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Interview with Oracle Communications' Brian Kracik

Call Centres, BPOs & ITES , April 24, 2019

Information and communication technology (ICT) has assumed greater significance in the IT and ITeS industry as organisations increasingly adopt new technology solutions to deliver better customer experience and improve business efficiency. Every organization has created a digital roadmap for the roll-out of next-generation technologies such as artificial intelligence (AI), blockchain, internet of things (IoT) and big data analytics. However, the adoption of these technologies also increases the risk of cyberthreats for enterprises. Brian Kracik, Senior Director, Product Marketing, Oracle Communications talks about the emerging ICT trends...

What role is ICT playing in the ITeS/BPM industry? What are some of the ICT initiatives undertaken by your organisation?

Emerging technologies are disrupting old paradigms and unleashing new opportunities. Enterprises are adopting quickly to better position themselves in the digital economy.  We see three primary technology trends influencing the enterprise:

Accommodating the “plug in workforce” – There has been a continued evolution in workforce trends from bring your own device (BYOD) concept to work from home, and now we have a millennial workforce plugging in from wherever they are whenever they like.

Shifting to cloud deployments – real time communications (RTC) applications are shifting to the cloud along with all enterprise applications but it is not just the shift to Oracle’s Cloud, enterprises are shifting to multiple clouds.

Networking for distributed IT- Multiple data centers, multiple technologies, global/regional headquarters, and branch offices are causing a high degree of network chaos.

Oracle Communications has transformative technologies that are helping enterprises adjust for these trends by focusing on transforming enterprise networks, monetising digital subscriptions, and injecting real-time communications across the customer engagement.  Oracle has deployed multiple ICT technologies to help its workforce collaborate better, become more mobile, and improve efficiency.  The role of the network is critical to a successful transformation and Oracle has been focused on ‘rethinking the enterprise network’ to accommodate for this fast paced change.  Deploying Oracle Communications technologies are helping save over seven million dollars US per year, improved network security, and deliver a higher quality of experience.

Digitalisation of businesses has emerged as one of the key trends in the ITeS/BPM industry. What is your digital roadmap?

The digital revolution changed the way businesses operate and how consumers make purchases. Consumers expect seamless digital exchanges tailored to their interests and to be able to instantly and securely transact and have any issues and problems resolved immediately. However, when communications are compromised through fraud and data breaches, businesses lose not only revenue and market share, but also credibility and trust. Securely and effectively engaging with customers is crucial to success in the 21st century. Oracle’s Enterprise Networks in Transition: Quieting the Chaos survey found that 66% of the respondents identified security as a key network challenge and at least 83% acknowledged network and telecom fraud as a grave concern.  The digital roadmap includes push to the cloud, upgraded networking with failsafe SD-WAN, and continued focus on security, reliability, and quality of experience.

How is Oracle leveraging technologies like IoT, AI, blockchain, etc?

Enterprises have recognised that as they create more digital experiences and take applications to the cloud, the network has increased exponentially in importance. With this move to cloud, enterprises are finding that data is no longer confined within the walls of the enterprise but rather data and communications are being transported across clouds, branches offices, and around the world. Prediction #9, from Oracle’s Top 10 Cloud Predictions 2019, the number of security events will increase 100×, and automation will become the most reliable way of preventing, detecting, and mitigating threats. We are using technologies such as AI/ML, big data and analytics to help create better visibility into networks and more predictive responses all in a more automated manner. This ultimately ensures enterprise networks and interconnections are becoming more secure thus limiting risk. Additionally, we are looking at a larger number of network behaviors across a large number of networks enabling us to identify and take action against bad actors before damage can be done to businesses.

What are the cyber risks and threats that the industry face? How can these be mitigated?

Cyber risk is a big topic but I will focus on the risk coming from the enterprise network perspective.  The flow of data in this multi-cloud world, creates complications in how enterprise networks get deployed.  SD-WAN is a disruptive technology that is enabling enterprises to transform their business and accelerate the shift to the cloud.  This is much more than WAN, enterprises are looking to provide a network that is S.A.F.E. (Secure, analytical, flexible, and extensible), thus a failsafe SD-WAN is required.  Failsafe SD-WAN eliminates network congestion, jitter, latency, and loss to ensure the highest QoE across not only ICT applications but every mission critical application.

What are the key technology trends that will shape the ITeS/BPM industry in the next few years?

Oracle Communications solutions accelerate the digital transformation journey in a communications-driven world, from network evolution to digital business to customer experience. We leverage technologies such as AI/ML, Blockchain, SD-WAN, IoT and analytics, to seamlessly, reliably and securely connect people, devices and applications – helping you transform and scale your business.

 
 

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