itb-nz logo
Story image

Why 87% of APAC SMBs are moving to the cloud

27 Feb 2019

Genesys has released a new report which reveals half of the small and midsize businesses (SMBs) surveyed in Asia-Pacific view the cloud as the most efficient way to optimise the customer journey and reduce business challenges associated with legacy infrastructure, integration and costs. In fact, 87% of SMB participants say they plan to move to the cloud in the next five years.   Genesys commissioned Frost & Sullivan (F&S), a global business consulting firm involved in market research, to survey more than 400 business and IT decision makers across Asia-Pacific to uncover emerging customer experience technology trends. The survey, titled Asia-Pacific SMB Customer Service Trends, analysed SMBs’ business impact, priorities, and technological maturity.   While there is a definite market appetite for cloud-based solutions, the study found respondents rate a wide range of other emerging technologies as higher priorities in the next one to two years.

 SMBs surveyed ranked an omnichannel strategy as having the most immediate impact on business, with 51.4% desiring a solution that delivered a connected customer journey across both voice and digital channels. This is followed by accessibility and mobility solutions and applications of artificial intelligence (AI) such as machine learning and digital assistants.   Gwilym Funnell, Managing Director of Genesys Australia and New Zealand, shared why it’s vital for SMBs to prioritise transitioning to the cloud.   “SMBs often list legacy infrastructure, integration complexities and high cost as the biggest hindrances in allowing them to modernise their customer service delivery with digital channels, chat and voice bots, automation and more.”

“With a modern cloud platform as the foundation of their customer experience strategy, SMBs will have the infrastructure needed to rapidly access new technologies and benefit from an expedited speed-to-market without the need for massive upfront investment and significant in-house IT resources."

However, despite the buzz surrounding new digital capabilities and the fact that 60% of respondents agree that a solid customer service strategy is indispensable to gaining a competitive advantage, the study showed SMBs in Asia-Pacific are cautious in their approach. 

Over 52.3% of respondents believe that digital disruptions occurring across industries would only have minimal impact on their customer engagement strategy. With the exception of Australia, New Zealand and India, SMBs in most of the 13 countries polled shared a similar perspective.

Story image
Starschema launches COVID-19 dataset on Snowflake's Data Exchange
“It’s essential organisations have access to accurate, near real-time data in this rapidly evolving environment and were humbled that the platform architecture is uniquely positioned to help democratise access to Starschema’s data in this time of need.”More
Story image
ISPs pledge continued service as internet infrastructure feels the pressure
Some ISPs have already reported a huge increase in daytime, home-based internet usage as New Zealanders move their work into their living rooms, studies and spare rooms.More
Story image
ThousandEyes launches outage map as internet usage explodes during COVID-19 outbreak
"Over the past couple of weeks, we’ve been inundated with requests from businesses, industry analysts and other various parties wanting to get a better understanding of global internet health during these trying times."More
Story image
Worrying gap in local consumer cybersecurity savvy
New research shows A/NZ consumers feel clued in, but there’s clear room for improvement in their education and tools.More
Story image
Axios Systems bolsters University of Canterbury's IT service management
“The Axios Systems team had clearly addressed the requirements set out in our RFP Documentation. Not only did they answer the question of assyst’s capability, but also commented on how we could expand the use of the same functionality in the future phases of our implementation."More
Story image
Survey reveals challenges facing Kiwis working at home
35% of survey respondents say that they feel less productive, and 35-44 year olds expect working with kids at home may prove a challenge.More