun perusahaan.

“Tim yang berhadapan langsung dengan user perlu mengatasi berbagai tantangan dalam memberikan user experience yang luar biasa,” jelas Nathan. “Dengan memberdayakan tim ini untuk menjadi ahli dalam bidangnya, bisnis dapat memberikan personalised-experience yang membuat user merasa puas.”

Jayraj Nair∶ Memenuhi kebutuhan konsumen, diperlukan pelayanan komprehensif & penyesuaian preferensi

Jayraj Nair, Customer Experience Lead-ASEAN di Zoom, menyoroti tujuan utama adalah menggabungkan semua inovasi produk ke dalam solusi terpadu. Solusi holistik ini bertujuan untuk memberdayakan seluruh pekerja dan tim, untuk mendorong kolaborasi internal dan dengan pelanggan eksternal secara mulus, yang pada akhirnya akan mendorong pertumbuhan bisnis.

Aktivitas kolaborasi karyawan di antaranya dengan melakukan berbagai kegiatan termasuk manajemen kalender, obrolan, pengelolaan email, kolaborasi dalam rapat, pertemuan informal, dan menyelesaikan tugas dengan panggilan telepon. Di sisi lain, kolaborasi pelanggan mencakup kegiatan seperti acara pemasaran, webinar, proses penjualan, dan memberikan user-experience yang terpadu terintegrasi dalam satu interface.

Dampak buruk dari pengalaman pengguna yang kurang memuaskan terhadap bisnis memiliki konsekuensi yang signifikan, terutama dalam lanskap bisnis saat ini di mana memenuhi kebutuhan pelanggan tidak hanya mengharuskan interaksi yang dipersonalisasi tetapi juga pemberian wawasan yang relevan, bahkan ketika sumber daya terbatas. Penelitian dan studi terkait menyoroti sejumlah tantangan yang dihadapi bisnis dalam memenuhi standar pengalaman pengguna yang semakin tinggi, serta menunjukkan bahwa ekspektasi konsumen terus meningkat seiring waktu.

Survei global Metrigy mengidentifikasi “user satisfaction” sebagai prioritas utama bisnis untuk tahun 2022 dan 2023, melampaui kekhawatiran lain seperti kualitas produk dan layanan, keamanan informasi, dan generasi pendapatan. Jayraj menekankan pentingnya untuk secara konsisten memberikan pengalaman pelanggan yang sangat baik, karena bahkan beberapa pengalaman negatif dapat mengakibatkan kehilangan 60% pelanggan.

Meskipun demikian, hanya 33% pelanggan yang percaya bahwa organisasi layanan pelanggan sedang meningkat. Mengakui kebutuhan akan saluran interaksi digital, organisasi layanan pelanggan secara aktif beradaptasi untuk mengatasi tren dan prioritas yang muncul, sejalan dengan prediksi Gartner tentang peningkatan pengeluaran untuk transformasi digital, kecerdasan buatan (AI), dan keamanan.

Organisasi yang menyediakan pengalaman menyeluruh yang menghubungkan karyawan dan pelanggan diproyeksikan akan melampaui pesaing dalam metrik kepuasan sebesar 25% baik dalam customer experience (CX) maupun employee experience (EX) pada tahun 2024. Namun, memberikan pengalaman pelanggan yang konsisten dan sangat baik menjadi sulit ketika strategi EX dan CX dikembangkan secara independen.

Keterkaitan EX dan CX serta mengaligkan strategi secara tepat dapat mengarah pada pengalaman yang lebih mulus dan memuaskan baik untuk karyawan maupun pelanggan. Integrasi produktivitas karyawan dan pengalaman pelanggan diperkirakan akan menjadi tren utama untuk tahun 2023.

Tantangan signifikan dalam memberikan pengalaman pelanggan yang sangat baik adalah adanya tim yang bekerja dalam silo dengan berbagai alat, menghambat komunikasi dan kolaborasi yang efektif. Laporan menunjukkan bahwa pada tahun 2026, sekitar 60% perusahaan besar akan memanfaatkan konsep pengalaman total untuk mengubah model bisnis mereka.

Zoom mengatasi tantangan ini dengan menawarkan kemampuan end-to-end untuk employee experience (EX) dan customer experience (CX) melalui platform berbasis cloud mereka. Pada tahun 2022, Zoom berhasil merilis lebih dari 1.500 fitur dan produk baru, memperlihatkan inovasi produk yang luar biasa.

Solusi kolaborasi komprehensif Zoom, termasuk Zoom Phone, Zoom Events, Webinars, Meetings, Zoom Spaces, dan alat pengembang, melayani baik employee experience (EX) dan customer experience (CX). Produk CX mereka, seperti Zoom Contact Centre, Zoom Virtual Agent, dan Zoom IQ, lebih lanjut menekankan komitmen mereka untuk menyediakan solusi komprehensif.

Jayraj menyoroti bahwa Contact Centre Zoom, solusi Contact Centre-as-a-Service (CCaaS) merupakan platform berbasis video. Hal ini dapat mewadahi bisnis untuk memberikan pengalaman pelanggan yang cepat, efisien, dan sangat personals sehingga dapat meningkatkan loyalitas pelanggan.

Zoom Contact Centre mengintegrasikan komunikasi yang bersatu dengan pengalaman pelanggan, memungkinkan bisnis berinteraksi dengan pelanggan secara alami dan efisien. Fitur canggih seperti routing berbasis keterampilan dan agen virtual cerdas mampu memberikan pengalaman yang memuaskan.

Zoom Virtual Agent, yang beroperasi 24/7 dapat melintasi berbagai support channel, bertujuan untuk memastikan user experience yang cepat, sehingga mampu memberikan efisiensi operasional yang signifikan. Hal ini dapat diintegrasikan dengan Zoom Contact Centre dan solusi CRM serta pusat kontak terkemuka lainnya.

“Semua inovasi ini menunjukkan komitmen Zoom dalam menyediakan solusi komprehensif yang memenuhi kebutuhan berkembang organisasi dalam meningkatkan baik pengalaman karyawan (EX) maupun customer experience (CX),” simpul Jayraj seklaigus dimeriahi oleh tepuk tangan seluruh delegasi yang hadir.

Salam Penutup

Nathan memberikan apresisasi yang sebesar-besarnya kepada para peserta yang turut hadir dalam acara tersebut. Baginya, pertemuan ini menjadi sebuah komitmen bersama untuk mencapai tujuan mempersiapkan diri di era digital.

Komunikasi merupakan fondasi terpenting dalam membangun sinergi dan kerjasama di antara anggota tim. Ketika komunikasi diperkuat dengan kejelasan dan efisiensi, tim dapat melampaui batasan-batasan yang mungkin terjadi. Dalam lingkungan kerja, komunikasi yang efektif memainkan peran krusial dalam menyatukan pemikiran, membangun kepercayaan, dan menghindari kesalahpahaman yang mungkin muncul di antara individu-individu dengan latar belakang, pengalaman, dan pemahaman yang berbeda.

Di samping itu, kemampuan untuk menyampaikan ide, menyikapi umpan balik, serta memahami kebutuhan dan harapan masing-masing anggota tim menjadi lebih lancar dan efektif melalui komunikasi yang terbuka dan jelas. Dalam konteks ini, fasilitasi komunikasi yang inklusif dan berkelanjutan menjadi kunci dalam menciptakan lingkungan kerja yang dinamis, berinovasi, dan mendukung pertumbuhan kolektif bagi setiap individu di dalam tim.

Ia menyoroti, transformasi digital akan semakin menggunakan infrastruktur cloud untuk menunjang komunikasi di lingkungan kerja tim. Melihat semakin maraknya pekerjaan yang dilakukan secara jarak jauh, sistem ini akan mempermudah komunikasi Dengan pemanfaatan yang maksimal dan optimal, operasional organisasi akan semakin efisien sehingga berdampak kepada kepuasan pelanggan yang positif.

Transformasi digital membawa pergeseran besar dalam tata cara komunikasi di lingkungan kerja. Melalui pengadopsian infrastruktur cloud yang semakin meluas, kolaborasi tim dari berbagai lokasi fisik menjadi lebih mudah dan efisien. Sistem cloud memberikan akses yang fleksibel dan menyeluruh ke informasi dan alat kerja, memungkinkan anggota tim untuk terhubung, berbagi data, dan bekerja sama tanpa terkendala oleh batasan geografis.

Oleh karena itu, Mohit menambahkan bahwa persiapan sistem Unified Communications as a Service (UCaaS) menjadi semakin vital dalam merespons dinamika komunikasi di era digital saat ini. Dengan evolusi peran komunikasi dalam lingkungan kerja, terutama seiring dengan perubahan ke arah model kerja yang lebih fleksibel dan terdistribusi, pendekatan UCaaS memungkinkan organisasi untuk mengintegrasikan berbagai layanan komunikasi seperti suara, pesan instan, kolaborasi video, serta berbagi dokumen dalam satu platform terpadu.

“Dengan pemahaman mendalam tentang pentingnya komunikasi yang terintegrasi dan efektif, investasi dalam sistem UCaaS menjadi kunci dalam mempersiapkan organisasi untuk meraih kesuksesan di era komunikasi yang terus berkembang,” tutup Mohit sambil dilanjutkan oleh tepuk tangan peserta.

Exclusive! Succeed in the Digital Era with Cloud Communications

In the dynamic landscape of the digital era organisations are undergoing a paradigm shift in communication strategies, with the adoption of Cloud Communications emerging as a crucial catalyst for success.

In the digital era, the evolution of communication demands a fundamental reassessment by organisations, and at the forefront of this revolution is Cloud Communications. Offering a flexible and scalable infrastructure that goes beyond traditional boundaries, it establishes a centralised platform for communication, collaboration, and information sharing, overcoming the limitations of geographical location and device constraints.

Cloud Communications, particularly within the realm of modern Unified Communications as a Service (UCaaS), unleashes transformative potential by fostering innovation and flexibility and enhances overall organisational agility in the creation of a collaborative workplace. UCaaS represents the evolution of communication technologies, seamlessly integrating diverse communication channels like voice, video, messaging and collaboration tools into a unified platform.

By providing features like instant messaging, presence, and integrated voice and video conferencing, UCaaS empowers teams to collaborate seamlessly, regardless of their physical location. It modernises workplace communication, fostering an environment where employees can more easily connect, share ideas, and collaborate in real-time. This not only enhances productivity but also contributes to the development of a more agile and responsive organisation.

At the core of Cloud Communications is the drive to cultivate a collaborative workplace, where UCaaS takes a pivotal role in breaking down silos and facilitating meaningful interactions. A significant advantage of Cloud Communications lies in its intrinsic flexibility and scalability, allowing organisations to adapt to evolving business needs by leveraging the scalable nature of UCaaS

Whether accommodating a remote workforce, expanding operations, or integrating new communication tools, UCaaS ensures that organisations can evolve without the constraints of traditional communication infrastructures.

The success of any communication platform hinges on a seamless and intuitive user experience, and UCaaS plays a pivotal role in achieving this by offering a unified interface for various communication tools. This simplification not only enhances user adoption but also streamlines the IT infrastructure, diminishing the complexity associated with managing multiple communication channels.

Security is a paramount concern in the digital era, and Cloud Communications addresses this concern through robust security measures. Encryption, multi-factor authentication and secure data transmission protocols embedded in UCaaS ensure the protection of sensitive information. These measures not only foster a secure collaborative environment but also instil trust in the reliability of Cloud Communications.

The OpenGov Tech Day on 21 November 2023 at the Sheraton Imperial, Kuala Lumpur Hotel discussed the latest cloud technology trends and benefits for key sectors in Malaysia, including public, enterprise, education, financial services and healthcare.

Opening Remarks

Mohit Sagar∶ Positive user experience directly results in smooth and effective communication

Mohit Sagar, CEO and Editor-in-Chief of OpenGov Asia states that “communication is at the heart of teamwork”. Particularly in the digital age, promoting teamwork and progress hinges significantly on maintaining openness and effective communication.

The ongoing evolution of innovation and the expanding, boundless nature of workspaces underline the necessity for humans to adapt not just to novel communication methods but also to the overall evolution of work itself. Technological progress has led to an open work environment facilitating cross-border collaboration, remote work, and real-time exchange of ideas, transcending physical limitations.

Mohit stresses that adaptability in communication is not only a need but also a necessity in today’s increasingly connected and dynamic environment. Team members should possess the ability to comprehend and utilise diverse communication platforms, be attuned to varying communication styles among colleagues, and enhance their adaptability to the ongoing shifts in information dynamics.

Sustaining constant innovation requires not just adaptability in communication but also flexibility, a comprehension of evolving work cultures, and an insatiable thirst for knowledge. This underscores the importance of cultivating flexible thinking and robust communication skills across various frameworks, such as meeting presentations, online collaboration, and assimilating information from multiple sources.

A pivotal force propelling the virtual communication era is the infrastructure supporting efficient communication, with User Experience (UX) playing a crucial role. A positive user experience, primarily reliant on an interface that is easy to use, intuitive, and understandable, directly contributes to seamless and effective communication.

The quality of the user experience on a virtual communication platform is significantly impacted by how people interact and collaborate. A user-friendly interface, as well as easily accessible features, ensure that users can focus on the message’s content or communication goals, rather than technical obstacles or platform confusion. The user-friendly interface reduces communication barriers, creates more efficient channels for information exchange, and promotes productive collaboration.

Additionally, features that support various aspects of communication, such as visual collaboration, document sharing, or online meetings, in a single integrated platform are critical. This provides a more holistic experience for users, reduces the need for multiple platforms, which can make coordination difficult, and ensures a focus on communication objectives.

The importance of employing video as a communication tool is steadily gaining traction in the contemporary workplace. The rapid growth of video communication is attributed to its capacity to introduce a new dimension to interpersonal interactions. It encompasses not only verbal communication but also incorporates visual elements, enabling facial expressions, body language, and visual context to enrich the overall communication experience.

“Video in workplace communications provides a richer and deeper platform for collaboration. This enables richer information sharing, deeper understanding, and the possibility of engaging in more dynamic and meaningful discussions,” explains Mohit. “Even in remote working situations, team members can feel each other’s presence through video.”

Video has become indispensable in the contemporary workplace, where remote work and flexibility are increasingly embraced to preserve the personalised aspects of communication. Despite team members being geographically dispersed, the accessibility of video conferencing tools and advanced visual collaboration platforms enables interactions that closely mirror those of in-person meetings, thanks to the sophistication of evolving technology.

“Video is not only an effective communication tool, but also a medium for building closer team relationships, increasing engagement, and increasing collaboration across teams globally,” Mohit concludes.

Technology Insights

Nathan Guy, Head of UCaaS, Asia Pacific, at Zoom, acknowledges the consistent challenges faced by support leaders across diverse company sizes, from SMBs to larger enterprises. These challenges centre around the need to achieve more with limited resources and the ever-growing demand for responsive and proactive customer service.

To navigate these challenges, support leaders strategically employ a blend of technology and automation while maintaining agility to adapt to evolving business landscapes.

In scaling their teams effectively, support leaders must prioritise the integration of innovative tools and technologies that deliver enhanced outcomes without incurring exorbitant costs. The goal is to optimise support operations, boost productivity, and uphold a high level of customer service, especially during peak periods like Black Friday or the holiday season.

In the realm of customer service, seamless support across multiple channels, such as phone, video, and webchat, is paramount. A negative experience can drive customers to consider switching to competitors, emphasising the critical role of technology in enhancing user and customer experiences.

“According to a Gartner survey, over 60% of customers would contemplate moving their business due to a poor customer experience,” Nathan explains. “This presents a significant risk for businesses, and technology is now driving a differentiation strategy to enhance user and customer experiences.”

Zoom’s AI innovation focuses on empowering individuals and teams, ensuring responsible use prioritising privacy and security, and adopting a federated approach that adapts to industry evolution. Their Customer Experience portfolio includes Zoom Contact Centre, Zoom Virtual Agent, and a new Workforce Engagement Management (WEM) offering, addressing the changing dynamics of the future workplace.

As businesses grapple with economic uncertainty and budget reductions, Nathan stresses the importance of establishing a robust technology foundation for stability and growth. Key elements include a cloud and mobile-first approach, prioritising employee engagement, fostering flexibility, enabling real-time collaboration, and promoting emotional well-being.

Zoom’s commitment to a solid technology infrastructure is evident in its communication and collaboration solutions tailored to diverse needs. The integration of AI further enhances the collaboration experience across Zoom’s solutions, aligning with their ultimate focus on serving customers and their employees to thrive in the new era of work.

Nathan recognises the critical role of customer-facing teams in providing exceptional experiences. Empowering these teams as subject matter experts enables businesses to deliver personalised and delightful experiences, aligning with Zoom’s overarching mission to facilitate success in the evolving landscape of work.

“Customer-facing teams need to address various challenges to provide an exceptional customer experience,” Nathan knows well. “By empowering these teams to become subject matter experts, businesses can deliver personalised experiences that delight customers.”

Jayraj Nair, Customer Experience Lead-ASEAN at Zoom, underscores the primary objective of amalgamating all product innovations into a unified solution. This holistic solution aims to empower knowledge workers and teams, fostering seamless collaboration internally and with external customers, ultimately propelling business growth.

The spectrum of employee collaboration activities spans calendar management, chat, email management, meeting collaboration, casual huddles, and task conclusion with phone calls. In contrast, customer collaboration encapsulates marketing events, webinars, sales processes, and delivering a unified customer experience, all within a singular interface.

The adverse impact of subpar customer experiences on businesses is substantial, particularly in today’s landscape where meeting customer needs demands personalised and insightful interactions despite limited resources. Studies underscore these challenges and highlight the escalating expectations of consumers.

A global Metrigy survey identifies “customer satisfaction” as the top business priority for 2022 and 2023, surpassing other concerns like product and service quality, information security, and revenue generation. Jayraj stresses the criticality of consistently delivering excellent customer experiences, as even a few negative encounters can result in a loss of 60% of customers.

Despite this, only 33% of customers believe that customer service organisations are improving. Recognising the need for digital engagement channels, customer service organisations are actively adapting to address emerging trends and priorities, aligning with Gartner’s predictions of increased spending on digital transformation, artificial intelligence (AI), and security.

Organisations providing a total experience connecting employees and customers are projected to outperform competitors in satisfaction metrics by 25% in both customer experience (CX) and employee experience (EX) by 2024. However, delivering a consistently excellent customer experience becomes challenging when EX and CX strategies are developed independently.

Recognising the interconnectedness of EX and CX and aligning strategies accordingly can lead to more seamless and satisfying experiences for both employees and customers. The integration of employee productivity and customer experience is expected to emerge as a prominent trend for 2023.

A significant challenge in delivering excellent customer experience is the presence of teams working in silos with different tools, hindering effective communication and collaboration. A report suggests that by 2026, around 60% of large enterprises will leverage the concept of total experience to transform their business models.

Zoom addresses these challenges by offering an end-to-end capability for both employee experience (EX) and customer experience (CX) through its cloud-based Zoom Platform. In 2022 alone, the company released over 1,500 new features and products, showcasing remarkable product innovation and expansion.

Zoom’s comprehensive collaboration solutions, including Zoom Phone, Zoom Events, Webinars, Meetings, Zoom Spaces, and developer tools, cater to both employee and customer experience. Their CX products, such as Zoom Contact Centre, Zoom Virtual Agent, and Zoom IQ, further emphasise their commitment to providing comprehensive solutions.

Jayraj highlights that Zoom’s Contact Centre, a video-first omnichannel Contact Centre-as-a-Service (CCaaS) solution, is included in the Zoom platform. It enables businesses to deliver prompt, efficient, and highly personalised customer experiences that drive loyalty and retention.

Zoom Contact Centre integrates unified communications with customer experience, allowing businesses to engage with customers naturally and efficiently. Advanced features like skills-based routing and an intelligent virtual agent enhance the ability to provide concierge-like experiences at scale.

Zoom Virtual Agent, operating 24/7 across multiple support channels, ensures fast and personalised customer experiences, reduces call volumes for human agents, and generates significant operational efficiencies. It can be seamlessly integrated with Zoom Contact Centre and other leading CRM and contact centre solutions.

“All these innovations showcase Zoom’s commitment to providing comprehensive solutions that cater to the evolving needs of organisations in enhancing both EX and CX,” Jayraj concludes.

Closing Remarks

Nathan Guy, Head of UCaaS for Asia Pacific at Zoom underscored the transformative potential of cloud communications and highlighted the pivotal role of UCaaS in fostering collaboration within the modern workplace.

The revolutionary shift was brought about by the seamless integration of communication channels – voice, video, messaging, and collaborative tools – into a unified platform. Cloud communications reshape how teams connect and collaborate, breaking down geographical boundaries and enhancing productivity.

Nathan recognises that promoting collaboration in the workplace is not merely a trend but an essential requirement, positioning UCaaS as a strategic facilitator to dismantle silos, boost productivity and cultivate an environment conducive to the flourishing of ideas.

Taking into consideration the paramount concern of safeguarding sensitive information in the digital landscape, the robust security measures embedded in UCaaS, including encryption and multi-factor authentication, ensure a foundation of trust for secure collaboration in the cloud. This emphasis on security underscores the commitment to maintaining a secure environment for sensitive data within UCaaS.

Nathan advocates for organisations to not only recognise the evolving landscape of the digital era but also to proactively embrace it by adopting the most fitting communication tools and strategic plans. In today’s dynamic business environment, adaptability is crucial for overcoming challenges and seizing opportunities.

Highlighting the importance of selecting appropriate communication tools, Nathan underscored the necessity for organisations to align their technology choices with their specific needs and goals. He repeated that a one-size-fits-all view is inadequate in a diverse and rapidly changing digital ecosystem, urging decision-makers to meticulously assess and choose tools that meet their unique requirements. This ensures a seamless integration that enhances collaboration, productivity, and overall operational efficiency.

Nathan stressed the importance of strategic thinking in tandem with adopting these communication tools. He concurs that technology alone cannot guarantee success; it requires a well-thought-out strategy that aligns technology implementation with broader organisational objectives. This approach involves considering factors such as scalability, security, and future-proofing to ensure that the chosen communication tools can adapt and grow along with the organisation.

Mohit underscored the critical importance of not only embracing technological advancements but, more significantly, strategically integrating these innovations into operations. Moreover, integration should be conducted in a manner that closely aligns with the specific objectives and goals of the organisation. This strategic alignment is essential for organisations to harness the full potential of technological advancements and navigate the evolving landscape of technology effectively.

Mohit underscored the paramount importance of adaptability in navigating the complexities of the digital era. Recognising the ever-evolving nature of the contemporary digital landscape, he acknowledges the strategic significance of aligning communication technologies with organisational goals.

Genuine transformation stems from a profound understanding of the dynamic nature of technology and its rapid evolution. As such, true success cannot be had merely in the adoption of advanced communication tools, Mohit believes, but in their thoughtful and seamless integration into the organisational framework.

Mohit reiterated the transformative impact of UCaaS, highlighting its capacity to transcend geographical boundaries and reshape the conventional notion of office spaces. The substantial shift from traditional setups to dynamic ecosystems has been facilitated by UCaaS connectivity, signifying a departure from the limitations imposed by physical locations. This empowerment allows individuals to contribute their expertise and talents irrespective of their geographic presence.

The collaborative power of UCaaS is exemplified by its capacity to create a virtual environment where teams can seamlessly communicate, collaborate, and innovate. The platform enables real-time interactions, breaking down barriers imposed by distance and fostering a sense of unity among individuals dispersed across various locations.

“Regardless of where individuals are situated, UCaaS ensures that each team member can actively participate, share ideas, and contribute their best efforts,” Mohit concludes. “This democratisation of collaboration not only enhances productivity but also nurtures a diverse and inclusive work culture.”

Eksklusif! Mencapai Kesuksesan di Era Digital dengan Komunikasi Cloud

Dalam lanskap era digital yang dinamis, berbagai organisasi bersama-sama sedang menuju ke arah perubahan paradigma strategi komunikasi. Dalam hal ini, pengadopsian Cloud Communications juga semakin meluas bahkan menjadi navigator utama untuk mencapai kesuksesan mereka. Ringkasan ini mencoba menggali lebih jauh ke dalam transformasi Cloud Communications yang potensial, terlebih terhadap Modern Unified Communications as a Service (UCaaS) dalam menciptakan tempat kerja yang kolaboratif sehingga dapat mendorong inovasi, fleksibelitas, dan agilitas organisasi secara keseluruhan.

Era digital menuntut organisasi untuk berfikir ulang terkait pendekatan komunikasi yang akan diimplementasikan. Cloud Communications menjadi alat paling penting dalam menghadapi revolusi ini, sebab teknologi ini mampu menawarkan fleksibelitas dan infrastruktur yang berskala yang dapat mendobrak teknik-teknik lama. Selain itu, Cloud Communications juga menyediakan platform komunikasi yang tersentralisasi, sehingga hal tersebut dapat memutus batasan geografi dan device sekalipun dalam menciptakan kolaborasi yang efektif.

UCaaS merepresentasikan evolusi dalam transformasi teknologi komunikasi. Teknologi ini mampu mengintegrasikan berbagai saluran komunikasi, seperti video, suara, dan alat-alat komunikasi lainnya ke dalam satu platform terpusat. Ringkasan ini mengulas bagaimana UCaaS dapat memodernisasikan sistem komunikasi di tempat kerja, sehingga mampu meningkatkan lingkungan yang dapat memberikan kesempatan tenaga kerja untuk saling terkoneksi, bertukar gagasan, dan berkolaborasi di waktu yang bersamaan. Tentu hal ini tidak hanya meningkatkan produktivitas, tetapi juga berkontribusi pada penciptaan organisasi yang lebih responsif.

Seperti yang sudah disinggung di ata, salah satu keunggulan utama Cloud Communications adalah fleksibilitas dan skalabilitas. Ringkasan ini mengulas bagaimana organisasi dapat beradaptasi dengan perubahan bisnis dengan memanfaatkan skalabilitas UCaaS. Baik untuk menyikapi tenaga kerja yang bekerja dari jarak jauh, meningkatkan operasional, atau mengintegrasikan alat komunikasi yang beragam. UCaaS bertujuan untuk memastikan organisasi dapat berkembang melalui komunikasi yang efektif dan lancar.

Selain itu, user experience yang lancar adalah kunci keberhasilan setiap platform komunikasi. Ringkasan ini juga akan menyoroti bagaimana UCaaS mampu menyederhanakan user experience dengan menyediakan interface sebagai alat komunikasi yang terpadu. Hal ini tidak hanya meningkatkan user experience tetapi juga menyederhanakan infrastruktur TI, sehingga dapat mengurangi kompleksitas pengelolaan saluran komunikasi ganda.

Lebih jauh lagi, keamanan menjadi perhatian utama di era digital. Dalam hal ini, Cloud Communications mampu menangani permasalahan tersebut melalui langkah-langkah keamanannya yang kuat. Ringkasan ini akan menggali lebih jauh terkait enkripsi, otentikasi multi-faktor, dan protokol transmisi data yang aman dalam UCaaS. Hal ini untuk memastikan perlindungan informasi sensitive, guna membentuk lingkungan kolaboratif yang aman menggunakan Cloud Communications.

OpenGov Tech Day telah diselenggarakan pada 21 November 2023 di Sheraton Imperial, Kuala Lumpur Hotel, mendiskusikan terkait teknologi cloud terbaru dan manfaatnya terhadap berbagai sektor penting di Malaysia, termasuk di antaranya, sektor publik, swasta, edukasi, keuangan, dan kesehatan.

Salam Pembuka

Mohit Sagar∶ Interface yang intuitif dan responsif adalah kunci untuk meningkatkan UX yang positif

“Komunikasi adalah sebuah jantung dari kerjasama tim,” ungkap Mohit Sagar selaku CEO sekaligus Kepala Redaktur di OpenGov Asia. Ia menjelaskan bahwa komunikasi dan transparansi adalah faktor terpenting dalam menunjang kerjasama dan kemajuan tim terutama di era digital.

Transformasi inovasi dan struktur ruang kerja yang semakin tidak terbatas dalam konteks saat ini menunjukkan bahwa manusia tidak hanya harus adaptif terhadap cara komunikasi, tetapi juga terhadap evolusi kerja secara keseluruhan. Pertumbuhan teknologi telah menggiring kita ke dalam lanskap kerja yang terbuka, yang memungkinkan kolaborasi lintas batas, kerja jarak jauh, dan pertukaran ide di waktu nyata tanpa terpengaruh oleh pembatasan fisik.

Dalam lingkungan yang semakin terhubung dan dinamis ini, adaptabilitas dalam komunikasi bukan hanya menjadi kebutuhan, tetapi juga suatu keharusan. Individu-individu dalam tim harus mampu memahami dan menggunakan berbagai platform komunikasi, memperhatikan gaya komunikasi dari rekan-rekan kerja yang berbeda, dan memperluas kemampuan adaptasi terhadap perubahan yang terus menerus dalam aliran informasi.

Perluasan inovasi yang terus berkembang tidak hanya membutuhkan adaptabilitas dalam cara berkomunikasi, tetapi juga dalam pemahaman terhadap perubahan budaya kerja, fleksibilitas, serta kemampuan untuk belajar secara konstan. Hal ini menciptakan permintaan akan kemampuan adaptif dan ketrampilan berkomunikasi yang efektif di sepanjang spektrum yang luas, dari presentasi dalam rapat hingga kolaborasi virtual, hingga kemampuan untuk memproses informasi dari berbagai sumber yang berbeda.

Dalam era komunikasi virtual, infrastruktur yang mampu mendukung efektivitas komunikasi menjadi salah satu fondasi utama. Salah satu aspek krusial terkait infrastruktur ini adalah user experience (UX). Memiliki interface yang baik, responsif, intuitif, dan mudah dipahami adalah kunci untuk meningkatkan user experience yang positif, yang pada gilirannya menghasilkan komunikasi yang lancar dan efisien.

Kualitas UX pada platform komunikasi virtual sangat memengaruhi cara individu berinteraksi dan berkolaborasi. Antarmuka yang ramah pengguna, serta fitur-fitur yang dapat diakses dengan mudah, memastikan bahwa pengguna dapat fokus pada isi pesan atau tujuan komunikasi, bukan pada hambatan teknis atau kebingungan dalam menggunakan platform. Interface yang intuitif membantu mengurangi hambatan dalam berkomunikasi, membuka jalur yang lebih efisien bagi pertukaran informasi, dan memfasilitasi kolaborasi yang produktif.

Selain itu, ketersediaan fitur-fitur yang mendukung berbagai aspek komunikasi seperti kolaborasi visual, pembagian dokumen, atau pertemuan daring dalam satu platform yang terintegrasi sangat penting. Ini memungkinkan para user untuk memiliki experience yang lebih menyeluruh, mengurangi kebutuhan akan platform berbeda yang bisa mempersulit koordinasi, dan memastikan fokus pada tujuan komunikasi.

Lebih jauh lagi, Mohit membahas pentingnya pemanfaatan video sebagai alat komunikasi yang semakin menonjol dalam lingkungan kerja modern. Penggunaan video dalam komunikasi telah memperoleh popularitas yang pesat karena kemampuannya untuk membawa dimensi tambahan dalam interaksi interpersonal. Ini tidak hanya melibatkan aspek verbal, tetapi juga visual, memungkinkan ekspresi wajah, bahasa tubuh, dan konteks visual yang memperkaya communication experience.

Penggunaan video dalam komunikasi kerja menawarkan platform yang lebih kaya dan mendalam untuk kolaborasi. Ini memungkinkan berbagi informasi yang lebih kaya, pemahaman yang lebih dalam, serta kesempatan untuk terlibat dalam diskusi yang lebih dinamis dan bermakna. Melalui video, anggota tim dapat merasakan kehadiran satu sama lain, bahkan dalam situasi bekerja dari jarak jauh.

Dalam konteks kerja saat ini, di mana fleksibilitas dan kerja dari jarak jauh semakin dianut, penggunaan video telah menjadi kunci dalam mempertahankan aspek-aspek komunikasi yang lebih personal. Dengan teknologi yang semakin maju, fasilitas video conference yang dapat diakses dengan mudah dan platform kolaborasi visual memungkinkan interaksi yang nyaris sama seperti pertemuan tatap muka, meskipun anggota tim tersebar di berbagai lokasi geografis.

Technology Insights

Nathan Guy selaku Head of UCaaS untuk Asia Pasifik di Zoom, menggarisbawahi terkait berbagai tantangan yang dihadapi oleh berbagai pemimpin perusahaan dari beragam tingkatan. Tantangan tersebut berpusat pada kebutuhan untuk mencapai lebih banyak hal dengan sumber daya yang terbatas dan tuntutan yang terus meningkat untuk layanan pelanggan yang responsif dan proaktif. Untuk mengatasi tantangan ini, pemimpin dukungan secara strategis menggunakan kombinasi teknologi dan otomatisasi sambil tetap menjaga kegesitan untuk beradaptasi dengan lanskap bisnis yang terus berkembang.

Dalam melakukan peningkatan kualitas tim secara efektif, para pemimpin memberikan prioritas dukungan terhadap integrasi alat dan teknologi inovatif yang dapat memberikan hasil signifikan tanpa menambah biaya (cost). Tujuan dari langkah tersebut adalah demi mengoptimalkan operasional, meningkatkan produktivitas, dan menjaga kualitas pelayanan pelanggan. Hal ini menjadi sangat penting terutama pada high season seperti Black Friday atau musim liburan. Pada masa-masa ini, permintaan pelanggan cenderung meningkat secara signifikan. Melalui pengoptimalan dukungan operasional dan produktivitas, perusahaan dapat lebih efisien menangani lonjakan permintaan tersebut, sambil tetap memberikan pelayanan yang baik kepada pelanggan.

Dalam sisi customer service, dukungan yang lancar dari berbagai channel, seperti telfon, video dan webchat adalah penting untuk dipotimalkan. Pengalaman negatif yang dialami oleh pelanggan memiliki potensi besar untuk mengarahkan mereka beralih ke layanan yang disediakan oleh pesaing. Pada saat pelanggan merasa tidak puas dengan pelayanan suatu perusahaan, mereka mungkin mencari alternatif yang dapat memenuhi kebutuhan dan harapan mereka dengan lebih baik. Dalam konteks ini, peran teknologi menjadi semakin krusial, karena kemajuan teknologi dapat menjadi kunci dalam meningkatkan secara signifikan pengalaman pengguna dan pelanggan.

Survei Gartner menyebutkan bahwa lebih dari 60% pelanggan mempertimbangkan untuk beralih kepada competitor akibat pengalaman pelanggan yang buruk. Oleh karena itu, perusahaan dituntut untuk tetap memahami dan memenuhi harapan pelanggan, serta secara proaktif memanfaatkan teknologi guna meningkatkan kualitas dan keseluruhan pengalaman yang diberikan kepada pelanggan.

Teknologi dapat memberikan dampak positif dalam berbagai aspek pengalaman pelanggan, mulai dari kemudahan akses, responsivitas, hingga kualitas layanan secara keseluruhan. Pemanfaatan teknologi dalam memberikan solusi yang efektif dan inovatif dapat menciptakan lingkungan yang mendukung interaksi yang lancar dan memuaskan antara perusahaan dan pelanggan. Oleh karena itu, investasi dalam teknologi yang dapat meningkatkan kualitas layanan dan respons terhadap kebutuhan pelanggan menjadi suatu strategi yang sangat penting bagi perusahaan.

Inovasi kecerdasan buatan (AI) Zoom berfokus pada pemberdayaan tim, guna memastikan penggunaan yang bertanggungjawab melalui privasi keamanan data. Portfolio User Experience Zoom sendiri mencakup Zoom Contact Centre, Zoom Virtual Agent, dan penawaran Workforce Engagement Management (WEM) baru, yang mampu mengatasi dinamika berubahnya tempat kerja di masa depan.

Ketika bisnis menghadapi situasi ekonomi yang tidak pasti dan mengalami pemangkasan anggaran, Nathan menyoroti pentingnya untuk menyusun dasar teknologi yang kokoh sebagai landasan bagi stabilitas dan pertumbuhan organisasi. Beberapa elemen kunci yang ditekankan melibatkan pendekatan cloud dan mobile-first, memberikan perhatian utama pada keterlibatan karyawan, mendorong fleksibilitas, memungkinkan kolaborasi secara real-time, dan mengedepankan kesejahteraan emosional. Dengan membangun fondasi teknologi yang solid berdasarkan elemen-elemen ini, perusahaan dapat lebih baik mengatasi tantangan ekonomi dan melanjutkan pertumbuhan mereka dengan lebih baik.

Zoom’s commitment to a solid technology infrastructure is evident in its communication and collaboration solutions tailored to diverse needs. The integration of AI further enhances the collaboration experience across Zoom’s solutions, aligning with their ultimate focus on serving customers and their employees to thrive in the new era of work.

Komitmen Zoom terhadap infrastruktur teknologi yang solid terlihat dalam solusi komunikasi dan kolaborasi yang disesuaikan memalui preferensi dengan berbagai kebutuhan user. Penggunaan Integrasi AI mampu meningkatkan pengalaman kolaborasi di semua solusi Zoom. Hal ini sejalan dengan fokus utama Zoom dalam memberikan pelayanan kepada pelanggan dan karyawan agar dapat berkembang di era lingkungan kerja yang dinamis. Dengan mengintegrasikan teknologi AI ke dalam solusi mereka, Zoom berhasil meningkatkan kualitas dan efektivitas kolaborasi, menciptakan pengalaman yang lebih canggih dan responsif untuk para user mereka.

Nathan menyadari bahwa tim yang berinteraksi langsung dengan user memiliki peran yang sangat penting dalam menciptakan user experience yang luar biasa. Dengan memberdayakan tim ini sebagai ahli dalam bidangnya, bisnis dapat memberikan experience yang tidak hanya dipersonalisasi sesuai dengan kebutuhan dan preferensi user, tetapi juga dapat memberikan kepuasan. Hal ini sejalan dengan misi Zoom untuk menciptakan kesuksesan di tengah perubahan kerja yang dinamis secara terus-menerus. Dengan memiliki tim yang memahami dengan baik kebutuhan user dan mampu memberikan pengalaman yang positif, Zoom bertujuan untuk menciptakan lingkungan kerja yang dapat mendukung pertumbuhan, baik bagi pelanggan maupun perusahaan.

“Tim yang berhadapan langsung dengan user perlu mengatasi berbagai tantangan dalam memberikan user experience yang luar biasa,” jelas Nathan. “Dengan memberdayakan tim ini untuk menjadi ahli dalam bidangnya, bisnis dapat memberikan personalised-experience yang membuat user merasa puas.”

Jayraj Nair, Customer Experience Lead-ASEAN di Zoom, menyoroti tujuan utama adalah menggabungkan semua inovasi produk ke dalam solusi terpadu. Solusi holistik ini bertujuan untuk memberdayakan seluruh pekerja dan tim, untuk mendorong kolaborasi internal dan dengan pelanggan eksternal secara mulus, yang pada akhirnya akan mendorong pertumbuhan bisnis.

Aktivitas kolaborasi karyawan di antaranya dengan melakukan berbagai kegiatan termasuk manajemen kalender, obrolan, pengelolaan email, kolaborasi dalam rapat, pertemuan informal, dan menyelesaikan tugas dengan panggilan telepon. Di sisi lain, kolaborasi pelanggan mencakup kegiatan seperti acara pemasaran, webinar, proses penjualan, dan memberikan user-experience yang terpadu terintegrasi dalam satu interface.