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Testing Tomorrow's Technology at BMC Innovation Lab – New Stack

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Apple is at the forefront when thinking about the ultimate destroyer of technology.

Apple was a PC vendor competing with Commodore and others in the early 1980s, before co-founder Steve Jobs instilled the idea for a portable music player, and predicted an explosive demand for the iPhone.

The company’s leadership envisioned what end users wanted years ago, and how to anticipate problems by proactively resolving potential problems along the way.

Most technology and data-driven companies recognize that focusing solely on meeting the demands of today’s users is not a sustainable business model. In other words, preparing for what your customers need tomorrow is at least just as important. However, acquiring the skills, talents, and resources needed to investigate the needs of future customers is out of reach for many organizations. As a result, they are even behind the more well-funded competition.

BMC Innovation Labs employees, customers, and partners work together on solutions to focus on experimentation and technology incubation that can timely solve current problems and lead to tomorrow’s disruptive innovation. increase.

To that end, BMC recently announced the BMC Innovation Labs Priority Partner Program, which was created to give participants the opportunity to design solutions that support their customers in an autonomous digital enterprise journey. This program provides what BMC describes as a “dedicated space” for partners to develop new and disruptive ideas that go beyond traditional enterprise IT.

BMC announced its Innovation Lab Priority Partner Program at its first annual BMC Innovation Summit in June at its Innovation Lab in Santa Clara, California. The summit provided media and industry analysts with the opportunity to meet and learn from key senior leaders at BMC. Discussions on innovation at BMC and the Innovation Lab’s Priority Partner Program.

Participants also looked inside about the types of things BMC is working on and experimenting with to serve its customers and partners.

Customers can work with both BMC and its Innovation Labs preferred partners to support their journey of innovation by developing, testing and delivering real-time feedback and delivering immediate value. The lab embraces fresh thinking and new perspectives, with partners working together on ideas to quickly and effectively anticipate and address customer needs.

Ram Chakravarti, Chief Technology Officer of BMC, told The NewStack: “Our technology allows us to offer many new technologies that can serve as a means of solving problems and finding new solutions by experimenting with our partners. Experiments prove their value.

Predict customer challenges

For the past two years, BMC’s Innovation Lab has acted as a conduit for “anticipating major challenges for customers in three to five years and starting to resolve them now.”

“We are leading innovation by focusing on what will be very important to our customers after 18 months up to 3-4 years, rather than being driven by innovation.

“So what is the organization doing to keep the product organization from burdening the future? We at Innovation Labs focus on the next big set of things: Incubate, run tests, and get a promising subset of the path to commercialization. “

Just as BMC focuses on the technologies that drive the future, projects accepted by Innovation Labs’ partner programs must include DataOps. Defined by Chakravarti, DataOps applies agile engineering and DevOps best practices to the field of data management to quickly transform new insights into fully operational production deliverables that unleash the business value of your data.

Case study: Customer service management

The partner program is new, but several participants have already begun to participate. This was demonstrated at the BMC Innovation Summit, which focused on segments and opportunities of interest to BMC customers and partners, including data, edge computing, artificial intelligence (AI), and automation. Each demo is live and represents a technology focus or area.

This includes the IT solution provider Cyber ​​MAK Information Systems WLL. CyberMAK Information Systems WLL is working with BMC to develop and extend data management and artificial intelligence managed customer support solutions based on AI-determined predictions, observability, and other BMC know-how. I am.

A demo with Cyber ​​MAK, BMC’s innovation priority partner, showed how intuitive ticketing and a high degree of automation can make customer service easier. Focusing on the interaction between agents and supervisors, we have shown that businesses can better manage their customer interactions via phone, email, live chat, SMS text, and social media.

Out-of-the-box features such as Agent Assist, Customer Feedback, Collaboration Console, and Global Case Monitor were also demonstrated.

Tasnim Pithapurwala, Chief Technology Officer of Cyber ​​MAK Information Systems, demonstrated self-service at the Innovation Summit demo, which is already “completely easy” and predicts what customers want “before answering the phone.” I’m looking for.

To meet these demands, customer service management systems need to be able to address current issues and anticipate other issues before they occur.

“How can the system guide the agent to perform the next best action without scrambling to find some data points to retrieve the data?” Pitapurwara during the summit I asked. “And how do you get the supervisor involved when needed? How does the supervisor automatically know when to jump in as a coach to resolve the situation?

One of the more frustrating user experiences can occur with corporate chatbots. Especially when AI-controlled interactions can’t provide users with the answers they want (users often do). The obvious solution is to improve the AI.

As Pithapurwala said, “The system has the ability to understand who has the skill set and who is suitable for which customer’s personality.”

A glimpse of the future at the Innovation Summit

In another demo at the BMC Innovation Summit, the company talked about how technology today is changing so fast that our hearts can’t keep up. As a result, BMC said the skill gap is widening in the industry. For example, operations may not fully understand the technology to catch up with developers, which can impact the business.

The demo highlighted three separate videos that shed some light on how companies can address this issue with predictive service operations and address the difficulty of catching up with new technology support and management skills. Statistics communicated during the demo show, in most cases, how to prevent business service failures if the technology stack is proactively monitored and managed in a proper manner.

In this demo, BMC adopts the BMC Helix Operations Management platform to extend the use of AI and automation to close the gap in skills to manage business applications and provide the tools operations teams need to keep up with developers. Emphasized how to do it.

Other live demos during the summit covered the following topics:

  • Automated data analysis. This demo demonstrated the exponential growth of data and the impact it has on the analytical role of the business.
  • Augmented Reality (AR) Fleet Management. In this scenario, the fleet manager used an AR headset to monitor the status of the entire fleet and used 3D space and the operational dashboard through the AR headset to track down critical issues.
  • An annihilated person who violates compliance. This demo focused on reducing non-compliance in the workplace.
  • Monitoring virtual reality (VR) data. I asked the audience who saw the “Death Spinning Wheel”. Next, I learned how huge the amount of data and complex systems that cause this “spinning wheel” are. He also explained how VR can play a role in diagnosing these issues and studying complex service models by support engineers.

As the demo shows, the Preferred Partner Program project relies heavily on the integration of operational and information technology, especially the Internet of Things (IoT) and orchestration at the edge of related data.

“We are solving things at the edge,” said Chakravarti. “So I categorize these into two use cases. One is that they absolutely need to be resolved at the edge. This requires consideration of delay and security at the edge. ..

“The second use case set is a way to integrate edge data with central computing data and use a harmonious dataset from the agent’s central computing system to provide even greater value to your organization. The combination of these two use cases is where magic happens. “

Learn more about the BMC Innovation Lab and the BMC Innovation Lab Priority Partner Program.

Featured image by Unsplash’s Kendall Ruth.